Importance-performance analysis of private health facilities serving within the scope of medical tourism: Istanbul example
DOI:
https://doi.org/10.25145/j.pasos.2021.19.038Keywords:
Medical tourism, Importance‑Performance Analysis, Private health facility, Medical tourist, Istanbul, TurkeyAbstract
The aim of this study is to evaluate the factors presented in the private health facilities operating in Istanbul within the scope of medical tourism with importance-performance analysis, to determine the situation, to compare the levels of importance and performance and to reveal which factors should be protected through the obtained findings and which should be focused on and which are in the spectrum of low priority and possible excesses. For this purpose, data has been collected from medical tourists who has received medical services from 15 private health facilities operating in Istanbul between December 2019 and January 2020, using a survey technique. The data obtained has been evaluated by the Importance-Performance Analysis. As a result of the study, the factors whose low priority should be maintained has been defined as waiting period, providing accurate hospital information, quality of service, legal inspections, follow-up treatment and the factors that need to be focused on has been defined as the transparency of the wage policy. In addition, the low cost of hospital services, the appropriate environment for the companions and the ability to receive preliminary information from the doctors through the internet are included in the low priority section, and the variety of services offered in the hospitals is in the possible excesses section.
Downloads
References
Ahire, M., Fernandes, P. O., & Teixeiral, J. P. (2020). Forecasting and estimation of medical tourism demand in India. In Advances in Tourism, Technology and Smart Systems (pp. 211-222). Springer, Singapore.
Akbolat, M. and Deniz, N. G. 2017 “Türkiye’de medikal turizmin gelisimi ve bazi ülkelerle karsilastirilmasi”. Uluslararasi Global Turizm Arastirmalari Dergisi, 1(2): 123-139.
Albayrak, T. and Caber, M. 2011 “Önem-performans analizi: Destinasyon yönetimine dair bir örnek”. Ege Akademik Bakis, 11(4): 627-638.
Altin, U., Bektas, G., Antep, Z. & Irban, A. 2012 “Saglik turizmi ve uluslararasi hastalar için Türkiye pazari”. Acibadem Üniversitesi Saglik Bilimleri Dergisi, 3(3): 157-163.
Azzopardi, E. and Nash, R. 2013 “A critical evaluation of importance-performance analysis”. Tourism Management, 35: 222-233.
Bies, W. and Zacharia, L. 2007 “Medical tourism: Outsourcing surgery”. Mathematical and Computer Modelling, 46(7-8): 1144-1159.
Binler A. 2015 “Türkiye’nin medikal turizm açisindan degerlendirilmesi ve politika önerileri”. Uzmanlik Tezi, Sosyal Sektörler ve Koordinasyon Genel Müdürlügü, T.C. Kalkinma Bakanligi Yayin No:2839.
Bostan, S. and Yalçin, B. 2016 “Saglik turistlerinin medikal destinasyon seçimini etkileyen faktörler”. Journal of International Social Research, 9(43): 1729-1735.
Cernikovaite, M. E. and Mameniškis, M. J. 2015 “Medical tourists' expectations when choosing Lithuania for health care services”. Social Transformations in Contemporary Society, 3: 24-39.
Collins, A., Medhekar, A., Wong, H.Y. and Cobanoglu, C. 2019 “Factors influencing outbound medical travel from the USA”, Tourism Review, 74(3): 463-479.
Connell, J. 2006 “Medical tourism: Sea, sun, sand and… surgery”. Tourism Management, 27(6): 1093-1100.
Connell, J. 2013 “Contemporary medical tourism: Conceptualisation, culture and commodification”. Tourism Management, 34: 1-13.
Cordeiro G. E. and Guerra, R. 2019 “The health and wellness tourism as a local development factor: An analysis of the portuguese thermal and mineral springs”. PASOS Revista De Turismo Y Patrimonio Cultural, 17(2): 453-472. https://doi.org/10.25145/j.pasos.2019.17.030.
Crooks, V. A., Kingsbury, P., Snyder, J. & Johnston, R. 2010 “What is known about the patient's experience of medical tourism? A scoping review”. BMC Health Services Research, 10(1): 254-266.
Cvelbar, L. K. and Dwyer, L. 2013 “An importance-performance analysis of sustainability factors for long-term strategy planning in Slovenian Hotels”. Journal of Sustainable Tourism, 21(39): 487-504.
De Arellano, A. B. R. 2007 “Patients without borders: The emergence of medical tourism”. International Journal of Health Service, 37(1): 193-198.
De la Puente, M. 2015 “Sector del Turismo de salud: caso colombiano”. Economía del Caribe, 16: 129-161.
Delgoshaei, B., Ravaghi, H. &Abolhassani, N. 2012 “Importance-performance analysis of medical tourism in Iran from medical tourists and medical services provider's perspective: 2011”. Middle-East Journal of Scientific Research, 12(11): 1541-1547.
