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Factors Determining Patient Satisfaction in Medical Tourism Services
(1) Magister of Health Administration, Faculty of Medicine, Universitas Muhammadiyah Surabaya, Surabaya, East Java, Indonesia
(2) Department of Obstetrics and Gynecology, Faculty of Medicine, Universitas Muhammadiyah Surabaya, East Java, Indonesia
(3) Department Human Resouce Development, Faculty of Economics and Business, Universitas Muhammadiyah Surabaya, East Java, Indonesia
(*) Corresponding Author
Abstract
Background: Medical tourism has emerged as a global phenomenon, with patient satisfaction as a crucial performance indicator in healthcare delivery. However, the determinants influencing patient satisfaction in this context remain varied and require a comprehensive synthesis.
Objective: This study aims to synthesize the key determinants affecting patient satisfaction within the context of medical tourism, drawing on evidence from 24 international studies.
Method: A systematic literature review was conducted, analyzing quantitative, qualitative, and mixed-method studies.
Result: The analysis revealed that service quality, cost transparency, professionalism of medical personnel, access to information, modern facilities, cultural sensitivity, and non-clinical services such as hospitality are major contributors to patient satisfaction. Travel support, social media utilization, and the hospital environment significantly influence the patient experience. Most studies highlight the importance of personalized services, effective communication, and responsiveness in enhancing patient satisfaction.
Conclusion: The findings indicate that clinical factors and financial, emotional, and cultural considerations shape patient satisfaction in medical tourism. Healthcare providers should develop integrative strategies focused on quality and cultural adaptability to remain competitive in the medical tourism industry.
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DOI: https://doi.org/10.26714/magnamed.12.2.2025.166-181
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