How to cite this paper
Jaleel, A., Yajid, M., Khatibi, A & Azam, S. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives.Management Science Letters , 11(6), 1845-1854.
Refrences
Aburayya, A., Al-Marzouqi, A., Alawadhi, D., Abdouli, F., & Taryam, M. (2020). Am empirical investigation of the effect of employees’ customer orientation on customer loyalty through mediating role of customer satisfaction and service quality. Management Science Letters, 10(2020), 2147-2158.
Adikaram, C. A. N. K., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: A study on private higher education institutions in Sri Lanka. International Journal of arts and Com-merce, 5(2), 69-95.
Ahn, J. & Thomas, T. K. (2020). The role of customers’ perceived value of integrated resort brands in destination. Journal of Destination Marketing & Management, 15 (2020) 100403. Https://doi.org/10.1016/j.jdmm.2019.100403.
Ahmed, S., Tariq, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare. International Journal of Health Care Quality Assurance. 30(5), 477-488.
Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior & Emerging Technology, (2020), 1-11. DOI: 10.1002/hbe2.195.
Ajzen, I. (1991). The Theory of Planned Behavior” Organizational Behavior and Human Decision Process, 50(2), 179-211.
Al-Gharaibah, O. B. (2020). Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value. Management Science Letters, 10(2020), 3949-3956.
Albattat, A. R. & Romli, S. R. M. (2017). Determining visitors’ repetition by using Servqual dimensions in attraction park: a case from Kuala Lampur, Malaysia. International Journal of Applied Business and Economic Research, 15(15), 351-371.
Altaf, M., Tabassum, N., & Mokhtar, S. S. M. (2018). Brand equity and the role of emergency medical care service quality of private cardiac institutes: An empirical investigation. International Journal of Pharmaceutical and Healthcare Marketing, 12(1), 44-60.
Awn, A. M., & Azam, S. M. F. (2020). The influence of attitude and subjective norm on intention to invest in Islamic bonds (sukuk): a study of Libyan investors. International Journal of Business Society, 4(4), 27-33.
Bandalos, D. L. (2018). Measurement Theory and Applications for the Social Sciences. New York: The Guilford Press.
Bezerra, G. C. L., & Gomes, C. F. (2020). Antecedents and consequences of passenger satisfaction with the airport. Jour-nal of Air Transport Management, 83(2020) 101766. Https://doi.org/10.1016/j.jairtraman.2020.101766.
Barari, M., Ross, M., & Surachartkumtonkum, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53,101985.
Chahal, H. & Kumari, N. (2012). Consumer perceived value: the development of a multiple item scale in hospitals in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 6(1), 167–190.
Chatterjee, S., Shainesh, G., & Sravanan, C. N. S. (2018). Does intention translate into action? Investigating the impact of loyalty intention on future usage. Journal of Indian Business Research, 10(2), 151-169.
Chen, C. F., & Tsai, D. C. (2007). How Destination Image And Evaluative Factors Affect Behavioral Intentions. Journal of Tourism Management, 28(1), 1115– 1122.
Chenal, H., & Bala, M. (2010). Significant components of service brand equity in healthcare sector. International Journal of Health Care, 25(4), 343-362.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Duhachek, A., Coughlan, A. T., & Iacobucci, D. (2005). Results on the Standard Error of the Coefficient Alpha Index of Reliability. Marketing Science, 24(2), 294–301.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107-118.
Fitriani, D. Y., Pasinringi, S. A., & Amqam, H. (2019). The Effect of Perceived Value on Patient Satisfaction in Public University Hospital in Makassar. East African Scholars Journal of Medical Sciences, 2(7), 410-412.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J.S. & Bryant, B.E. (1996). The American customer satisfaction index: nature, purpose, and findings, Journal of Marketing, 60(4), 7-18.
Grönroos, C. (2017). On value and value creation in service: a management perspective. Journal of Creating Value, 3(1), 1–17.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lex-ington Books: Lexington, MA.
Hair, J. F., Black, W. C., Anderson, R. E., & Babib, B. J. (2019). Multivariate data analysis (8th ed.). London: Cengage Learning.
Haji, S. A., Surachman, Ratnawali, K., & Rahayu, M. (2021). The effect of experience quality, perceived value, happiness and tourist satisfaction on behavioral intention. Management Science Letters, 11(2021), 1023-1032.
