health care service quality;
perceived value;
patient satisfaction;
trust;
commitment;
patients' behavioural intentions;
SERVICE QUALITY;
PATIENT SATISFACTION;
BEHAVIORAL INTENTIONS;
PERCEIVED VALUE;
PATIENTS TRUST;
COMMITMENT;
HOSPITALS;
LOYALTY;
VALIDATION;
IMPACT;
D O I:
10.5937/sjm16-25961
中图分类号:
C93 [管理学];
学科分类号:
12 ;
1201 ;
1202 ;
120202 ;
摘要:
Customer loyalty, with satisfaction of customers as its main precondition, has long been regarded as an overarching goal of service businesses. With the proliferation of health care providers, which brought about rising competitive pressures on the market, the issue of how to satisfy and keep patients has been attracting increasing attention of researchers and health care management. Therefore, this study aims to examine the antecedents of patient satisfaction and its direct and mediated impact on patients' behavioural intentions in thus far under-studied context of emerging economy's health care system. The study has been conducted in a primary health care setting, on a convenience sample of 300 patients, by means of structured questionnaire. The application of structural equation modelling (SEM) revealed direct impact of health care service quality on patient satisfaction and its mediated impact on satisfaction, via perceived value of health care services. In addition to direct influence of satisfaction on patients' behavioural intentions, its total effect on positive intentions of patients is increased by the impact of patient commitment to a health care provider, which, as evidenced by this study's findings, increases with patient's rising trust into a health care provider. Implications for theory and practice are discussed and further research directions are provided.
机构:
Inst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, SerbiaInst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, Serbia
Mihailovic, Natasa M.
Kocic, Sanja S.
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Inst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, Serbia
Univ Kragujevac, Dept Social Med, Fac Med Sci, Kragujevac, SerbiaInst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, Serbia
Kocic, Sanja S.
Trajkovic, Goran
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Univ Belgrade, Fac Med, Inst Med Stat & Informat, Belgrade, SerbiaInst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, Serbia
Trajkovic, Goran
Jakovljevic, Mihajlo
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机构:
Univ Kragujevac, Fac Med Sci, Hlth Econ & Pharmacoecon, Krasnoyarsk, RussiaInst Publ Hlth Kragujevac, Dept Social Med, Kragujevac, Serbia
机构:
Aligarh Muslim Univ, Fac Management Studies & Res, Aligarh, Uttar Pradesh, IndiaAligarh Muslim Univ, Fac Management Studies & Res, Aligarh, Uttar Pradesh, India
Kaur, Gagandeep
Kushwah, Silky Vigg
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IILM Inst Higher Educ, New Delhi, IndiaAligarh Muslim Univ, Fac Management Studies & Res, Aligarh, Uttar Pradesh, India
机构:
Embry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USAEmbry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USA
Curtis, Tamilla
Abratt, Russell
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机构:
Nova Southeastern Univ, H Wayne Huizenga Sch Business & Entrepreneurship, Ft Lauderdale, FL 33314 USAEmbry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USA
Abratt, Russell
Dion, Paul
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Susquehanna Univ, Selinsgrove, PA USAEmbry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USA
Dion, Paul
Rhoades, Dawna
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Embry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USAEmbry Riddle Aeronaut Univ, Daytona Beach, FL 32114 USA
机构:
Univ London Imperial Coll Sci Technol & Med, London SW7 2AZ, England
Supreme Council Hlth, Doha, QatarUniv London Imperial Coll Sci Technol & Med, London SW7 2AZ, England
Ali, Faleh Mohamed Hussain
Nikoloski, Zlatko
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Univ London London Sch Econ & Polit Sci, London WC2A 2AE, EnglandUniv London Imperial Coll Sci Technol & Med, London SW7 2AZ, England
Nikoloski, Zlatko
Reka, Husein
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Supreme Council Hlth, Doha, QatarUniv London Imperial Coll Sci Technol & Med, London SW7 2AZ, England