Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)

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Author(s)

Detail(s)

Original languageEnglish
Title of host publicationAdvances in Usability, User Experience and Assistive Technology
Subtitle of host publicationProceedings of the AHFE 2018 International Conferences on Usability & User Experience and Human Factors and Assistive Technology
EditorsTareq Z. Ahram, Christianne Falcão
PublisherSpringer Verlag
Pages683-696
ISBN (Electronic)9783319949475
ISBN (Print)9783319949468
Publication statusPublished - Jul 2018

Publication series

NameAdvances in Intelligent Systems and Computing
Volume794
ISSN (Print)2194-5357

Conference

TitleAHFE International Conferences on Usability and User Experience and Human Factors and Assistive Technology, 2018
LocationLoews Sapphire Falls Resort at Universal Studios
PlaceUnited States
CityOrlando
Period21 - 25 July 2018

Abstract

The purpose of this research was to construct a Chinese customer satisfaction model for medical services and to identify the key elements that influence customer satisfaction. Eighty seven valid responses from inpatients were collected using a survey questionnaire. Structural equation modeling was employed to estimate and adjust the proposed model. The results showed that perceived quality, expected quality, and information were three important antecedents influencing customer satisfaction, and that perceived quality was the strongest antecedent of customer satisfaction and that loyalty was the strongest consequence. Information had relatively low direct effect on customer satisfaction while it indirectly affected customer satisfaction considerably through the other antecedents of perceived quality and expected quality. This research provides hospital managers with information on the aspects to be emphasized with regarding to customer satisfaction and, also, highlights the importance of increasing customer satisfaction when seeking customer loyalty.

Research Area(s)

  • Customer satisfaction, Medical service, Structural equation modeling

Citation Format(s)

Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry. / Yu, Ruifeng; Ng, Jacky Y. K.; Chan, Alan H. S.; Tian, Yifan.

Advances in Usability, User Experience and Assistive Technology: Proceedings of the AHFE 2018 International Conferences on Usability & User Experience and Human Factors and Assistive Technology. ed. / Tareq Z. Ahram; Christianne Falcão. Springer Verlag, 2018. p. 683-696 (Advances in Intelligent Systems and Computing; Vol. 794).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)