Analysis of the relationship between satisfaction levels and revisit intentions of patients applying to city hospitals within the scope of health tourism: A case study of Ankara Bilkent City Hospital

The expectations and satisfaction levels of patients who apply to institutions within the scope of health tourism influence their intention to revisit the service. It is known that this situation contributes to the country's economy and the healthcare sector. One of the institutions that provide services within the scope of health tourism is city hospitals. In this context, the aim of this study is to determine the satisfaction level and the revisit intention level of health tourists who applied to Ankara Bilkent City Hospital, and then to reveal whether these levels differ significantly based on socio-demographic and other characteristics. Another aim of the study is to determine the relationship between the satisfaction level of service quality and the intention to revisit. The data for this study were collected from 894 health tourism patients at Ankara Bilkent City Hospital between April 1, 2022, and October 1, 2022. Data were collected by survey method. Data were analyzed with IBM SPSS 27.0 and AMOS 23.0 package programs. According to findings, there are statistically significant differences in the level of satisfaction with the quality of the services received by health tourists depending on their marital status, age, income, nationality, and country of origin. The level of revisit intention differs significantly by income level, nationality, and country of origin. As a result of the correlation analysis, a high level of positive and significant relationship was determined between satisfaction for service quality and revisit intention (r =0,755; p<0,001). The regression analysis indicates that perceived satisfaction level for service quality influences revisit intention ((β =0,809; p<0,001) and explains 65% of the total change in revisit intention (R2=0,650). In conclusion, factors such as perceived service quality and patient satisfaction play an important role in the decision-making process of health tourists and their intention to revisit the healthcare facility.