Structural Modeling of Quality, Satisfaction, Value and Purchase Intention in Health Care Service.
- Author:
Kui Son CHOI
1
;
Woo Hyun CHO
;
Sunhee LEE
;
Jung Mo NAM
Author Information
1. Department of Preventive Medicine, Medical College of Ewha Womans University.
- Publication Type:Original Article
- Keywords:
Service quality;
Satisfaction;
Service value;
Purchase intention
- MeSH:
Delivery of Health Care*;
Humans;
Intention*;
Models, Structural*;
Negotiating;
Outpatients;
Surveys and Questionnaires
- From:Korean Journal of Preventive Medicine
2000;33(4):426-435
- CountryRepublic of Korea
- Language:Korean
-
Abstract:
OBJECTIVES: To determine the relationships among quality, satisfaction, value and purchase intention in health care service. METHODS: The data were gathered from out-patients who had used hospital services. They were asked to assess service quality, satisfaction, service value, and purchase intention. A total of 557 usable questionnaires were gathered. The data were analyzed using SAS version 6.12. The analytic methods employed in the study were confirmatory analysis and covariance structural analysis. RESULTS: Service quality exhibited a significant and positive relationship with satisfaction, service value, and purchase intention. Furthermore, satisfaction had a significant and positive relationship with purchase intention. And finally, service value had a significant and positive relationship with both satisfaction and purchase intention. Based on these findings, it is evident that satisfaction was a mediator between service quality and purchase intention. Also service value played a mediating role between service quality and satisfaction. CONCLUSIONS: These results suggest that service quality is an antecedent of satisfaction and service value, and exerts a stronger influence on purchase intentions than satisfaction and service value do. Thus, managers may need to emphasize service quality in health care.
