The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh
This article was published in the International Journal of Healthcare Management [©2014 Published by W. S. Maney & Son Ltd] and the definite version is available at: http://doi.org/10.1179/2047971913Y.0000000054 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1179/2047971...
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© 2014 W. S. Maney & Son Ltd.
2016
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| Sarrera elektronikoa: | http://hdl.handle.net/10361/7071 http://doi.org/10.1179/2047971913Y.0000000054 |
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10361-70712016-12-01T09:52:59Z The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh Andaleeb, Syed Saad Developing country Measurement Service quality Structural equations This article was published in the International Journal of Healthcare Management [©2014 Published by W. S. Maney & Son Ltd] and the definite version is available at: http://doi.org/10.1179/2047971913Y.0000000054 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1179/2047971913Y.0000000054?journalCode=yjhm20 This paper examines a complex multiple-encounter service environment – hospitals in a developing country – and suggests that service quality measures ought to be tied to key actors’ performance metrics. Based on face-to-face surveys of 400 hospital patients in Bangladesh and using structural equations modeling, our findings show that for multiple-encounter services, the three dimensions of service quality that emerged reflect key actors’ performance. We also corroborate, as a validation of our model, that there is a positive link between service quality and satisfaction, as well as between satisfaction and loyalty, reflecting a mediating role of patient satisfaction. Published 2016-12-01T09:50:58Z 2016-12-01T09:50:58Z 2014 Article Andaleeb, S. S. (2014). The structure and measures of service quality perceptions for multiple-encounter services: A study of hospitals in bangladesh. International Journal of Healthcare Management, 7(2), 92-102. doi:10.1179/2047971913Y.0000000054 20479700 http://hdl.handle.net/10361/7071 http://doi.org/10.1179/2047971913Y.0000000054 en http://www.tandfonline.com/doi/abs/10.1179/2047971913Y.0000000054?journalCode=yjhm20 © 2014 W. S. Maney & Son Ltd. |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Developing country Measurement Service quality Structural equations |
| spellingShingle |
Developing country Measurement Service quality Structural equations Andaleeb, Syed Saad The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| description |
This article was published in the International Journal of Healthcare Management [©2014 Published by W. S. Maney & Son Ltd] and the definite version is available at: http://doi.org/10.1179/2047971913Y.0000000054 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1179/2047971913Y.0000000054?journalCode=yjhm20 |
| format |
Article |
| author |
Andaleeb, Syed Saad |
| author_facet |
Andaleeb, Syed Saad |
| author_sort |
Andaleeb, Syed Saad |
| title |
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| title_short |
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| title_full |
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| title_fullStr |
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| title_full_unstemmed |
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh |
| title_sort |
structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in bangladesh |
| publisher |
© 2014 W. S. Maney & Son Ltd. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/7071 http://doi.org/10.1179/2047971913Y.0000000054 |
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