The relationships among quality, value, satisfaction and behavioral intention in health care provider choice

Choi, Kui Son; Cho, Woo Hyun; Lee, Sunhee; Lee, Hanjoon; Kim, Chankon

doi:10.1016/s0148-2963(02)00293-x

Cited by 461 publications

(533 citation statements)

References 34 publications

Supporting

Mentioning

425

Contrasting

Unclassified

Order By: Relevance

“…Service quality assessments are not unidimensional (Choi, Cho, Lee, & Choi, 2004). Service quality is defined as how well the service meets or exceeds the customers' expectations on a consistent basis (Parasuraman, Zeithaml, & Berry, 1985).…”

Section: Service Quality Perceptionmentioning

confidence: 99%

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

View full text Add to dashboard Cite

This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.

show abstract

Section: Service Quality Perceptionmentioning

confidence: 99%

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

View full text Add to dashboard Cite

show abstract

“…SERVQUAL model has been used a lot in the service sector especially in the restaurants (Parasuraman, et al, 1988). Empirical work on service quality and customer satisfaction has been done by various researchers including Spreng and Mackoy (1996), Jones and Suh (2000), Coyles and Gokey (2002) and Choi et al, 2004. A lot of literature can be found on these variables from countries like USA, UK, Canada or China; however there is a dearth of literature on service quality and service satisfaction in Pakistan.…”

Section: Introductionmentioning

confidence: 99%

Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector

Arslan,

Iftikhar,

Zaman

2014

SSRN Journal

View full text Add to dashboard Cite

The purpose of this study is to establish the relationship between service quality and customer satisfaction. Two main dimensions of service quality were taken i.e. reliability and empathy. This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. The sample size was 400 respondents and four main telecom service providers were considered for the study. The results were calculated by analytical software SPSS-20. It was concluded that service reliability and service empathy both have an effect on customer satisfaction. It was also determined that some factors were more satisfactory than the others. The findings of study reveal that percentages of customer satisfaction change with the service quality dimensions of reliability and empathy. Overall, it can be established that there is a significant relationship between customer satisfaction and service quality dimensions of empathy and reliability.

show abstract

“…Later work, however, described satisfaction as super-ordinate to service quality in the formation of consumers' intentions (Oliver, 1993;Taylor and Baker, 1994). A second stream of research has focused on the role of perceived value in explaining relationships between satisfaction and quality (Bolton and Drew, 1991;Choi et al, 2004;Cronin et al, 2000;Han et al, 2008). While yet a third approach has been to contrast the cognitive nature of service quality with the more affective nature of satisfaction (Liljander and Strandvik, 1997;Mano and Oliver, 1993;Oliver, 1993).…”

Section: Customer Satisfaction and Service Quality Evaluationmentioning

confidence: 99%

“…Consumers' behavioral intentions, as outcomes of service evaluation, are often described as a set of multiple (behavioural and non-behavioural) responses and significant attempts have been made to identify the factors which determine such intentions (Cronin et al, 2000;Jang and Namkung, 2009; including within a healthcare context (Choi et al, 2004;Dagger and Sweeney, 2006;Han et al, 2008). The relationship between evaluations, intended and actual behaviour, however, is complex and tenuous (Chandon et al, 2005;Morvitz, 1997).…”

Section: Introductionmentioning

confidence: 99%

The SAGE Handbook of Social Marketing

Noble¹,

Basil²

2011

View full text Add to dashboard Cite

The relationships among quality, value, satisfaction and behavioral intention in health care provider choice

Cited by 461 publications

References 34 publications

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector

The SAGE Handbook of Social Marketing

Contact Info

Product

Resources

About