The impact of structure and process attributes on satisfaction and behavioral intentions

Academic Article


  • This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a structural equation model that encompasses these relationships based on a survey of 635 consumers of healthcare services. The results indicate that satisfaction with both structure and process attributes have a significant impact on global satisfaction. Global satisfaction was found to directly influence both intention to recommend and intention to return to the healthcare service provider. © 2004, Emerald Group Publishing Limited
  • Authors

    Published In

    Digital Object Identifier (doi)

    Author List

  • Bendall-Lyon D; Powers TL
  • Start Page

  • 114
  • End Page

  • 121
  • Volume

  • 18
  • Issue

  • 2