An Investigation of the Relationship Among the Public Healthcare Service Quality, Patient Satisfaction and Behavioral Intention of Inpatients: Collective and Independent Structural Models for Urban and Rural India

Hiren Patel () and Rupal Khambhati ()
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Hiren Patel: Sarvajanik University
Rupal Khambhati: Sarvajanik University

Chapter Chapter 28 in Digital Economy Post COVID-19 Era, 2023, pp 439-455 from Springer

Abstract: Abstract In a competitive world, the customer satisfaction is essential traits for the success of the business even for the public sector organization. The study measures and investigates the relationship among the service quality, patients’ satisfaction and behavioral intention for the public healthcare facilities from India. The data were collected from urban and rural public healthcare facilities through structured questionnaire responded by inpatients. The study reveals a positive relationship among service quality, patients’ satisfaction and behavioral intention.

Keywords: Behavioral intention; Patients’ satisfaction; Public health care; Service quality; Structural equation models (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-99-0197-5_28

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DOI: 10.1007/978-981-99-0197-5_28

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