Perceived service quality's effect on patient satisfaction and behavioural compliance

摘要

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.