Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents

Abstract

Purpose: The study purposes were to construct and test structural equation modeling on the causal relationship of community residents' perceived quality of care, image, and role performance with satisfaction, intention to (re)visit and intention to recommend hospital. Methods: A cross-sectional survey was conducted with 3,900 community residents from 39 district public hospitals. The questionnaire was designed to collected information on personal characteristics and community awareness of public hospitals. Community awareness consisted of 6 factors and 18 items. The data were collected utilizing call-interview by a survey company. Research data were collected via questionnaires and analyzed using SPSS version 20.0 and AMOS version 20.0. Results: Model fit indices for the hypothetical model were suitable for the recommended level: χ 2 = 796.40 (df=79, p < .001), GFI=.93, AGFI=.90, RMSR=.08, NFI=.94. Quality of care, image, and role performance explained 68.1% of variance in community awareness. Total effect of quality of care process factors on satisfaction (path coefficients=3.67), intention to (re)visit (path coefficients=2.67) and intention to recommend hospital (coefficients=2.45) were higher than other factors. Conclusion: Findings show that public hospitals have to make an effort to improve community image through the provision of quality care, and excellent role performance. Support for these activities is available from both Central and Local Governments.

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“…As patients' needs are diverse and advanced, subjective evaluation based on the patient's position is considered more important in evaluating healthcare quality [8]. Hwang and Shim [9] showed that the quality of healthcare perceived by patients affects their satisfaction and medical services in the future. This means that patient satisfaction, in addition to the quality of healthcare, is significant in terms of hospital profitability.…”

Canal boat tourism: Application of complexity theory

“…One of the desired behavioural outcomes of consumers is the intention to recommend to others. Important drivers of intention to recommend are documented in the extant literature and involve overall image (Alcañiz et al, 2009;Melo et al, 2017;Papadimitriou et al 2015;Prayag et al, 2017;Rodríguez Molina et al, 2013), perceived quality (Al-Kilani et al, 2017;Hwang and Sim, 2016) and alternative attractiveness (McKercher and Ho, 2006) as cognitive variables and satisfaction (Koklic et al, 2017;Ogbeide et al, 2017;Olya and Al-ansi, 2018) and emotion (Prayag et al, 2017) as affective variables. Current literature has also acknowledged the complexity of consumer behaviour (Woodside 2013(Woodside , 2015(Woodside , 2017.…”

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“…As patients' needs are diverse and advanced, subjective evaluation based on the patient's position is considered more important in evaluating the quality of healthcare [8]. Hwang and Shim [9] showed that the quality of healthcare perceived by patients affects patients; satisfaction and thus their use of medical services in the future. This means that patient satisfaction, in addition to the quality of healthcare, is signi cant in terms of hospital pro tability.…”