The Influence of Service Quality on Users' Behavioural Intentions in Developing Countries: A Cross-Sectional Study in Cape Verde's Public Hospitals

Abstract

The study analyses the influence of perceived service quality and patients' satisfaction on behavioral intentions, as well as the role of the institutional image in this chain of relations, studying also the applicability of the PAKSERV scale in the Cape Verdean health care context. Data collection was conducted through a self-administered questionnaire applied to emergency services users in two public hospitals in Cape Verde. Results of a structural equation modelling approach confirm the influence of perceived service quality and patients' satisfaction on behavioral intentions, as well as a partial mediation role of the institutional image. Findings also suggest the applicability of the PAKSERV scale in the context explored. This research contributes to the development of service management theory, first, testing the PAKSERV scale both in a different geographical context (Cape Verde), and in a different sectorial context (public hospitals), and second, analyzing the influence of service quality and users' satisfaction on behavioral intentions in the context of emergency services in Cape Verde's public hospitals.

The Behavioural Consequences of Perceived Service Quality: A Study of the Indian Telecommunication Industry

“…According to Choudhury (2014), Uppal and Mittal (2019) perceived dimensions of service quality have a strong impact on customers' complaining behaviour that can further be influenced by employees' attitudes. The study by Cruz and Mendes (2019) also concluded that users' satisfaction is the major determinant for their behavioural intentions. So, the present study also examines the relationship between customer behaviour intentions and the overall perceived service quality in the context of the Indian telecommunication industry.…”

“…A positive score indicates that the service exceeds the customer's expectation, while a negative gap indicates that the actual service is of a lower level than expected. Negative gaps are the areas for improvement (Qadri, 2015;Lee et al, 2016;Cruz & Mendes, 2019). This concept forms the base for this theoretical framework.…”

“…Anderson (1973), Bolton and Drew (1991), and Olshavsky and Miller (1972) also examined the affect of unconfirmed expectations on the customers product performance ratings. Specific indicators of positive customer behavioural intentions can be compiled by conveying positive things and recommending the service provider to others (Parasuraman et al, 1988;Parasuraman et al, 1991;Reichheld & Sasser, 1990;Choudhury, 2014;Cruz & Mendes, 2019). Ravichandran et al (2010) conducted a study to assess the impact of service quality dimensions on customer behavioural intentions in the Indian Banking Sector.…”

The Relationship between Service Quality, Satisfaction and Image on Revisit Intentions in Standard Inpatient Class Patients at Rumah Sakit Umum Pusat Surakarta

“…Satisfaction with BPJS patients must be maintained even though a standard inpatient class will be determined. Service quality influences customers' perceived value and satisfaction, resulting in greater loyalty, customer retention and attraction thereby increasing profitability (9). Service quality has been identified as a key service differentiator and a source of fundamental competitive advantage because companies always compete to a certain level of quality.…”