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

Abstract

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.