Advances and Applications in Statistics
Volume 54, Issue 2, Pages 289 - 300
(February 2019) http://dx.doi.org/10.17654/AS054020289 |
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HEALTHCARE SERVICE QUALITY - CUSTOMER SATISFACTION: PLS PATH MODEL
Seda Başar Yılmaz, H. Eray Çelik and Veysel Yılmaz
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Abstract: Objectives: Healthcare services are one of the most important service branches because of their interest is human health. In this study, the quality of the healthcare services provided in the polyclinics of hospitals in Van is assessed, and the relationship between the types of hospitals and patient satisfaction is analysed.
Methods: Patients’ opinions regarding service quality are computed with a SERVQUAL model, and also the alternative to structural equation model, the effects of qualities on the service issues are analysed using partly PLS path model.
Results: Path coefficients between dimensions and satisfaction are, respectively, empathy tangibles assurance reliability and responsiveness
Conclusions: The findings showed that the positive correlations exist between the five dimensions and satisfaction and the most effective dimension was responsiveness on patient’ satisfaction.
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Keywords and phrases: SERVQUAL, PLS path modelling, satisfaction, structural equation modelling.
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