{"id":"https://openalex.org/W4415934286","doi":"https://doi.org/10.1109/aidas67696.2025.11213768","title":"From Insights to Impact: A DEMATEL-Based Analysis of Service Quality in Malaysia's Healthcare Tourism Sector","display_name":"From Insights to Impact: A DEMATEL-Based Analysis of Service Quality in Malaysia's Healthcare Tourism Sector","publication_year":2025,"publication_date":"2025-09-02","ids":{"openalex":"https://openalex.org/W4415934286","doi":"https://doi.org/10.1109/aidas67696.2025.11213768"},"language":"en","primary_location":{"id":"doi:10.1109/aidas67696.2025.11213768","doi":"https://doi.org/10.1109/aidas67696.2025.11213768","is_oa":false,"landing_page_url":"https://doi.org/10.1109/aidas67696.2025.11213768","pdf_url":null,"source":{"id":"https://openalex.org/S7407086711","display_name":"International Conference on Artificial Intelligence and Data Sciences (AiDAS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 6th International Conference on Artificial Intelligence and Data Sciences (AiDAS)","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5111593006","display_name":"Wan Normila Mohamad","orcid":"https://orcid.org/0000-0002-1453-9934","observed_orcids":["https://orcid.org/0000-0002-1453-9934"]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Wan Normila Mohamad","raw_affiliation_strings":["Universiti Teknologi MARA Kampus,Faculty of Business and Management,Seremban,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi MARA Kampus,Faculty of Business and Management,Seremban,Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085293944","display_name":"Zahari Md Rodzi","orcid":"https://orcid.org/0000-0003-4145-3340","observed_orcids":["https://orcid.org/0000-0003-4145-3340"]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Zahari Md Rodzi","raw_affiliation_strings":["Universiti Teknologi MARA Kampus,Faculty of Computer and Mathematical Sciences,Seremban,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi MARA Kampus,Faculty of Computer and Mathematical Sciences,Seremban,Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5011909942","display_name":"Jamilah Mohd Mahyideen","orcid":"https://orcid.org/0000-0003-4322-9174","observed_orcids":["https://orcid.org/0000-0003-4322-9174"]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Jamilah Mohd Mahyideen","raw_affiliation_strings":["Universiti Teknologi MARA Kampus,Faculty of Business and Management,Seremban,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi MARA Kampus,Faculty of Business and Management,Seremban,Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037286922","display_name":"Ida Muryany Md Yasin","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Ida Muryany Md Yasin","raw_affiliation_strings":["Universiti Teknologi MARA Kampus,Faculty of Applied Science,Kuala Pilah,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi MARA Kampus,Faculty of Applied Science,Kuala Pilah,Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081009024","display_name":"Ruhaida Saidon","orcid":"https://orcid.org/0009-0002-1395-6688","observed_orcids":["https://orcid.org/0009-0002-1395-6688"]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Ruhaida Saidon","raw_affiliation_strings":["College of Business, Universiti Utara Malaysia,Kedah,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, Universiti Utara Malaysia,Kedah,Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102775555","display_name":"Mawar Murni Yunus","orcid":"https://orcid.org/0000-0002-7832-6081","observed_orcids":["https://orcid.org/0000-0002-7832-6081"]},"institutions":[{"id":"https://openalex.org/I4164984","display_name":"International Islamic University Malaysia","ror":"https://ror.org/03s9hs139","country_code":"MY","type":"education","lineage":["https://openalex.org/I4164984"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Mawar Murni Yunus","raw_affiliation_strings":["Universiti Islam Antarabangsa,Dept of Economics and Finance,Selangor,Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Islam Antarabangsa,Dept of Economics and Finance,Selangor,Malaysia","institution_ids":["https://openalex.org/I4164984"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.26687598,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"432","last_page":"437"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12681","display_name":"Global Healthcare and Medical Tourism","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12681","display_name":"Global Healthcare and Medical Tourism","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.0013000000035390258,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/medical-tourism","display_name":"medical tourism","score":0.996999979019165},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9430000185966492},{"id":"https://openalex.org/keywords/malaysia","display_name":"Malaysia","score":0.3720000088214874},{"id":"https://openalex.org/keywords/post-treatment-follow-up","display_name":"post-treatment follow-up","score":0.9980000257492065},{"id":"https://openalex.org/keywords/hospitality-services","display_name":"hospitality services","score":0.9860000014305115},{"id":"https://openalex.org/keywords/patient-experience","display_name":"patient experience","score":0.5040000081062317}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6359000205993652},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.5575000047683716},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5494999885559082},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5364999771118164},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5322999954223633},{"id":"https://openalex.org/C105776082","wikidata":"https://www.wikidata.org/wiki/Q617473","display_name":"Likert scale","level":2,"score":0.5044000148773193},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.4846000075340271},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.47519999742507935},{"id":"https://openalex.org/C3018279614","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Healthcare