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KMID : 0371020000330040426
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Journal of Preventive Medicine and Public Health
2000 Volume.33 No. 4 p.426 ~ p.435
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Structural Modeling of Quality, Satisfaction, Value and Purchase Intention in Health Care Service
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Choi Kui-Son
Cho Woo-Hyun
Lee Sun-Hee
Nam Chung-Mo
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Abstract
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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 567 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 rest Its 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.
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KEYWORD
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Service quality, Satisfaction, Service value, Puchase intention
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