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An integrative model of customers' perceptions of health care services in Taiwan

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  • Hsiu-Lan Wu
  • Chang-Yung Liu
  • Wen-Hsin Hsu

Abstract

As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions.

Suggested Citation

  • Hsiu-Lan Wu & Chang-Yung Liu & Wen-Hsin Hsu, 2008. "An integrative model of customers' perceptions of health care services in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1307-1319, November.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1307-1319
    DOI: 10.1080/02642060802230130
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    Cited by:

    1. Pamleila Nkirote Ntwiga & Maina Muchara & Peter Kiriri, 2019. "Influence of continuous quality improvement on patients’ satisfaction within hospitals in Nairobi, Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 8(5), pages 143-155, September.
    2. Prajitmutita, Lyn Manassannan & Perényi, à ron & Prentice, Catherine, 2016. "Quality, Value? – Insights into Medical Tourists’ Attitudes and Behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 207-216.
    3. Abdullah Al Mamun & Muhammad Khalilur Rahman & Uma Thevi Munikrishnan & P. Yukthamarani Permarupan, 2021. "Predicting the Intention and Purchase of Health Insurance Among Malaysian Working Adults," SAGE Open, , vol. 11(4), pages 21582440211, November.
    4. Dodds, Sarah & Bulmer, Sandy & Murphy, Andrew, 2014. "Consumer value in complementary and alternative medicine (CAM) health care services," Australasian marketing journal, Elsevier, vol. 22(3), pages 218-229.

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