service","level":3,"score":0.4724999964237213},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4611000120639801},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4478999972343445},{"id":"https://openalex.org/C2993226389","wikidata":"https://www.wikidata.org/wiki/Q757232","display_name":"Health tourism","level":3,"score":0.44040000438690186},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.43790000677108765},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3910999894142151},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.36559998989105225},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.3573000133037567},{"id":"https://openalex.org/C2778734068","wikidata":"https://www.wikidata.org/wiki/Q1344240","display_name":"Sustainable tourism","level":3,"score":0.3531000018119812},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.3522999882698059},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.3330000042915344},{"id":"https://openalex.org/C2986740045","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health services","level":3,"score":0.31869998574256897},{"id":"https://openalex.org/C2777615720","wikidata":"https://www.wikidata.org/wiki/Q11888847","display_name":"Prioritization","level":2,"score":0.31130000948905945},{"id":"https://openalex.org/C2988170871","wikidata":"https://www.wikidata.org/wiki/Q11000047","display_name":"Healthcare system","level":3,"score":0.30979999899864197},{"id":"https://openalex.org/C11671645","wikidata":"https://www.wikidata.org/wiki/Q5054567","display_name":"Causal model","level":2,"score":0.3005000054836273},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2946000099182129},{"id":"https://openalex.org/C60641444","wikidata":"https://www.wikidata.org/wiki/Q841602","display_name":"Delphi method","level":2,"score":0.2809999883174896},{"id":"https://openalex.org/C2781321835","wikidata":"https://www.wikidata.org/wiki/Q757232","display_name":"Medical tourism","level":3,"score":0.27619999647140503},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.2702000141143799},{"id":"https://openalex.org/C2989086416","wikidata":"https://www.wikidata.org/wiki/Q15067276","display_name":"Healthcare industry","level":3,"score":0.2500999867916107}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/aidas67696.2025.11213768","doi":"https://doi.org/10.1109/aidas67696.2025.11213768","is_oa":false,"landing_page_url":"https://doi.org/10.1109/aidas67696.2025.11213768","pdf_url":null,"source":{"id":"https://openalex.org/S7407086711","display_name":"International Conference on Artificial Intelligence and Data Sciences (AiDAS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 6th International Conference on Artificial Intelligence and Data Sciences (AiDAS)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being","score":0.6240000128746033},{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5378999710083008},{"id":"https://metadata.un.org/sdg/10","display_name":"Reduced inequalities","score":0.4000000059604645}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":26,"referenced_works":["https://openalex.org/W2322594087","https://openalex.org/W2339761913","https://openalex.org/W2803393464","https://openalex.org/W2918106483","https://openalex.org/W2992907097","https://openalex.org/W3009959579","https://openalex.org/W3010917592","https://openalex.org/W3094248605","https://openalex.org/W3116625084","https://openalex.org/W3132878862","https://openalex.org/W3133617592","https://openalex.org/W3163800866","https://openalex.org/W3177078645","https://openalex.org/W3188158560","https://openalex.org/W3210148937","https://openalex.org/W4205931541","https://openalex.org/W4307356533","https://openalex.org/W4376137956","https://openalex.org/W4381681288","https://openalex.org/W4383343943","https://openalex.org/W4387871056","https://openalex.org/W4392163135","https://openalex.org/W4392628236","https://openalex.org/W4396223852","https://openalex.org/W4396998756","https://openalex.org/W4400552141"],"related_works":["https://openalex.org/W4220750371","https://openalex.org/W2947970391","https://openalex.org/W7211931918","https://openalex.org/W7203640238","https://openalex.org/W2098467320","https://openalex.org/W4391237862","https://openalex.org/W1965574250","https://openalex.org/W4409395192","https://openalex.org/W3037697745","https://openalex.org/W4411635712"],"abstract_inverted_index":{"Malaysia's":[0],"healthcare":[1,120],"tourism":[2],"sector":[3],"is":[4],"globally":[5],"recognized,":[6],"but":[7],"persistent":[8],"service":[9,107],"barriers":[10,29],"hinder":[11],"its":[12],"sustainable":[13],"growth.":[14],"This":[15],"study":[16,86],"identifies":[17],"and":[18,32,53,76,109,116],"analyzes":[19],"inter-barrier":[20],"relationships":[21],"using":[22,37],"the":[23,65],"Classical":[24],"DEMATEL":[25],"method.":[26],"Seven":[27],"critical":[28],"were":[30],"validated":[31],"assessed":[33],"by":[34],"ten":[35],"experts":[36],"a":[38,88],"7-point":[39],"Likert":[40],"scale.":[41],"The":[42,85],"resulting":[43],"causal":[44,60,104],"map":[45],"revealed":[46],"that":[47],"\u201cLimited":[48],"digital":[49],"information":[50],"accessibility\u201d":[51],"(B1)":[52],"\u201cPoor":[54],"post-treatment":[55],"follow-up\u201d":[56],"(B2)":[57],"are":[58],"key":[59],"barriers,":[61],"with":[62],"B1":[63],"having":[64],"highest":[66],"net":[67],"influence":[68],"($R-C=1.091$).":[69],"In":[70],"contrast,":[71],"\u201cService":[72],"quality":[73],"inconsistency\u201d":[74],"(B6)":[75],"\u201cInadequate":[77],"hospitality":[78],"services\u201d":[79],"(B4)":[80],"emerged":[81],"as":[82],"dependent":[83],"barriers.":[84],"offers":[87],"data-driven":[89],"prioritization":[90],"framework":[91],"for":[92,112],"stakeholders":[93],"to":[94],"target":[95],"high-impact":[96],"interventions.":[97],"Findings":[98],"provide":[99],"both":[100],"theoretical":[101],"contributions":[102],"in":[103,119],"modeling":[105],"of":[106],"systems":[108],"practical":[110],"insights":[111],"enhancing":[113],"policy,":[114],"marketing,":[115],"patient":[117],"experience":[118],"tourism.":[121]},"counts_by_year":[],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2025-11-05T00:00:00"}
