SERVICE QUALITY AND PATIENT SATISFACTION IN MEDICAL TOURISM: AN EMPIRICAL STUDY OF HEALTHCARE INSTITUTIONS IN VELLORE DISTRICT

Abstract

Medical tourism has become a rapidly expanding sector in India, with Vellore emerging as a preferred destination for advanced and affordable healthcare services. This study examines the relationship between service quality and patient satisfaction among medical tourists visiting multi-speciality hospitals in Vellore District. Primary data were collected from 100 respondents using a structured questionnaire based on a five-point Likert scale. Service quality was measured across dimensions such as tangibles, reliability, responsiveness, assurance and empathy, while patient satisfaction was assessed in terms of overall treatment experience, trust, perceived value and intention to revisit or recommend. The findings reveal that all dimensions of service quality scored significantly above the neutral benchmark, with assurance and reliability emerging as the strongest predictors of satisfaction. The study concludes that superior service delivery and patient-centred care play a pivotal role in enhancing satisfaction and sustaining Vellore’s position as a competitive medical tourism hub.