Related Experiment Video
Updated: Oct 12, 2025

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
Published on: September 27, 2019
Impact of COVID-19 prevention measures on health service quality, perceived value and user satisfaction. A structural
Diego Gómez-Carmona1, Alberto Paramio2, Serafín Cruces-Montes2
1Department of Marketing and Communication, Faculty of Social Sciences, University of Cadiz, 11405 Jerez de la Frontera, Spain; Instituto de Desarrollo Social y Sostenible (INDESS), University of Cadiz, 11405 Jerez de la Frontera, Spain.
Objective:
To explain using a structural equation model to patient satisfaction by analysing confidence in preventive measures against COVID-19 as an antecedent of this satisfaction and the effect that these measures have on the antecedents of service quality and perceived value.
Design:
An observational cross-sectional study. SITE: Online survey was sent via social networks for recruiting citizens resident in Spain.
Participants:
The final sample consisted of 149 women and 122 men. The mean age of the participants was 36.73 years, all of whom were health service users.
Interventions:
No interventions were conducted in the study.
Main Measurements:
The study variables for the development of the structural equation model were: confidence in COVID-19 safety protocol, perceived value, quality and user satisfaction.
Results:
The results showed a direct and positive effect of confidence in COVID-19 safety protocol on the quality of services provided, perceived value and user satisfaction.
Conclusions:
The study is expected to be of interest to those in charge of designing protective measures against the spread of diseases, health centre managers and marketing professionals interested in the improvement user satisfaction, affected as a result of the current pandemic.
Related Concept Videos
Models of Health Promotion and Illness Prevention I
The health belief model (HBM) attempts to predict health-related behavior in specific belief patterns. According to the HBM, a person's...
Models of Health Promotion and Illness Prevention II
The agent-host-environment model states that disease results...
Self-Evaluation Maintenance Model
Response Surface Methodology
The process of RSM involves several key steps:
Healthcare Associated Infections II: Preventive Measures
The best practices for preventing healthcare-associated infections include hand hygiene, patient risk...
Study Designs in Epidemiology
Observational studies are those where the researcher does not intervene but rather observes natural variations. They include cross-sectional, cohort, and...

