A model of service quality perceptions and health care consumer behavior.
Analysis of covariance structures (LISREL) was used to examine the influence of consumer held perceptions of service quality on consumer satisfaction and intentions to return. Results indicate that service quality is a significant predictor of consumer satisfaction which, in turn, predicts intention to return. Health care marketing implications are discussed.
O'Connor
S J
SJ
School of Business Administration, University of Wisconsin-Milwaukee 53201.
Shewchuk
R M
RM
Bowers
M R
MR
D004645:Empathy; D006748:Hospital Departments / Q000592:standards; D006749:Hospital Design and Construction; D015285:Hospital-Patient Relations; D016519:Hospitals, Religious / Q000592:standards / Q000706:statistics & numerical data; D008511:Medicine; D008960:Models, Psychological; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011361:Professional Competence; D011369:Professional-Patient Relations; D011787:Quality of Health Care / Q000592:standards*; D012107:Research Design; D012494:Sampling Studies; D015144:Southeastern United States; D013038:Specialization