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. © 1992 Taylor & Francis Group, LLC.
  • Published In

    Digital Object Identifier (doi)

    Author List

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

  • 69
  • End Page

  • 92
  • Volume

  • 6
  • Issue

  • 1