A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system
<p>Abstract</p> <p>Background</p> <p>Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfa...
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| Format: | Article |
| Language: | English |
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BMC
2012-11-01
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| Series: | BMC Health Services Research |
| Subjects: | |
| Online Access: | http://www.biomedcentral.com/1472-6963/12/436 |
| _version_ | 1818808725250506752 |
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| author | Lei Ping Jolibert Alain |
| author_facet | Lei Ping Jolibert Alain |
| author_sort | Lei Ping |
| collection | DOAJ |
| description | <p>Abstract</p> <p>Background</p> <p>Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system.</p> <p>Methods</p> <p>This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis.</p> <p>Results</p> <p>The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment.</p> <p>Conclusions</p> <p>In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services.</p> |
| first_indexed | 2024-12-18T19:46:07Z |
| format | Article |
| id | doaj.art-2a0e7b8ff1724fed98ae69dacfc0a2e2 |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-12-18T19:46:07Z |
| publishDate | 2012-11-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-2a0e7b8ff1724fed98ae69dacfc0a2e22022-12-21T20:55:19ZengBMCBMC Health Services Research1472-69632012-11-0112143610.1186/1472-6963-12-436A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare systemLei PingJolibert Alain<p>Abstract</p> <p>Background</p> <p>Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system.</p> <p>Methods</p> <p>This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis.</p> <p>Results</p> <p>The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment.</p> <p>Conclusions</p> <p>In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services.</p>http://www.biomedcentral.com/1472-6963/12/436Perceived qualityPatient satisfactionPatient loyaltyModels comparisonHealth service |
| spellingShingle | Lei Ping Jolibert Alain A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system BMC Health Services Research Perceived quality Patient satisfaction Patient loyalty Models comparison Health service |
| title | A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system |
| title_full | A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system |
| title_fullStr | A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system |
| title_full_unstemmed | A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system |
| title_short | A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system |
| title_sort | three model comparison of the relationship between quality satisfaction and loyalty an empirical study of the chinese healthcare system |
| topic | Perceived quality Patient satisfaction Patient loyalty Models comparison Health service |
| url | http://www.biomedcentral.com/1472-6963/12/436 |
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