ONLINE WORD OF MOUTH ON INDONESIAN BEHAVIOUR IN MALAYSIAN HEALTHCARE SERVICES
Abstract
Purpose –The purpose of this study was to examine the effect of online word of mouth on the medical treatment of Indonesians in Malaysian hospitals. Design/methodology/approach – The analysis of 401 patients from Indonesia who had undergone medical treatment in Malaysian hospitals was done using SPSS. A convenience sampling technique was used in this study. A total of 401 questionnaires were distributed. Findings - the intensity and content of online word of mouth related to purchase behaviour, while valence of online word of mouth not related to purchase behaviour (rejected). Research limitations/implications – This research examined the concept of word of mouth communication and online word of mouth communication.. However, this study did not explore offline word of mouth or traditional word of mouth communication. Practical implications –The results indicate that the source from experts was not as the main information source. Hospital managers should be using another method to share hospital information through social media (online) Originality/value – This study will enable hospital managers should use the information technology sophisticated to promote their services and then using the comment of medical expert as a stimulation media.
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Buttle, Francis. (2009). Customer Relationship Management Concepts and Technologies Second Edition. USA: Elsevier Ltd.
Castro, J. M. (2009). Health Care in Malaysia. Available at http://www.expatforum.com/articles/health/health-care-in-malaysia.html. Accessed September 24, 2016.
Central Bureau of Statistics Malaysia (2007). Yearbook of Statistics 2007. Kuala Lumpur: Department of Statistics, Malaysia.
Deliya, Mitul M. & Parmar, Bhavesh J. (2012). Role of Packaging on Consumer Buying, Behavior – Patan District, Global Journal of Management and Business Research, Volume 12 Issue 10 Version 1.0 June 2012
Dellarocas Chrysanthos & Ritu Narayan. (2006). A Statistical Measure of a Population's Propensity to Engage in Post-Purchase Online Word-of-Mouth. Statistical Science, 21(2), 277-285.
Deloitte Development LLC. (2008). Deloitte Medical Tourism, Deloitte Development LLC, USA.
Department for Professional Employees (2016). The U.S. Health Care System: An International Perspective, Fact Sheet 2016, http://dpeaflcio.org/
Emerging Market Direct (2013). Malaysia milking through healthcare services. PRLOG-Press Release Distribution, https://www.prlog.org/
Frost & Sullivan. (2010) Malaysia’s medical tourism industry has healthy vitals. Retrieved April 14, 2012, from http://www.frost.com
Godes, D. D.Mayzlin. (2004). Using Online Conversations to Study Word-of-Mouth Communication. Marketing Science 23: 545-560.
Gopal. (2008). The key issues and challenges in medical tourism sector in India (A Hospital perspective) Y. Patil Institute of Management Studies, Navi Mumba. Conference on Tourism in India – Challenges Ahead, 15-17 May 2008, IIMK
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010). e-WOM scale: word-of-mouth measurement scale for e-services context. Canadian Journal of Administrative Science, 27(1), 5–23.
Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75.
Hasbullah Thabrany. (1995). Health Insurance and the Demand for Medical Care in Indonesia. Dissertation, Doctor of Public Health, University of California at Berkeley
Hennig-Thurau, T., K. P. Gwinner, G.Walsh & D. D. Gremler. (2004). Electronic Word-of-Mouth Via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?. Journal of Interactive Marketing 18: 38-52.
International Medical Travel Journal – IMTJ (2016). Malaysia Medical Tourism Figures 2015, https://www.imtj.com/news/Malaysia-medical-tourism-figures-2015/accessed 23 April 2017
Jaffe, Joseph (2007). Join the Conversation: How to Engage Marketing-Weary Consumers with the Power of Community, Dialogue and Partnership. New York: John Wiley & Sons.
Kelly, Lois (2007). Beyond Buzz: The Next Generation of Word-of-Mouth Marketing, Paperback – March 26, 2007. New York: AMACOM.
Lewis James & Cooper James (2015). Expenditure on Healthcare in the UK, 2013, Office for National Statistics, https://visual.ons.gov.uk
Libai B., Bolton R., Bu¨gel M.S., Ruyter K.d., Oliver G., Risselada H., & Stephen A. T. (2010). Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research. Journal of Service Research, 13(3) 267-282
Malaysia Healthcare Travel Council (MHTC). (2017). Quality Care for Your Peace of Mind: Malaysian Health Travel Council
Manuela López & María Sicilia. (2013). How to Develop WOM Marketing. Electronic Payment Systems for Competitive Advantage in E-Commerce, 30-47.
Ministry of Health (2010). Indonesian Health Profil 2010. Jakarta: Ministry of Health.
Ministry of Health Malaysia (2010). Country Health Plan, 10th Malaysia Plan 2011-2015. http.www.gov.my
Moe, Wendy W. & Michael Trusov. (2011). Measuring the Value of Social Dynamics in Online Product Forums. Journal of Marketing Research, forthcoming.
MOH (Ministry of Health). (1980). Sejarah Kesehatan Nasional Indonesia. Jakarta
Nielsen’s Global Survey (2007) Word-of-mouth recommendations remain the most credible, http://www.nielsen.com
Ramya M Vijaya (2010). Revenue Generation or International Transfer of healthcare Problems?. Journal of Economis. Issue, Vo.XLIV No.1 March 2010, p.53-68
Rosen, Emanuel. (2009). The Anatomy of Buzz Revisited: Real-life lessons in Word-of-Mouth Marketing. New York: Doubleday.
Sekaran, U. (2003). Research Methods for Business: a skill building approach (Fourth Edition ed.). New York: John Wiley and Sons, Inc.
Sundar, S. S., Jia, H., Waddell, T. F., & Huang, Y. (2015). Toward a theory of interactive media effects (TIME): Four models for explaining how interface features affect user psychology. In S. S. Sundar (Ed.), The handbook of the psychology of communication technology (pp. 47-86). Malden, MA: Wiley Blackwell.
World Bank Statistic. (2014) Health expenditure, total (% of GDP) https://data.worldbank.org
Yeoh Eugene, Khalifah Othman & Halim Ahmad. (2013). Understanding medical tourists: Word-of-mouth and viral marketing as potent marketing tools, Original Research Article Tourism Management.
Published
2020-10-07
How to Cite
KHAIR, Hazmanan; ERLINDA, Erlinda; LADEWI, Yuhanis.
ONLINE WORD OF MOUTH ON INDONESIAN BEHAVIOUR IN MALAYSIAN HEALTHCARE SERVICES.
Accounting and Business Journal, [S.l.], v. 2, n. 2, p. 31-37, oct. 2020.
ISSN 2746-4431.
Available at: <https://jurnal.pancabudi.ac.id/index.php/Accountingandbussinessjournal/article/view/1004>. Date accessed: 22 dec. 2024.
doi: https://doi.org/10.54248/abj.v2i2.1004.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