Haque, A., Chowdhury, N. A., & Tarofder, A. K. (2020). Purchase Intention towards Alternative Medicine: A Study from Consumers’ Perspective in Malaysia. Iranian Journal of Public Health, 49(1), 193-195. Doi:10.18502/ijph.v49i1.3071.
Hayat, D. T., & Esenyel, I. (2020). Effect of perceived stakeholder conflict factors on guests’ satisfaction and behavioral intention and mediation effect of guests’ perceived value: Evidence from Hospitality sector of Northern Cyprus. Man-agement Science Letters, 10(20), 3783-3792.
Health, Ministry of. (2017). National Mental Health Policy 2015-2025, Health, M.O. (ed): Maldives. Retrieved November 29, 2020, from http://health.gov.mv/Uploads/Downloads//Informations/Informations(67).pdf
Health, Ministry of. (2019). Maldives Health Research Bulletin, Vol. VI, Health, M. O. (ed.): Maldives. Retrieved No-vember 29, 2020, from http://health.gov.mv/Uploads/Downloads//Publications/Publication(61).pdf
Hekkert, K. D., Cihangir, S., Kleefstra, S. M., Van den Berg, B. & Kool, T. (2009). Patient satisfaction revisited: A multi-level approach. Social Science Medicine, 69(1), 68-75.
Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New direction on theory and practice: Sage Publication.
Hu, L. & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria vers-es new alternatives. Structural Equation Modeling, 6(1), 1-55.
Karunaratna, A. C. S. & Kumari, P. A. P. S. (2018). Determinants of customer loyalty: A literature review. Journal of Cus-tomer Behavior, 17(1/2), 49-73.
Kotler, P., Amstrong, G. (2004). Principles of Marketing. Upper Saddle River: NJ Prentice Hall.
Knoll, E. (2017). Archipelagic genes: Medical travel as a creative response to limitations and remoteness in the Maldives. Asia Pacific Viewpoint, 58(20), 48-161.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on custom-ers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Ser-vices, 50(2019), 103-110.
Lin, L. & Huang, S. (2018). Modeling Chinese Post-90s’ Tourism Loyalty to the Ex-rival State Using the Perceived Value Approach. Tourism and Hospitality Management, 24(1), 23-40.
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(1), 402–422.
Martinaityte, I., Sacramento, C., & Aryee, S. (2019). Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction. Journal of Management, 45(2), 728–751. doi:10.1177/0149206316672532.
National Bureau of Statistics – Maldives. (2019). Maldives in figures – May 2019, National Bureau of Statistics Maldives. Retrieved November 21, 2020, from http://statisticsmaldives.gov.mv/maldives-in-figures-may-2019/
National Bureau of Statistics – Maldives. (2020). National Summary Data Page (NSDP) – Maldives. Retrieved November 27, 2020, from http://statisticsmaldives.gov.mv/nsdp/
Nunnally, J. C. (1978). Psychometric theory. 2nd Edition, McGraw-Hill, New York.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, (1999), 18(1), 67-82.
Oliver, R. L. (1980). A cognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer, Routledge: New York, NY.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for fu-ture research. Journal of Marketing, 49(4), 10-16.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). “SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64(1), 12-40.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of Service In-dustry Management, 8(5), 414–434.
Rahayu, Y. S., Setiawan, M., Jrawanto, D. W., & Rahayu, M. (2020). Muslim customer perceived value on customer satis-faction and loyalty: Religiosity as a moderation. Management Science Letters, 10(5), 1011-1016.
Sharma, V. (2017). Patient satisfaction and brand loyalty in healthcare organizations in India. Journal of Asia Business Studies, 11(1), 73-87. https://doi.org/10.1108/JABS-09-2015-0157.
Singh, R. & Soderlund, M. (2020). Extending the experience construct: an examination of online grocery shopping. Euro-pean Journal of Marketing, Vol, ahead of print, No. ahead of print. https//doi:10.1108/EJM-06-2019-0536.
Sudari, S. A., Tarofder, A. K., Khatibi, A., & Tham, J. (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. Management Science Letters, 9(9), 1385-1396.
Waheed, N. & Hassan, Z. (2016). Influence of Customer Perceived Value on Tourist Satisfaction and Revisit Intention: A study on Guesthouses in Maldives. International Journal of Accounting, Business and Management, 4(1), 101-123.
Willis, L., Lee, E., Renolds, K. J., & Klik, K. A. (2020). The Theory of Planned Behavior and the Social Identity Ap-proach: A New Look at Group Processes and Social Norms in the Context of Student Binge Drinking. Europe’s Jour-nal of Psychology, 2020, 16(3), 357-383. https://doi.org/10.5964/ejop.v16i3.1900.