Griffin T. and Edwards, D. 2012 “Importance-performance analysis as a diagnostic tool for urban destinastion managers”. Anatolia, 23(1): 32-48.
Guiry, M. and Vequist, D. G. 2011 “Traveling abroad for medical care: US medical tourists' expectations and perceptions of service quality”. Health Marketing Quarterly, 28(3): 253-269.
Han, H. and Hyun, S. S. 2015 “Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness”. Tourism Management, 46: 20-29.
Herrick, D. M. 2007 “Medical tourism: Global competition in health care”. National Center for Policy Analysis, 1-41.
Heung, V. C., Küçükusta, D. & Song, H. 2010 “A conceptual model of medical tourism: Implications for future research”. Journal of Travel and Tourism Marketing, 27(3): 236-251.
Hopkins, L., Lobonte, R., Runnels, V. & Packer, C. 2010 “Medical tourism today: What is state of existing knowledge?”. Journal of Public Health Policy, 31(2): 185-198.
Horowitz, M. D. 2007 “Medical tourism: Globalization of the healthcare marketplace”. Medscape General Medicine, 9(4): 26-33.
Içöz, O. 2009 “Saglik turizmi kapsaminda medikal (tibbi) turizm ve Türkiye'nin olanaklari”. Journal of Yasar University, 4(14): 2257-2279.
Johnston, R., Crooks, V. A., Snyder, J. & Kingsbury, P. 2010 “What is known about the effects of medical tourism in destination and departure countries? A scoping review”. International Journal for Equity in Health, 9(1): 11-24.
Junio, M. M. V., Kim, J. H. & Lee, T. J. 2017 “Competitiveness attributes of a medical tourism destination: The case of South Korea with importance-performance analysis”. Journal of Travel & Tourism Marketing, 34(4): 444-460.
Kayis, A. 2010. “Güvenilirlik Analizi içinde, SPSS Uygulamali Çok Degiskenli Istatistik Teknikleri. (Ed. Seref Kalayci), 404-419, Ankara: Asil Yayin Publishing.
Kim, S., Arcodia, C., & Kim, I. (2019). “Critical success factors of medical tourism: The case of South Korea”. International Journal of Environmental Research and Public Health, 16: 1-15.
Kilinç, I. 2017 “Türkiye medikal turizm sektöründe hizmet kalitesi ve memnuniyet üzerine bir alan arastirmasi”. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 8(17): 130-143.
Lee, M., Han, H. & Lockyer, T. 2012 “Medical tourism-attracting Japanese tourist for medical tourism experience”. Journal of Travel and Tourism Marketing, 29(1): 69-86.
Lunt, N. and Carrera, P. 2010 “Medical tourism: Assessing the evidence on treatment abroad”. Maturitas, 66(1): 27-32.
Martilla, J. A. and James, J. C. 1977 “Importance-performance analysis”. Journal of Marketing, 41(1): 77-79.
Matzler, K., Sauerwein, E. & Heischmidt, K. 2003 “Importance-performance analysis revisted: The role of the factor structure of customer satisfaction”. The Service Industries Journal, 23(2): 112-129.
Musa, G., Doshi, D. R., Wong, K. M. & Thirumoorthy, T. 2012 “How satisfied are inbound medical tourists in Malaysia? A study on private hospitals in Kuala Lumpur”. Journal of Travel & Tourism Marketing, 29(7): 629-646.
Pocock, N. S. and Phua, K. H. 2011 “Medical tourism and policy implications for health systems: A conceptual framework from a comparative study of Thailand, Singapore and Malaysia”. Globalization and Health, 7(1): 1-12.
Peach, N. 2009 “Medical tourism in developing countries”. PASOS Revista De Turismo Y Patrimonio Cultural, 7(1): 133-134. https://doi.org/10.25145/j.pasos.2009.07.046.
Rad, N. F., Som, A. P. M. & Zainuddin, Y. 2010 “Service quality and patients’ satisfaction in medical tourism”. World Applied Sciences Journal, 10(1): 24-30.
Saglik Bakanligi (Ministry of Health) 2012 “Saglik turizminde süreçler vearaci kuruluslar arastirma raporu”. http://dosyasb.saglik.gov.tr/Eklenti/505,saglikturizmiwebpdf.pdf?0.
Saglik Bakanligi Saglik Turizmi Daire Baskanligi (Ministry of Health) 2013. “Türkiye Medikal Turizm Degerlendirme Raporu 2013”. Ankara: Pozitif Publishing.
Saglik Bakanligi (Ministry of Health) 2017 “Saglik turizminde Türkiye’nin vizyonu”. https://dosyamerkez.saglik.gov.tr/Eklenti/10951,09pdf.pdf?0.
