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JPMPH : Journal of Preventive Medicine and Public Health

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Jung Mo Nam 1 Article
Structural Modeling of Quality, Satisfaction, Value and Purchase Intention in Health Care Service.
Kui Son Choi, Woo Hyun Cho, Sunhee Lee, Jung Mo Nam
Korean J Prev Med. 2000;33(4):426-435.
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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 557 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 results 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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JPMPH : Journal of Preventive Medicine and Public Health