The impact of healthcare delivery configuration on patients’ perceived service quality: The mediating role of patient trust and the moderating effect of secular rationality in Nanning

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

Purpose – Businesses need to be able to meet changing customer demands in order to be able to sustain their assets in the face of intense competition. To this end, businesses need to make a difference by paying greater attention to issues such as service quality and corporate image that are important to customers, as well as to compensate for service failures, which have become important in recent years. In the literature, it is emphasized that compensation strategies applied by businesses after customer complaints affect customer service quality and corporate image perceptions. In this study, it is aimed to determine the effect of each service failure compensation strategy applied in the tourism sector on customer perceptions of service quality and corporate image perceptions. Design/methodology/approach – The research was designed as a quantitative research, and the questionnaire method was chosen to learn the opinions of the participants on the subject. Percentage, frequency, reliability, factor analysis and structural equation modeling were used in the analysis of the data obtained. Findings – According to the results of the study, it was determined that the apology strategy affected customers' perceptions of service quality and institutional image perceptions positively. Also service quality perceptions have positively affects on corporate image perception. Discussion – It is known that tourists report their experiences to the business about service failure in accommodation businesses through complaints. In addition that service failure negatively affects the service quality and corporate image perceptions of businesses. Therefore, it is considered important to take into account tourist complaints and to compensate for service failure. When the findings are evaluated, it is seen that the apology strategy, especially one of the service failure compensation strategies, is important. It is important for accommodation businesses to effectively manage the complaint process and use all compensation strategies, especially the apology strategy, in order to compensate for service failure which negatively affects their quality and image perceptions.

In the evolving landscape of modern healthcare, the mere provision of medical resources is insufficient to guarantee patient satisfaction. Understanding the internal mechanisms that translate structural configurations into perceived quality is crucial for hospital management. This study explores the impact of Healthcare Delivery Configuration (HDC) on Perceived Service Quality (SQ) within the medical context of Nanning, China. Based on the Stimulus-Organism-Response (SOR) theory and the SERVQUAL model, this research proposed a dual-pathway mediation framework. Data were collected from patients in various healthcare institutions, and structural equation modeling (SEM) combined with the bootstrap resampling method was employed to test the hypotheses and mediating effects. The empirical results indicate that HDC has a significant direct positive impact on SQ (beta = 0.525, p < 0.001). Furthermore, the mediation analysis confirms that Patient Partnership (PP) and Patient Trust (PT) play significant partial mediating roles. The indirect effect through the trust pathway was estimated at 0.131 (95% CI: [0.074, 0.198]), while the combined mediating pathways account for approximately 45% of the total effect (0.656). The findings suggest that while technical and structural optimizations are fundamental, their impact on service quality is significantly amplified when they foster collaborative doctor-patient partnerships and strengthen emotional trust. Healthcare providers should not only focus on physical resource allocation but also prioritize building communication platforms that empower patients and consolidate trust to maximize perceived service quality in resource-constrained environments.

Validation of a questionnaire for consumers' perception of service quality in community pharmacy.

The role of perceived service quality and price competitiveness on consumer patronage of and intentions towards community pharmacies.

PurposeThis paper aims to identify and test four competing models with the interrelationships between students’ perceived service quality, students’ satisfaction, loyalty and motivation using structural equation modeling (SEM), and to select the best model using chi-square difference (Δχ2) statistic test.Design/methodology/approachThe study uses survey research design to gather data regarding attitudes of students about quality of services and their level of satisfaction, motivation and loyalty. A total of 1,439 valid questionnaires were collected from four public universities in the state of Andhra Pradesh, India, and the relationships between four variables using SEM are tested.FindingsThe structural model with direct and indirect relationships between the constructs proves as a best among the competing models. The result supported direct effect of students’ perceived service quality on students’ satisfaction and motivation; and indirect effect on students’ loyalty. Implications and research contributions are discussed and directions for further research are indicated.Research limitations/implicationsThe study considers the examinations of the simple bivariate relationships between service quality, satisfaction, motivation and loyalty may mask or overstate their true relationships due to omitted variable bias. Structural theory with simultaneous measurement of the direct and indirect relationships between students’ perceived service quality, satisfaction, motivation and loyalty adds a unique contribution to the existing field of knowledge, especially higher education sector.Practical implicationsThe results of SEM show that the service quality is a key antecedent to students’ satisfaction, loyalty and motivation. Motivating students for present and future studies with better participation in the process is important to increase quality and efficiency in their output. The best services also make students loyal to the institution. The findings suggested that it would be worthwhile for university’s administration to make proper allocation of resources, to provide better educational services. It is believed that this study has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation.Social implicationsThe research provides significant insights and demonstrates good understanding of students’ perceived service quality in the context of Indian universities. The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). The study identified that students’ perceived service quality is a key antecedent to students’ satisfaction, motivation and loyalty, which conveys that service quality is an important construct.Originality/valueSeveral points are addressed based on the models identified in the study. First, there is sufficient evidence of a significant bivariate relationship between service quality, satisfaction, loyalty and motivation. Second, although service quality is an important determinant of loyalty, the exact nature of this relationship remains unresolved. Third, it is evident that very few studies have investigated multiple direct links between service quality, satisfaction, motivation and loyalty. Further, there is no reported investigation of whether any or all of these variables directly and indirectly influence loyalty when the effects of service quality, satisfaction, motivation are simultaneously considered in Indian higher education sector. Therefore, to present a more pragmatic picture of these relationships, the study identified the “collective model” that investigates the underlying relationships that exist among these constructs.

