publication . Article . 2013

Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling

Mohammad Kazem Bighami; Farshid Abdi; Parisa Ehsani; Nasim Kazemi;
Open Access English
  • Published: 01 Jul 2013 Journal: Management Science Letters (issn: 1923-9335, eissn: 1923-9343, Copyright policy)
  • Publisher: Growing Science
Article history: Received January 30, 2013 Received in revised format 20 May 2013 Accepted May 28 2013 Available online June 3 2013 This paper presents an empirical investigation to measure different dimensions of hospital service quality (HSQ) by gap analysis and patient satisfaction (PS). It also attempts to measure patients’ satisfaction with three dimensions extracted from exploratory factor analysis (EFA) by Principle component analysis method and conformity factor analysis (CFA). In addition, the study analyzes relationship between HSQ and PS in the context of Iranian hospital services, using structural equation modeling (SEM) from patients’ perspectives. ...
free text keywords: Hospital service quality, Patient satisfaction, structural equation modeling (SEM), Business records management, HF5735-5746, Empirical research, Conformity, media_common.quotation_subject, media_common, Structural equation modeling, Actuarial science, General satisfaction, Exploratory factor analysis, Applied psychology, Psychology, Hospital service
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