UCPERF: An Urgent Care Patient Satisfaction Instrument

Qin, Hon G; Prybutok, Victor R.; Peak, Daniel A.; Boakye, Kwabena G.

doi:10.1080/10686967.2014.11918393

Cited by 13 publications

(13 citation statements)

References 57 publications

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“…Moreover, the result of data analysis shows that perceived service quality has a positive effect on customer satisfaction and customer loyalty. The finding supports H4 and H5, meaning a consistent finding with previous research studies [33], [34], [35], [36], [37], [29], [38], [39], [40].…”

Section: Hypotheses Testingsupporting

confidence: 92%

“…Perceived quality is one of the most significant factors that affect customer satisfaction and behavior intention [35], [36], [37] and many researchers have studied the relationship between perceived quality and satisfaction [29]. In the field of service industry, the importance of perceived quality as relates to the service provider's success or failure has been well studied [38], [39], [40], [35].…”

Section: B Perceived Qualitymentioning

confidence: 99%

“…Many previous studies have actively examined the relationship between customer satisfaction, service quality, and purchase intention. Service quality is an antecedent of customer satisfaction [46], [47], [35], [36], [48].…”

Section: Customer Satisfactionmentioning

confidence: 99%

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Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry

Mariyudi¹,

Matriadi²

2018

Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)

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This research analyzes the relationship between value co-creation behavior, perceived service quality, customer satisfaction and customer loyalty, using a Service-Dominant logic (SD logic) theoretical framework. Using structural equation modeling, the study examines a sample of 350 online product communities in Indonesia. The empirical analysis provides conclusive evidence that the value co-creation behavior has an influence on the perceived service quality and customer satisfaction. It also confirms that perceived service quality and customer satisfaction have an influence on customer loyalty. To ensure an effective value co-creation process, firms need to motivate their customers to participate.

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Section: Hypotheses Testingsupporting

confidence: 92%

Section: B Perceived Qualitymentioning

confidence: 99%

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Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry

Mariyudi¹,

Matriadi²

2018

Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)

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“…There exists a large body of research in the healthcare service literature that examines the role of perceived service quality on customer satisfaction, value, behavioral intention, and firm performance (Qin et al , 2014; Eitel et al , 2010; Manary et al , 2013; Choi et al , 2004). These studies highlight various models that show significant relationships among latent variables.…”

Section: Introductionmentioning

confidence: 99%

An assessment of national healthcare service delivery: a Ghanaian illustration

Boakye

Blankson

Prybutok

et al. 2017

IJQRM

Self Cite

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Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Design/methodology/approach Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model. Findings Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. Research limitations/implications This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study. Originality/value This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.

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“…However, it was noteworthy that although the second-order (or high-order) construct was prevalent for current SEM analyses of patient satisfaction (Amin & Zahora Nasharuddin, 2013;Andaleeb & Kara, 2014;Kazemi et al, 2013;Qin, 2014), most previous patient satisfaction models based on Chinese samples were still limited to the first-order ones (Lei & Jolibert, 2012) and they rarely mentioned the impact of models' orders on the result. As Ping Jr. said, little is known about interactions involving second-order latent variables (LVs) (i.e., LVs that have other LVs as "indicators") in structural equation models (Ping Jr., 2015).…”

Section: Introductionmentioning

confidence: 99%

How Do Orders Impact Structural Equation Model? Empirical Evidence from Patient Satisfaction

Liu¹

2016

PSYCH

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There haven't been enough empirical evidences of orders' impact on structural equation model and satisfaction index results. This study is conducted to figure out the problem by making a comparison between the first-order and high-order structural equation models building with the same sample from healthcare. As expected, results showed that the path coefficients and goodness-of-fit indices of high-order structural equation model were basically the same with its counterpart, suggesting the structural equation model's orders would not affect the index and play the role of simplifying the model. Besides, compared with the conventional first-order structural equation model in patient satisfaction, the high-order model tended to be an improvement, for providing the probability of analyzing intermediate latent variables and forming the theoretical basis of multi-level structural equation modeling study.

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UCPERF: An Urgent Care Patient Satisfaction Instrument

Cited by 13 publications

References 57 publications

Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry

Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry

An assessment of national healthcare service delivery: a Ghanaian illustration

How Do Orders Impact Structural Equation Model? Empirical Evidence from Patient Satisfaction

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