Through the Eyes of Medical Tourism: Service Culture in Malaysia and Thailand

  • Norzayana Yusof Faculty of Business and Management, Universiti Teknologi MARA, Malaysia
  • Herwina Rosnan Arshad Ayub Graduate Business School, Universiti Teknologi MARA, Malaysia
  • Sofian Shamsuddin Arshad Ayub Graduate Business School, Universiti Teknologi MARA, Malaysia

Abstract


Despite the progressive revenue trend, service providers in the Malaysian medical tourism have been receiving numerous complaints. Hence, this article sets to illustrate the behaviour of the service providers by describing whether they met the expectations of medical tourists. This study conducted twelve in-depth interviews with private hospitals, doctors and healthcare facilitators. Through Atlas.ti version 8, this study unveils that Malaysia lacks behind Thailand in providing patient-centric hospital services. Due to the 'doctor shopping' behaviour and word-of-mouth between patients, the present situation may hamper the growth of this industry as patients could easily opt for alternative options for their treatments.

Keywords: Medical Tourism; Patient-centric; Private Healthcare; Service Culture 

eISSN: 2514-7528 © 2020 The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
DOI: https://doi.org/10.21834/jabs.v5i15.344

Published
2020-03-08
How to Cite
YUSOF, Norzayana; ROSNAN, Herwina; SHAMSUDDIN, Sofian. Through the Eyes of Medical Tourism: Service Culture in Malaysia and Thailand. Journal of ASIAN Behavioural Studies, [S.l.], v. 5, n. 15, p. 49-61, mar. 2020. ISSN 2514-7528. Available at: <https://jabs.e-iph.co.uk/index.php/jABs/article/view/344>. Date accessed: 09 apr. 2020. doi: https://doi.org/10.21834/jabs.v5i15.344.
Section
Articles

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