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An integrative model of customers' perceptions of health care services in Taiwan.
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- Author(s): Wu, Hsiu-Lan1 (AUTHOR) ; Liu, Chang-Yung2 (AUTHOR); Hsu, Wen-Hsin3 (AUTHOR)
- Source:
Service Industries Journal. Dec2008, Vol. 28 Issue 9, p1307-1319. 13p. 1 Diagram, 4 Charts.- Subject Terms:
- Source:
- Additional Information
- Subject Terms:
- 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. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
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