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

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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
D.O.I.
10.1108/08876040410528719
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Journal of Services MarketingEmerald Publishing

Published: Mar 1, 2004

Keywords: Consumer psychology; Behaviour; Health services

References

  • Age and health status in a patient satisfaction survey
    Cohen, G.
  • Customer satisfaction: a meta‐analysis of the empirical evidence
    Szymanski, D.M.; Henard, D.H.
  • Service quality, profitability, and the economic worth of customers: what we know and what we need to learn
    Zeithaml, V.

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