PURPOSE
The purpose of this study was to examine the effect of patient perception of the switching cost and negative word of mouth on revisit intention of patients in out-patient departments (OPDs) of general hospitals.
METHODS
The participants were 306 patients in general hospital, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics, Spearman correlation coefficient, and logistic regression with SPSS Win.
RESULTS
Relational switching cost was positively correlated with revisit intention (r=.58, p=<.001), but not financial switching cost or procedural switching cost. Negative word of mouth was negatively correlated with revisit intention (r=-.22, p=<.001). The significant predictors influencing revisit intention in patients was relational switching cost.
CONCLUSION
The findings of this study suggest that hospital and nursing managers should seek to bolster perceptions of switching costs and negative word of mouth, which subsequently increases revisit intentions in small hospitals located in the country as well as urban large hospitals.

Citations

• Dental tourism: factors influencing travelers’ revisit intention to the Mexican border
  Karen Ramos, Onesimo Cuamea
  International Journal of Tourism Cities.2023; 9(3): 806.     CrossRef
• Brand image as the competitive edge for hospitals in medical tourism
  Tat Huei Cham, Boon Liat Cheng, Mei Peng Low, Jason Boon Chuan Cheok
  European Business Review.2021;[Epub]     CrossRef
• Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi
  Chenyu Zhang, Junkyu Park, Mark A. Bonn, Meehee Cho
  Sustainability.2021; 13(6): 3581.     CrossRef
• Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia
  Salmi Mohd Isa, Grace Sze Sze Lim, Phaik Nie Chin
  International Journal of Pharmaceutical and Healthcare Marketing.2019; 13(2): 140.     CrossRef
• The Impact of Social Network on Italian Users' Behavioural Intention for the Choice of a Medical Tourist Destination
  Francesca Di Virgilio, Angelo A. Camillo, Isabell C. Camillo
  International Journal of Tourism and Hospitality Management in the Digital Age.2017; 1(1): 36.     CrossRef
• eWOM, revisit intention, destination trust and gender
  A. Mohammed Abubakar, Mustafa Ilkan, Raad Meshall Al-Tal, Kayode Kolawole Eluwole
  Journal of Hospitality and Tourism Management.2017; 31: 220.     CrossRef
• Does eWOM influence destination trust and travel intention: a medical tourism perspective
  Abubakar Mohammed Abubakar
  Economic Research-Ekonomska Istraživanja.2016; 29(1): 598.     CrossRef
• Impact of online WOM on destination trust and intention to travel: A medical tourism perspective
  Abubakar Mohammed Abubakar, Mustafa Ilkan
  Journal of Destination Marketing & Management.2016; 5(3): 192.     CrossRef
• Understanding medical tourists: Word-of-mouth and viral marketing as potent marketing tools
  Eugene Yeoh, Khalifah Othman, Halim Ahmad
  Tourism Management.2013; 34: 196.     CrossRef
• Causal Relationships Among Perceived Risk, Satisfaction, Switching Cost and Loyalty in Outpatient Health Services
  Young-Hee Yom, Kyu Eun Lee
  Journal of Korean Academy of Nursing Administration.2011; 17(4): 516.     CrossRef