A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare systemReport as inadecuate




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BMC Health Services Research

, 12:436

Quality, performance, safety and outcomes

Abstract

BackgroundPrevious research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system.

MethodsThis research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model SEM specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis.

ResultsThe results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model satisfaction mediates quality and loyalty is the most appropriate one in the context of the Chinese healthcare environment.

ConclusionsIn this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services.

KeywordsPerceived quality Patient satisfaction Patient loyalty Models comparison Health service Electronic supplementary materialThe online version of this article doi:10.1186-1472-6963-12-436 contains supplementary material, which is available to authorized users.

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Author: Ping Lei - Alain Jolibert

Source: https://link.springer.com/







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