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Publication details

Pham, TH 2015, 'A study of the determinants influencing customer satisfaction in medical tourism industry in Singapore', DBA thesis, Southern Cross University, Lismore, NSW.

Copyright TH Pham 2015


The aim of this study is to examine what determines customer satisfaction for people who seek medical treatment in Singapore. In pursuit of this objective, the study investigates and measures the factors that influence customer satisfaction.

The findings demonstrated that medical service quality, facilities, and advanced technology had significant and positive influences on customer satisfaction, followed by medical service quality such as the professionalism of the medical practitioners. However, the regressions indicated a negative relationship between financial considerations and customer satisfaction.

This study has made important contributions to both research and practice. It has contributed to the body of knowledge by enhancing the understanding of the relationships and factors that drive customer satisfaction in the medical tourism industry in Singapore.