Authors: Thilagavathi Krishnan and Shankar Chelliah
Abstract: International healthcare service is a lucrative business that adds value to the national economy of the participating countries. Currently most of the international medical services are within the region. By participating in the international healthcare industry, the destination countries have opportunity to increase their national economic growth and job opportunities. Malaysia, as emerging healthcare provider among the developing countries in Southeast Asia region is also reforming its national economy through the Healthcare New Key Economic Area (NKEA) initiated under the Malaysian government’s Economic Transforming Program (ETP). Keeping this in mind, there is need to understand factors that contribute to these patients’ satisfaction and revisit intention in future when medical treatment is needed. Smart PLS was used to evaluate hypotheses of this study. Medical care and ethical conduct have significant influence on patients’ satisfaction. The theoretical contribution explains enrichment of Disconfirmation Theory. The practical implications suggest that the policy makers and the management of the hospitals need to focus on the core services and support services provided to the patients in an ethical manner.