Customers' satisfaction on medical tourism towards KPJ Healthcare / Nur Fateen Masud

This study comprises of identifying the factors of medical tourism that influences the most customers' satisfaction towards KPJ Healthcare and also to determine the relationship between medical tourism factors and customers' satisfaction on medical tourism in KPJ Healthcare. A questionnaire was distributed to 100 respondents from various countries through offline and online interaction. Data collected from the questionnaires had been analysed through frequency distribution test, descriptive analysis, reliability test, correlation statistics, and coefficient of linear regression. In general, the result from the finding shows that all the independent variables had a positive relationship with dependent variable except for the cost and availability of the treatment variable. However, the cost and availability of treatment variable shows a significant relationship, same goes with the hospital and staff variable and the combination of tourism and health services variable. Moreover, country flexibility variable result indicates there is no significant relationship with customers' satisfaction on medical tourism in KPJ Healthcare although beta value shows positive relationship. This study was needed by KPJ Healthcare to improve their business operation as well as to expend their market share.