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Published on: February 16, 2011
Perceived service quality's effect on patient satisfaction and behavioural compliance
Bahari Mohamed1, Noor Azlinna Azizan
1Faculty of Business and Management, University College Shahputra, Kuantan, Malaysia.
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.
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