title: Perceived service quality's effect on patient satisfaction and behavioural compliance.
abstract: OBJECTIVE
  The purpose of this paper is to advance healthcare service quality research using hierarchical component models.
  
  
  METHODS
  This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses.
  
  
  RESULTS
  The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS.
  
  
  CONCLUSIONS
  Only one hospital was evaluated.
  
  
  CONCLUSIONS
  The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design.
  
  
  CONCLUSIONS
  Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.
authors: Faculty of Business and Management, University College Shahputra, Kuantan, Malaysia.
authors: Bahari
authors: B
authors: Mohamed
authors: Noor Azlinna
authors: NA
authors: Azizan
mesh_terms: D003430:Cross-Sectional Studies; D006302:Health Services Research; D006761:Hospitals / Q000592:standards*; D006801:Humans; D008296:Malaysia; D017146:Models, Organizational; D017060:Patient Satisfaction; D058996:Quality Improvement; D011787:Quality of Health Care; D011795:Surveys and Questionnaires
keywords: Healthcare; Hierarchical perceived service quality; Population-based sampling