声明
CHAPTER 1: INTRODUCTION
1.1 Background to the study
1.2 Problem Statement
1.3 Purpose of the study
1.4 Research objectives and questions
1.4.1 Specific objectives
1.4.2 Research Questions
1.5 Significance of the study
1.6 Organization of the study
CHAPTER 2: LITERATURE REVIEW
2.1.1 Service delivery
2.1.2 Features of service delivery
2.1.3 Patients’ participation in healthcare
2.1.4 Patient Satisfaction
2.1.5 Patient Loyalty
2.2 Theoretical Review
2.2.1 Service Quality Model
2.2.2 Patient satisfaction
2.2.3 Customer loyalty theory
2.3 Empirical studies on service quality, satisfaction and loyalty
2.4 Conceptual Model
CHAPTER 3: RESEARCH METHODOLOGY
3.1 Research design
3.2 The Population and Sampling Procedures
3.3 Data collection instruments
3.4 Data Collection procedure
3.4.1 Pre-testing of instruments
3.4.2 Validity and reliability of instruments
3.5 Data processing and analysis procedure
3.6 Missing Data
3.7 Quality of the Research
3.8 Research Philosophies
3.8.1 Research Epistemology
3.8.2 Research Ontology
CHAPTER 4: RESULTS
4.1 Respondents social profiles
4.2 Psychometric properties for first-order construct
4.3 Assessment of the Hierarchical Service quality Model
4.4 Results of research structural model
4.5 Assessment of mediating effect of patient satisfaction
4.6 Goodness of fit
CHAPTER 5: DISCUSSION AND IMPLICATIONS
5.1 Demographic Background
5.2. Discussion of hypothesis results
5.2.1 Impact of service quality on patient satisfaction
5.2.2 Relationship between patient satisfaction and patient loyalty
5.2.3 Relationship between service quality and patient loyalty
5.2.4 Mediating role of patient satisfaction
5.3.1 Contribution to knowledge
5.3.2 Implication for managers
5.3.3 Implication for service practitioners
5.3.4 Implication for policy-makers
CHAPTER 6: CONCLUSIONS AND RECOMMENDATIONS
6.1 Conclusions of the findings
6.2 Recommendations
6.3 Limitations and avenues for future research
参考文献
致谢
PAPER PUBLISHED
APPENDIX A: QUESTIONARIES
江苏大学;
