The impact of structure and process attributes on satisfaction and behavioral intentions

This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a structural equation model that encompasses these relationships based on a survey of 635 consumers of healthcare services. The results indicate that satisfaction with both structure and process attributes have a significant impact on global satisfaction. Global satisfaction was found to directly influence both intention to recommend and intention to return to the healthcare service provider.

[1]  Chezy Ofir,et al.  In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations , 2001 .

[2]  Christian Grönroos,et al.  Relationship marketing: The strategy continuum , 1995 .

[3]  M. Calnan,et al.  Convergence and divergence: assessing criteria of consumer satisfaction across general practice, dental and hospital care settings. , 1991, Social science & medicine.

[4]  C. Fornell,et al.  Customer Satisfaction, Market Share, and Profitability: Findings from Sweden , 1994 .

[5]  V. Zeithaml.  Service quality, profitability, and the economic worth of customers: What we know and what we need to learn , 2000 .

[6]  Judith A. Hall,et al.  What patients like about their medical care and how often they are asked: a meta-analysis of the satisfaction literature. , 1988, Social science & medicine.

[7]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[8]  A. Stern,et al.  The built environment as a component of quality care: understanding and including the patient's perspective. , 1999, The Joint Commission journal on quality improvement.

[9]  J. Nunnally.  Psychometric Theory (2nd ed), New York: McGraw-Hill. , 1978 .

[10]  R. D. Buzzell,et al.  Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses , 1983 .

[11]  David M. Szymanski,et al.  Customer satisfaction: A meta-analysis of the empirical evidence , 2001 .

[12]  Lawrence A. Crosby,et al.  Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry , 1987 .

[13]  J. S. Long,et al.  Testing Structural Equation Models , 1993 .

[14]  R. Ford,et al.  Creating a Healing Environment: The Importance of the Service Setting in the New Consumer‐Oriented Healthcare System , 2000, Journal of healthcare management / American College of Healthcare Executives.

[15]  R. Sitgreaves.  Psychometric theory (2nd ed.). , 1979 .

[16]  Zifko-Baliga Gm,et al.  Managing perceptions of hospital quality. Negative emotional evaluations can undermine even the best clinical quality. , 1997 .

[17]  T Hennig-Thurau.  A Relationship Marketing Perspective of Complaint Satisfaction in Services Settings: Empirical Findings , 2001 .

[18]  Michael R. Solomon,et al.  Predictability and Personalization in the Service Encounter , 1987 .

[19]  Terence A. Oliva,et al.  A Catastrophe Model for Developing Service Satisfaction Strategies , 1992 .

[20]  Kenneth A. Bollen,et al.  Overall Fit in Covariance Structure Models: Two Types of Sample Size Effects , 1990 .

[21]  William T. Ross,et al.  The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions , 1998 .

[22]  David B. Greenberger,et al.  The Patient Satisfaction Process: Moving Toward a Comprehensive Model , 1993, Medical care review.

[23]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[24]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[25]  M. D. Richard,et al.  Service quality attributes and choice behaviour , 1993 .

[26]  G Cohen,et al.  Age and health status in a patient satisfaction survey. , 1996, Social science & medicine.

[27]  E. Anderson,et al.  Strengthening the Satisfaction-Profit Chain , 2000 .

[28]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[29]  R. Oliver.  Whence Consumer Loyalty? , 1999 .

[30]  J. Sinacore,et al.  The Importance of Patient Preferences in the Measurement of Health Care Satisfaction , 1993, Medical care.

[31]  A. Dolinsky,et al.  Psychographic factors underlying satisfaction of senior adults with ambulatory health care provided by physicians: an exploratory study. , 1997, Journal of health and human services administration.

[32]  R. Rust,et al.  The Role of Marketing , 1999 .

[33]  Ruth N. Bolton,et al.  A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery , 1999 .

[34]  Karl G. Jöreskog,et al.  Lisrel 8: Structural Equation Modeling With the Simplis Command Language , 1993 .

[35]  J. S. Long,et al.  Testing Structural Equation Models , 1993 .

[36]  Prashanth U. Nyer,et al.  Cathartic Complaining as a Means of Reducing Consumer Dissatisfaction , 1999 .

[37]  Robert Johnston,et al.  The Effect of Intensity of Dissatisfaction on Complaining Behaviour , 1998 .

[38]  R. Kravitz.  Patients' Expectations for Medical Care: An Expanded Formulation Based on Review of the Literature , 1996, Medical care research and review : MCRR.

[39]  R. Reidenbach,et al.  Exploring perceptions of hospital operations by a modified SERVQUAL approach. , 1990, Journal of health care marketing.

[40]  J. E. Swan,et al.  Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. , 1989 .

[41]  R. Bell,et al.  Charting patient satisfaction. , 1997, Marketing health services.

[42]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing: , 1998 .