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How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions

How satisfaction modifies the strength of the influence of perceived service quality on... Purpose – The existence and form of interaction effects between service quality and satisfaction are still uncertain. The main purpose of this study is to examine whether satisfaction moderates the relationship between service quality and behavioral intentions. Design/methodology/approach – A structured questionnaire was distributed to the out‐patients of 12 regional hospitals (the middle level) in Taiwan. Findings – The findings show that the forms of moderators played by satisfaction are not always the same under different dimensions of service quality (i.e. reliability, responsiveness, assurance, and empathy). Satisfaction positively moderates the influence of reliability/empathy on behavioral intentions, but negatively moderates the relationships between responsiveness/assurance and behavioral intentions. Originality/value – This study reveals the moderating role of satisfaction in the translation from service quality to behavioral intentions in health care services. Moreover, the natures of the moderating effects are not the same for different service quality dimensions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Leadership in Health Services Emerald Publishing

How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions

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References (49)

Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1751-1879
DOI
10.1108/17511871111125675
Publisher site
See Article on Publisher Site

Abstract

Purpose – The existence and form of interaction effects between service quality and satisfaction are still uncertain. The main purpose of this study is to examine whether satisfaction moderates the relationship between service quality and behavioral intentions. Design/methodology/approach – A structured questionnaire was distributed to the out‐patients of 12 regional hospitals (the middle level) in Taiwan. Findings – The findings show that the forms of moderators played by satisfaction are not always the same under different dimensions of service quality (i.e. reliability, responsiveness, assurance, and empathy). Satisfaction positively moderates the influence of reliability/empathy on behavioral intentions, but negatively moderates the relationships between responsiveness/assurance and behavioral intentions. Originality/value – This study reveals the moderating role of satisfaction in the translation from service quality to behavioral intentions in health care services. Moreover, the natures of the moderating effects are not the same for different service quality dimensions.

Journal

Leadership in Health ServicesEmerald Publishing

Published: May 2, 2011

Keywords: Customer services quality; Customer satisfaction; Health services; Health care; Taiwan

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