Saglik Bakanligi (Ministry of Health) 2017 “Türkiye’nin saglik turizmindeki önemi”. https://dosyamerkez.saglik.gov.tr/Eklenti/10948,06pdf.pdf?0.
Saglik Bakanligi (Ministry of Health) 2019 “Yetkili Saglik Tesisleri ve Araci Kuruluslar”. https://dosyamerkez.saglik.gov.tr/Eklenti/36706,ozel-saglik-tesisleripdf.pdf?0.
Saglik Bakanligi (Ministry of Health) 2020 “Medikal turizm”. https://saglikturizmi.saglik.gov.tr/TR,178/medikal-turizm.html.
Sarwar B., Manaf N. & Omar A. 2012 “Medical tourist’s perception in selecting their destination: A global perspective”. Iranian Journal of Public Health, 41(8):1-7.
Sevim, E. and Sevim, E. 2019 “Medikal turizm tercihini etkileyen faktörlerin incelenmesi: Türkiye örnegi”. Hacettepe Saglik Idaresi Dergisi, 22(3): 633-652.
Smith, P. C. and Forgione, D. A. 2007 “Global outsourcing of healthcare: A medical tourism decision model”. Journal of Information Technology Case and Application Research, 9(3): 19-30.
Sonel, E., Gür, S. & Eren, T. 2019 “Çok ölçütlü karar verme ile saglik turizminde sehir seçimi ve analizi”. Uluslararasi Global Turizm Arastirmalari Dergisi, 3(1): 27-39.
Soysal, A. 2017 “Saglik turizmi: Tehdit ve firsatlar baglaminda Türkiye açisindan bir durum degerlendirmesi”. Çatalhöyük Uluslararasi Turizm ve Sosyal Arastirmalar Dergisi, (2): 169-187.
Sultana, S., Haque, A., Momen, A., & Yasmin, F. 2014 “Factors affecting the attractiveness of medical tourism destination: An empirical study on India”. Iranian Journal of Public Health, 43(7): 867-876.
Sahbaz, R. P., Akdu, U. & Akdu, S. 2012 “Türkiye’de medikal turizm uygulamalari; Istanbul ve Ankara örnegi”. Balikesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15(27): 267-296.
Torabipour, A., Qolipour, M. & Gholipour, K. 2016 “Medical tourism services quality analysis: A systematic review”. International Journal of Medical Reviews, 3(2): 1-9.
Turner, L. G. 2011 “Quality in health care and globalization of health services: Accreditation and regulatory oversight of medical tourism companies”. International Journal for Quality in Health Care, 23(1): 1-7.
Ural, A. and Kiliç, I. 2005 Bilimsel arastirma süreci ve Spss ile veri analizi. Ankara: Detay Publishing.
Ünal, A. and Demirel, G. 2011 “Saglik turizmi isletmelerinden yararlanan müsterilerin beklentilerinin belirlenmesine yönelik Bolu ilinde bir arastirma”. Ejovoc (Electronic Journal of Vocational Colleges), 1(1): 106-115.
Wongkit, M. and McKercher, B. 2016 “Desired attributes of medical treatment and medical service providers: A case study of medical tourism in Thailand”. Journal of Travel & Tourism Marketing, 33(1): 14-27.
Yilmaz, S. and Aksoy, C. 2019 “Saglik turistlerinin hastaneleri tercih etme kriterleri: Yönetici görüsleri”. Saglik ve Sosyal Refah Arastirmalari Dergisi, 1(2): 27-39.
Yusof, N., Rosnan, H., & Shamsuddin, S. 2020 “Through the eyes of medical tourism: Service culture in Malaysia and Thailand”. Journal of ASIAN Behavioural Studies, 5(15): 49-61.
Zailani, S., Ali, S. M., Iranmanesh, M., Moghavvemi, S. & Musa, G. 2016 “Predicting Muslim medical tourists' satisfaction with Malaysian Islamic friendly hospitals”. Tourism Management, 57: 159-167.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2020 Yeliz Pekerşen, Erkan Gunes, Fatma Canöz
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
I confirm that the work is original (of my/our authorship), and that it will not be submitted to other journals or publications until the final resolution of the review process in PASOS, RTPC.
I authorize the publication of my work by PASOS, PSTN of free and open access in any of the formats that I deem appropriate, for an indefinite period of time and as a non-remunerated collaboration.
Likewise, the author(s) understands that the published work may be linked or deposited on any server or included in other publications (republication), provided that the new place and/or new edition references the original publication and acknowledges the authorship and copyright ownership of PASOS RTPC publications.
Authors understand that a plagiarism-self-plagiarism check will be performed, and the article may be removed at any time from the editorial flow.
