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    The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh

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    Date
    2014
    Publisher
    © 2014 W. S. Maney & Son Ltd.
    Author
    Andaleeb, Syed Saad
    Metadata
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    URI
    http://hdl.handle.net/10361/7071
    Citation
    Andaleeb, S. S. (2014). The structure and measures of service quality perceptions for multiple-encounter services: A study of hospitals in bangladesh. International Journal of Healthcare Management, 7(2), 92-102. doi:10.1179/2047971913Y.0000000054
    Abstract
    This paper examines a complex multiple-encounter service environment – hospitals in a developing country – and suggests that service quality measures ought to be tied to key actors’ performance metrics. Based on face-to-face surveys of 400 hospital patients in Bangladesh and using structural equations modeling, our findings show that for multiple-encounter services, the three dimensions of service quality that emerged reflect key actors’ performance. We also corroborate, as a validation of our model, that there is a positive link between service quality and satisfaction, as well as between satisfaction and loyalty, reflecting a mediating role of patient satisfaction.
    Keywords
    Developing country; Measurement; Service quality; Structural equations
     
    Description
    This article was published in the International Journal of Healthcare Management [©2014 Published by W. S. Maney & Son Ltd] and the definite version is available at: http://doi.org/10.1179/2047971913Y.0000000054 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1179/2047971913Y.0000000054?journalCode=yjhm20
    Publisher Link
    http://www.tandfonline.com/doi/abs/10.1179/2047971913Y.0000000054?journalCode=yjhm20
    DOI
    http://doi.org/10.1179/2047971913Y.0000000054
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