Patrons’ Perception of Service Delivery of Medical Tourism Sites in Metropolitan Lagos

Abstract

This study examined the patrons' perception of service delivery of medical tourism sites in Lagos metropolis, Nigeria. Data were collected through questionnaire administration. Systematic sampling technique was employed to select 15 specialized private hospitals and 14 Public hospitals in the study area, resulting to a sample size of 29 hospitals. Ten (10) patrons were contacted in each of the selected hospitals; consequently, 290 patrons were sampled. Data collected were analyzed using descriptive (Patron Satisfaction Index (PSI)) and inferential statistic (Multiple Regression Analysis). Findings established that patrons are satisfied with Efficiency of Medical Treatment (PSI = 3.55), Satisfactory service (PSI = 3.87), and Standard level of medical staff (PSI = 3.46). While also expressed their dissatisfaction towards cost of treatment (PSI = 3.04), waiting time at the hospital (PSI = 2.92), and Good Laboratory (PSI= 3.31). Service delivery influences decision of patrons on choice of hospital to visit, this is as established by the result of multiple regression model R² = 0.898 (89.8%), F (7 & 282) = 355.004, p ≤.000. The study concluded that there exists a strong positive correlation between service delivery and destination choice.

Keywords: Tourism, Medical Tourism, Hospital, Healthcare Service Delivery, Patrons’ Perception