A model of service quality perceptions and health care consumer behavior.

Academic Article


  • Analysis of covariance structures (LISREL) was used to examine the influence of consumer held perceptions of service quality on consumer satisfaction and intentions to return. Results indicate that service quality is a significant predictor of consumer satisfaction which, in turn, predicts intention to return. Health care marketing implications are discussed.
  • Published In


  • Empathy, Hospital Departments, Hospital Design and Construction, Hospital-Patient Relations, Hospitals, Religious, Medicine, Models, Psychological, Patient Satisfaction, Professional Competence, Professional-Patient Relations, Quality of Health Care, Research Design, Sampling Studies, Southeastern United States, Specialization
  • Author List

  • O'Connor SJ; Shewchuk RM; Bowers MR
  • Start Page

  • 69
  • End Page

  • 92
  • Volume

  • 6
  • Issue

  • 1