Perceived service quality's effect on patient satisfaction and behavioural compliance

PURPOSE: The purpose of this paper is to advance healthcare service quality research using hierarchical component models.
DESIGN/METHODOLOGY/APPROACH: This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses.
FINDINGS: The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS.
RESEARCH LIMITATIONS/IMPLICATIONS: Only one hospital was evaluated.
PRACTICAL IMPLICATIONS: The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design.
ORIGINALITY/VALUE: Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.
KEYWORDS: Healthcare; Hierarchical perceived service quality; Population-based sampling