DC FieldValueLanguage
dc.contributor.authorRizomyliotis, Ioannis-
dc.contributor.authorPierrakos, George-
dc.contributor.authorBinioris, Spyridon-
dc.contributor.authorGiovanis, Apostolos-
dc.date.accessioned2024-03-26T14:45:40Z-
dc.date.available2024-03-26T14:45:40Z-
dc.date.issued2018-06-18-
dc.identifierscopus-85048069311-
dc.identifier.issn1756-6703-
dc.identifier.issn1756-669X-
dc.identifier.other85048069311-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1607-
dc.description.abstractPurpose: In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured model of service quality for primary health-care services provided by hospital outpatient departments. The index’s empirical validity is examined by investigating the strength of its relationship with certain behavioral responses such as patient satisfaction and behavioral intentions. Design/methodology/approach: Data were collected through a stratified random sampling from eight hospital outpatient departments in Greece. Covariance-based structural equation modeling techniques were used to validate the proposed service quality index and further investigate its effect on patient satisfaction and behavioral intention. Findings: The data analysis indicated that the proposed formative index is fully functional with medical care being the factor and mostly contributes to service quality perception, followed by administrative service and staff performance, and facilities condition and nursing care. It, further, confirmed the partial mediating role of satisfaction, as it enhances the high impact of service quality on behavioral intentions. Research limitations/implications: The relationships among hospital outpatient departments service quality, patient satisfaction and behavioral intentions were validated with data from one country and a health-care system which is state driven and funded. Practical implications: An understanding of hospital primary health-care service quality formation is important to health-care decision makers because it offers them the opportunity to consider patients’ needs and wants, and takes the appropriate actions for improving the relevant underling procedures in a more efficient manner to achieve favorable behavioral responses. Originality/value: The paper manages to propose and empirically evaluate a formatively measured approach of service quality and investigate the effects of the proposed index on patient satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece.en_US
dc.language.isoenen_US
dc.relation.ispartofInternational Journal of Quality and Service Sciencesen_US
dc.subjectBehavioural intentionsen_US
dc.subjectEfficiencyen_US
dc.subjectFacilities conditionen_US
dc.subjectFormative measurementen_US
dc.subjectHospital outpatient servicesen_US
dc.subjectMedical careen_US
dc.subjectNursing careen_US
dc.subjectPatient satisfactionen_US
dc.subjectSatisfactionen_US
dc.subjectService qualityen_US
dc.subjectServices managementen_US
dc.titleAssessing service quality and customer behavioral responses in hospital outpatient services: A formative measurement approachen_US
dc.typeArticleen_US
dc.identifier.doi10.1108/IJQSS-03-2017-0023en_US
dc.identifier.scopus2-s2.0-85048069311-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume10en_US
dc.relation.issue2en_US
dc.identifier.spage98en_US
dc.identifier.epage116en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldMedical and Health Sciencesen_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeArticle-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0002-3516-0050-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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