The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study

By K. Choi, Woo-hyun Cho, Sunghee Lee, Hanjoon Lee, Chankon Ki, Peter Soderholm. 2004

629 citations recorded by the source corpus.

Abstract This research proposes an integrative model of health care consumer satisfaction based on established relationships among service quality, value, patient satisfaction and behavioral intention, and tests it in the context of South Korean health care market. Results based on the data collected from 537 South Korean health care consumers corroborated the causal sequence among these constructs suggested by the multiattribute attitude model framework, i.e., cognition (service quality and value)→affect (satisfaction)→conation (behavioral intention). Between the two cognitive constructs, service quality emerged as a more important determinant of patient satisfaction than value. Results also showed that both service quality and value have a significant direct impact on behavioral intention while value assessment was influenced by perceived service quality.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/75e5444d54c9bdc833a19627c431dd26edaf0bcf

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In General Health Professions

T. Dagger

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination (2011, positive): “…McDougall and Levesque, 2000; Moliner, Sánchez, Rodríguez, & Callarisa, 2007; Shukla, 2010); (b) intention to repurchase (Brady & Robertson, 1999; Choi et al., 2004; Cronin et al., 2000; Eggert & Ulaga, 2002; Lam, Shankar, Erramilli, & Murthy, 2004); (c) willingness to buy (Chen & Dubinsky,…”
Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services (2008, background): “Other studies by Cronin and Taylor (1992, 1994), Choi et al. (2004), Zeithaml et al. (1996), and Cronin et al. (2000) also support the direct linkage between service quality and repurchase intentions of customers.”
Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2019, background): “However, customer perceived value in some past studies was found to have direct positive influence on customer loyalty (e.g., Cronin et al., 2000; Bei and Chiao, 2001; Choi et al., 2004; Gallarza and Saura, 2006; Chen, 2008; Chen and Tsai, 2008; Chen and Chen, 2010; Chen and Hu, 2010; Ryu et al., 20”
An empirical study to diagnose the outcomes of customers’ experiences in trendy coffee shops (2012, background): “In a more recent study Choi et al. (2004) suggested that perceived service quality has a significant, positive, direct influence on value assessment.”
The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour (2011, background): “The conceptualisation of service quality has its roots in the expectancy disconfirmation theory (Collier and Bienstock, 2006), so the evaluation of service quality results from comparing the perception of service received to prior expectations of what that service should provide (Choi et al., 2004).”
A consumer perspective of E-service quality (2005, background): “[34] confirmed that service quality is an important predictor of intention.”
Generating positive word‐of‐mouth in the service experience (2011, background): “…service quality has been conceptualized as comprising a technical dimension which relates to the expertise and know-how of the service provider and a functional dimension which refers to how the service is actually provided (Choi et al., 2004; Ferguson et al., 1999; MSQ 21,2 134 Gronroos, 1984).”
The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria (2010, background): “To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations.”
Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers (2011, methodology): “Previous researchers defined perceived costs (PC) as what is given up or sacrificed to acquire a service (Zeithaml 1988), and divided perceived costs into categories of monetary prices and non-monetary prices (Choi et al. 2004; Wang et al. 2004).”