Perceived service quality’s effect on patient satisfaction and behavioural compliance
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 20 April 2015
Abstract
Purpose
The purpose of this paper is to advance healthcare service quality research using hierarchical component models.
Design/methodology/approach
This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses.
Findings
The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS.
Research limitations/implications
Only one hospital was evaluated.
Practical implications
The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design.
Originality/value
Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.
Keywords
Citation
Mohamed, B. and Azizan, N.A. (2015), "Perceived service quality’s effect on patient satisfaction and behavioural compliance", International Journal of Health Care Quality Assurance, Vol. 28 No. 3, pp. 300-314. https://doi.org/10.1108/IJHCQA-06-2014-0074
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited