Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

Young-Hee Yom; In Ja Lee

doi:10.11111/jkana.2010.16.4.497

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Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

Young-Hee Yom¹, In Ja Lee²

Journal of Korean Academy of Nursing Administration 2010;16(4):497-506.
Published online: December 31, 2010

DOI: https://doi.org/10.11111/jkana.2010.16.4.497

¹Professor, Department of Nursing, Chung-Ang University, Korea.

²Doctoral Student, Department of Nursing, Chung-Ang University, Korea.

Correspondence: Yom, Young-Hee. Department of Nursing, Chung-Ang University, 221, Huksuk-Dong, Dongjak-Ku, Seoul 156-752, Korea. Tel: 82-11-756-9310, Fax: 82-2-820-5700, yhyom@cau.ac.kr

• Received: November 3, 2010 • Revised: November 26, 2010 • Accepted: November 26, 2010

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Abstract
REFERENCES

Abstract

Purpose
The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients.
Methods
A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model.
Results
The modified model yielded Chi-square=7.96 (p=.019), df=2, χ²/df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty.
Conclusion
These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.
Key Words: Quality of Health Care; Service Value; Customer Satisfaction; Customer Loyalty

REFERENCES

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Figure 1

Path diagram of the hypothetical model

Figure 2

Path diagram of the modified model

Table 1

Demographic characteristics (N=654)

Table 2

Means, standard deviations and correlations of variables

Table 3

Goodness fit indies for the hypothetical and modified models

GFI=goodness of fit index; AGFI=ajusted goodness of fit index; RMR=root mean squared residual, RMSEA=root mean squared error of approximation; NFI=normed fit index; CFI=comparative fit index); TLI=tucker-lewis index.

Table 4

Standardized direct effect, indirect effect and total effect in modified path model

SMC=Squared multiple correlations.

Figure & Data

References

Citations

Citations to this article as recorded by

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Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

J Korean Acad Nurs Adm. 2010;16(4):497-506. Published online December 31, 2010

DOI: https://doi.org/10.11111/jkana.2010.16.4.497

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Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

J Korean Acad Nurs Adm. 2010;16(4):497-506. Published online December 31, 2010

DOI: https://doi.org/10.11111/jkana.2010.16.4.497

Figure

Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

Figure 1 Path diagram of the hypothetical model

Figure 2 Path diagram of the modified model

Figure 1

Figure 2

Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

Table 1

Demographic characteristics (N=654)

Table 2

Means, standard deviations and correlations of variables

Table 3

Goodness fit indies for the hypothetical and modified models

Table 4

Standardized direct effect, indirect effect and total effect in modified path model

SMC=Squared multiple correlations.

Table 1 Demographic characteristics (N=654)

Table 2 Means, standard deviations and correlations of variables

Table 3 Goodness fit indies for the hypothetical and modified models

Table 4 Standardized direct effect, indirect effect and total effect in modified path model

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Causal Relationships among Quality, Service Value, Satisfaction and Loyalty

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