文章基本信息

标题：THE INFLUENCE OF SERVICE QUALITY ON USERS' BEHAVIOURAL INTENTIONS IN DEVELOPING COUNTRIES: A CROSS-SECTIONAL STUDY IN CAPE VERDE'S PUBLIC HOSPITALS
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作者：Vadilene Cruz ; Luis Mendes
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2019
卷号：13
期号：2
DOI：10.24874/IJQR13.02-08
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：The study analyses the influence of perceived service quality and patients' satisfaction on behavioral intentions, as well as the role of the institutional image in this chain of relations, studying also the applicability of the PAKSERV scale in the Cape Verdean health care context. Data collection was conducted through a self-administered questionnaire applied to emergency services users in two public hospitals in Cape Verde. Results of a structural equation modelling approach confirm the influence of perceived service quality and patients' satisfaction on behavioral intentions, as well as a partial mediation role of the institutional image. Findings also suggest the applicability of the PAKSERV scale in the context explored. This research contributes to the development of service management theory, first, testing the PAKSERV scale both in a different geographical context (Cape Verde), and in a different sectorial context (public hospitals), and second, analyzing the influence of service quality and users' satisfaction on behavioral intentions in the context of emergency services in Cape Verde's public hospitals.
关键词：Service quality; patient satisfaction; behavioral intention; heath care service