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Abstract


A STUDY ON BEHAVIOURAL INTENTIONS, PATIENT SATISFACTION, PERCEIVED VALUE, PATIENT TRUST AND EXPERIENTIAL QUALITY FOR HEALTH TOURISTS

This work examines the relationship between behavioural intentions, patient satisfaction, perceived value, patient trust, experiential quality and dimensions. This study has two research purposes. The first aim is to determine the dimensions and relative importance of experiential quality perceived by health tourists using a multilevel and multidimensional framework. The second aim is to examine the relationship between health tourists’ perceived patient satisfaction, perceived value, patient trust, experiential quality, and behavioural intentions and related constructs. The research findings are based on structural equation modelling analysis. The sample was created by randomly selecting 452 health tourists coming to Safranbolu from abroad. The first improvement from the findings of this study communication among health tourists positively affects quality, physical environment quality, managerial quality and experiential quality. In addition, this situation has also increased the concepts of patient satisfaction, patient trust and perceived value among health tourists to a high degree. The second development is; patient trust, patient satisfaction, perceived value and experiential quality affect patients positively. The last development is that perceived value positively affects behavioural intention. The result obtained from this study; market-oriented service development and implementation increases both experiential quality and perceived quality. It has been determined that there is an increase in patient satisfaction and trust among health tourists, thanks to the positive result of the strategy development method. This situation helps the development of health tourism management among tourists coming to Turkey. It is hoped that in the future, besides dealing with medicine, tourism experience gained through appropriate behavioural intentions will significantly increase the number of health tourists. The intention of health tourists to return to and visit the hospital to receive treatment suggests that they will want to come to Turkey again in the future and receive service. This shows that health tourists play a key role in increasing behavioural intentions.



Keywords
Behavioural Intentions, Experiential Dimensions of Quality, Experiential Quality, Health Tourists, Patient Satisfaction



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