A classifying and ranking selection of healthcare tourism services

Abstract

The study is conducted to classify and ranking selection of healthcare tourism services using the integration of the Kano model and the Fuzzy Analytic Hierarchy Process (FAHP). The selection of healthcare tourism services is the determinant factor towards patients’ satisfaction. FAHP is one of the quality improvement methods to improve health tourism. However, FAHP cannot identify the patients’ satisfaction. The Kano Model provides a way to better understanding of patients’ satisfaction through the Kano Quality Attribute categories. Thus, the integration between the Kano Model and FAHP is proposed in this study. The study first identifies the determinant factors towards patients’ satisfaction requirements in healthcare tourism services. Next, the study measured patients’ satisfaction using Kano and classified them into five groups: must-be, attractive, one-Dimensional, indifferent, and reverse. Finally, the study ranked the determinant factors towards patients’ satisfaction requirements by using FAHP to prioritize the most important patients’ satisfaction requirements. The findings will help the healthcare decision-maker to design and improve health tourism to enhance patients’ satisfaction in healthcare tourism services based on the most important patients’ satisfaction requirement.