The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh
Publisher© 2014 W. S. Maney & Son Ltd.
AuthorAndaleeb, Syed Saad
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CitationAndaleeb, 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
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.