An integrative model of customers' perceptions of health care services in Taiwan |
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Authors: | Hsiu-Lan Wu Chang-Yung Liu Wen-Hsin Hsu |
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Institution: | 1. Department of Information Management, Fortune Institute of Technology , Kaohsiung County , Taiwan, Republic of China sharen6133@gmail.com;3. Department of Business Administration , I-Shou University , Kaohsiung County , Taiwan, Republic of China;4. Department of Accounting, National Taiwan University , Taipei , Taiwan, Republic of China |
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Abstract: | As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions. |
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Keywords: | service quality patient satisfaction perceived value behavioural intentions |
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