Zeithaml, V.A. (1988). Customer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Adikaram, C. A. N. K., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: A study on private higher education institutions in Sri Lanka. International Journal of arts and Com-merce, 5(2), 69-95.
Ahn, J. & Thomas, T. K. (2020). The role of customers’ perceived value of integrated resort brands in destination. Journal of Destination Marketing & Management, 15 (2020) 100403. Https://doi.org/10.1016/j.jdmm.2019.100403.
Ahmed, S., Tariq, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare. International Journal of Health Care Quality Assurance. 30(5), 477-488.
Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior & Emerging Technology, (2020), 1-11. DOI: 10.1002/hbe2.195.
Ajzen, I. (1991). The Theory of Planned Behavior” Organizational Behavior and Human Decision Process, 50(2), 179-211.
Al-Gharaibah, O. B. (2020). Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value. Management Science Letters, 10(2020), 3949-3956.
Albattat, A. R. & Romli, S. R. M. (2017). Determining visitors’ repetition by using Servqual dimensions in attraction park: a case from Kuala Lampur, Malaysia. International Journal of Applied Business and Economic Research, 15(15), 351-371.
Altaf, M., Tabassum, N., & Mokhtar, S. S. M. (2018). Brand equity and the role of emergency medical care service quality of private cardiac institutes: An empirical investigation. International Journal of Pharmaceutical and Healthcare Marketing, 12(1), 44-60.
Awn, A. M., & Azam, S. M. F. (2020). The influence of attitude and subjective norm on intention to invest in Islamic bonds (sukuk): a study of Libyan investors. International Journal of Business Society, 4(4), 27-33.
Bandalos, D. L. (2018). Measurement Theory and Applications for the Social Sciences. New York: The Guilford Press.
Bezerra, G. C. L., & Gomes, C. F. (2020). Antecedents and consequences of passenger satisfaction with the airport. Jour-nal of Air Transport Management, 83(2020) 101766. Https://doi.org/10.1016/j.jairtraman.2020.101766.
Barari, M., Ross, M., & Surachartkumtonkum, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53,101985.
Chahal, H. & Kumari, N. (2012). Consumer perceived value: the development of a multiple item scale in hospitals in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 6(1), 167–190.
Chatterjee, S., Shainesh, G., & Sravanan, C. N. S. (2018). Does intention translate into action? Investigating the impact of loyalty intention on future usage. Journal of Indian Business Research, 10(2), 151-169.
Chen, C. F., & Tsai, D. C. (2007). How Destination Image And Evaluative Factors Affect Behavioral Intentions. Journal of Tourism Management, 28(1), 1115– 1122.
Chenal, H., & Bala, M. (2010). Significant components of service brand equity in healthcare sector. International Journal of Health Care, 25(4), 343-362.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Duhachek, A., Coughlan, A. T., & Iacobucci, D. (2005). Results on the Standard Error of the Coefficient Alpha Index of Reliability. Marketing Science, 24(2), 294–301.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107-118.
Fitriani, D. Y., Pasinringi, S. A., & Amqam, H. (2019). The Effect of Perceived Value on Patient Satisfaction in Public University Hospital in Makassar. East African Scholars Journal of Medical Sciences, 2(7), 410-412.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J.S. & Bryant, B.E. (1996). The American customer satisfaction index: nature, purpose, and findings, Journal of Marketing, 60(4), 7-18.
Grönroos, C. (2017). On value and value creation in service: a management perspective. Journal of Creating Value, 3(1), 1–17.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lex-ington Books: Lexington, MA.
Hair, J. F., Black, W. C., Anderson, R. E., & Babib, B. J. (2019). Multivariate data analysis (8th ed.). London: Cengage Learning.
Haji, S. A., Surachman, Ratnawali, K., & Rahayu, M. (2021). The effect of experience quality, perceived value, happiness and tourist satisfaction on behavioral intention. Management Science Letters, 11(2021), 1023-1032.
Haque, A., Chowdhury, N. A., & Tarofder, A. K. (2020). Purchase Intention towards Alternative Medicine: A Study from Consumers’ Perspective in Malaysia. Iranian Journal of Public Health, 49(1), 193-195. Doi:10.18502/ijph.v49i1.3071.
