Determinants of patients’ perceived halal health-care services and its impact on word-of-mouth communication

Purpose Halal health-care services have emerged as an important sector and a new mode of the health-care service delivery system. This study aims to investigate patients’ perceived influence of halal health-care services on their engagement in word-of-mouth (WOM) communication with Islamic-friendly hospitals. The study examines the role of halal attributes (HAT), intrinsic value (INV), ethical responsibility (ERE) and hospital ambience (HAM) in determining perceived halal health-care services (PHHS) and WOM communication with others. Design/methodology/approach A cross-sectional survey was conducted with Islamic-friendly hospitals with a sample of 513 inbound and outbound patients. The data was analyzed using the partial least square method through SmartPLS 4.0. Findings The findings revealed that HAT, INV, ERE and HAM have a significant positive impact on patients’ PHHSs. Patients’ WOM communication is influenced by halal health-care services. Patients’ PHHSs mediated the relationship between HAT, INV, ERE, HAM and WOM communication. Originality/value This research contributes to the growing knowledge of halal health-care services, which is an important part of the global health-care industry. When patients share positive experiences, it can attract more people to Islamic-friendly hospitals, including both Muslims and non-Muslims who appreciate ethical and holistic care. This study helps health-care providers develop better service strategies that meet patients’ religious and moral needs while improving community service quality and well-being.