Competencies of health tourism logistics service providers and their impact on elderly tourists’ decision-making and satisfaction: A structural equation modeling analysis

Abstract

This study aimed to identify the key competencies of health tourism logistics service providers that influence the decision-making and satisfaction of elderly tourists. The research involved 400 elderly tourists who visited Bangkok and the central region of Thailand. Data were collected through a structured questionnaire designed to measure the service providers’ competencies in six areas: work-related skills, interpersonal skills, management abilities, personal attributes, leadership, and experience in elderly care. It also assessed the tourists’ satisfaction and their decision-making related to the services received. Structural Equation Modeling (SEM) was used for data analysis. The findings showed that the competencies of service providers had a significant impact on both the decision-making and satisfaction of elderly tourists. Additionally, decision-making played a mediating role, indirectly influencing satisfaction. One key contribution of this study is the development of a competency framework for health tourism logistics service providers tailored to the needs of elderly tourists in Thailand. The inclusion of the decision-making process as a factor influencing satisfaction is another important aspect. Overall, the study presents a comprehensive model for improving tourism services to better meet the needs of elderly tourists in the future.