Hayat, D. T., & Esenyel, I. (2020). Effect of perceived stakeholder conflict factors on guests’ satisfaction and behavioral intention and mediation effect of guests’ perceived value: Evidence from Hospitality sector of Northern Cyprus. Man-agement Science Letters, 10(20), 3783-3792.
Health, Ministry of. (2017). National Mental Health Policy 2015-2025, Health, M.O. (ed): Maldives. Retrieved November 29, 2020, from http://health.gov.mv/Uploads/Downloads//Informations/Informations(67).pdf
Health, Ministry of. (2019). Maldives Health Research Bulletin, Vol. VI, Health, M. O. (ed.): Maldives. Retrieved No-vember 29, 2020, from http://health.gov.mv/Uploads/Downloads//Publications/Publication(61).pdf
Hekkert, K. D., Cihangir, S., Kleefstra, S. M., Van den Berg, B. & Kool, T. (2009). Patient satisfaction revisited: A multi-level approach. Social Science Medicine, 69(1), 68-75.
Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New direction on theory and practice: Sage Publication.
Hu, L. & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria vers-es new alternatives. Structural Equation Modeling, 6(1), 1-55.
Karunaratna, A. C. S. & Kumari, P. A. P. S. (2018). Determinants of customer loyalty: A literature review. Journal of Cus-tomer Behavior, 17(1/2), 49-73.
Kotler, P., Amstrong, G. (2004). Principles of Marketing. Upper Saddle River: NJ Prentice Hall.
Knoll, E. (2017). Archipelagic genes: Medical travel as a creative response to limitations and remoteness in the Maldives. Asia Pacific Viewpoint, 58(20), 48-161.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on custom-ers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Ser-vices, 50(2019), 103-110.
Lin, L. & Huang, S. (2018). Modeling Chinese Post-90s’ Tourism Loyalty to the Ex-rival State Using the Perceived Value Approach. Tourism and Hospitality Management, 24(1), 23-40.
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(1), 402–422.
Martinaityte, I., Sacramento, C., & Aryee, S. (2019). Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction. Journal of Management, 45(2), 728–751. doi:10.1177/0149206316672532.
National Bureau of Statistics – Maldives. (2019). Maldives in figures – May 2019, National Bureau of Statistics Maldives. Retrieved November 21, 2020, from http://statisticsmaldives.gov.mv/maldives-in-figures-may-2019/
National Bureau of Statistics – Maldives. (2020). National Summary Data Page (NSDP) – Maldives. Retrieved November 27, 2020, from http://statisticsmaldives.gov.mv/nsdp/
Nunnally, J. C. (1978). Psychometric theory. 2nd Edition, McGraw-Hill, New York.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, (1999), 18(1), 67-82.
Oliver, R. L. (1980). A cognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer, Routledge: New York, NY.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for fu-ture research. Journal of Marketing, 49(4), 10-16.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). “SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64(1), 12-40.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of Service In-dustry Management, 8(5), 414–434.
Rahayu, Y. S., Setiawan, M., Jrawanto, D. W., & Rahayu, M. (2020). Muslim customer perceived value on customer satis-faction and loyalty: Religiosity as a moderation. Management Science Letters, 10(5), 1011-1016.
Sharma, V. (2017). Patient satisfaction and brand loyalty in healthcare organizations in India. Journal of Asia Business Studies, 11(1), 73-87. https://doi.org/10.1108/JABS-09-2015-0157.
Singh, R. & Soderlund, M. (2020). Extending the experience construct: an examination of online grocery shopping. Euro-pean Journal of Marketing, Vol, ahead of print, No. ahead of print. https//doi:10.1108/EJM-06-2019-0536.
Sudari, S. A., Tarofder, A. K., Khatibi, A., & Tham, J. (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. Management Science Letters, 9(9), 1385-1396.
Waheed, N. & Hassan, Z. (2016). Influence of Customer Perceived Value on Tourist Satisfaction and Revisit Intention: A study on Guesthouses in Maldives. International Journal of Accounting, Business and Management, 4(1), 101-123.
Willis, L., Lee, E., Renolds, K. J., & Klik, K. A. (2020). The Theory of Planned Behavior and the Social Identity Ap-proach: A New Look at Group Processes and Social Norms in the Context of Student Binge Drinking. Europe’s Jour-nal of Psychology, 2020, 16(3), 357-383. https://doi.org/10.5964/ejop.v16i3.1900.
Zeithaml, V.A. (1988). Customer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.