This paper focuses on university students' perceptions of educational service quality. Results suggest that both technical and functional quality are important dimensions that shape students' perceptions of their university's service quality. Although both dimensions are important, the findings suggest that the quality of education, campus facilities and the environment, and course process impact significantly on students' perceptions of service quality. The authors empirically measure students' perceptions using the SERVPREF methodology. Four hypotheses are formulated about the relationship between two main service quality dimensions, technical and functional, and perceived service quality. These relationships are tested using multiple regression analysis and ANOVA. The findings are discussed as are the implications for educational marketers and managers.

To evaluate the relative importance of functional quality (how services were provided) and technical quality (what was received for those services) on patient perceptions of pharmaceutical service quality. A scenario-based experimental design was chosen to manipulate functional (FQ) and technical quality (TQ). Subjects were asked to read one of four scenarios describing a pharmacy service experience and imagine that he or she were in the situation described. High and low TQ were manipulated by describing the presence or absence of a prescription medication dispensing error made by the pharmacist in the scenario. Each subject completed a survey about their evaluations of the service provided in the scenario. An ANOVA using a 2 x 2 completely randomized factorial design was conducted to compare the effects of TQ, FQ, and their interaction on perceptions of service quality and behavioral intention. Effect sizes were measured with the calculation of omega-square. FQ had the greatest impact on patient perceptions of service quality and behavioral intentions. FQ explained 44% of the variance in service quality and 39% in intention to return. TQ and the interaction accounted for a significant but much lesser effect. The interaction showed that the effect of FQ was greatest under conditions of high TQ. There were no significant associations between any demographic characteristics and responses to service quality. The results suggest that FQ has the greatest impact on consumer perceptions of pharmaceutical service quality even under conditions of an obvious example of low TQ which respondents perceive as serious and possibly harmful. This study underscores the limitations of relying on patient perceptions in evaluating pharmaceutical services. Although patient evaluations are important, they can be inadequate for assessing the professional quality of services.

Inbound digital marketing strategies play a vital role in the tourism industry, significantly influencing visitors’ decision-making processes, enhancing tourist experiences, and ensuring post-consumption satisfaction. This study explores the effectiveness of digital marketing strategies in shaping tourists’ perceptions of service quality and sustainability and their subsequent impact on overall satisfaction and behavioural intentions. This paper developed a conceptual framework and hypotheses through a comprehensive literature review to assess the causal relationships between digital marketing effectiveness, perceived destination service quality, perceived destination sustainability quality, tourist satisfaction, and behavioural intention. The empirical analysis was conducted using Partial Least Squares Structural Equation Modelling (PLS-SEM) on data collected from 195 international tourists in Thailand’s coastal regions. The results reveal that while digital marketing effectiveness directly influences tourists’ perceptions of service and sustainability quality, it indirectly influences tourist satisfaction and behavioural intentions through these perceptions. The findings highlight the critical role of aligning digital marketing strategies with service quality and sustainability initiatives. Moreover, the developed construct serves as a valuable tool for assessing and maintaining the destination image, helping tourism providers to improve their offerings and continuously foster long-term customer relationships.

Consumers' perceptions of brand personality, décor, and service quality are often regarded as integral drivers of satisfaction judgments and loyalty towards hospitality businesses. Therefore, this study extends existing atmospherics research by testing the influence of music on consumers' perceptions of brand personality, décor and service quality in a laboratory experiment conducted on undergraduate business students in a fine dining restaurant setting. Findings indicate that music does have an influence on perceptions of brand personality and décor, but does not appear to have a significant impact on perceptions of service quality.

This paper examined the effects of front-desk employees’ personality traits and their gender on customers’ assessment of Islamic banks' service quality in the United Arab Emirates. We used a sample of 104 front-desk employees and 454 customers. The Mini-Markers instrument was used to assess personality traits and the SERVPERF instrument to collect data on service quality for a pair-matching sample design. We used regression analysis to determine the relationship between the five factors of personality of front-desk employees, their gender, and the overall bank service quality as well as each of its dimensions. The paper provided evidence indicating that personality traits do not have their own independent effects on customers’ perceptions of Islamic banks' service quality. Although Lin, Chui and Hsieh (2001) found supporting results for such linkages when they studied service quality in four service sectors (not including banks) in Taiwan, we concluded that these effects may be dependent on other factors such as culture, research design, or industry characteristics. However, employees’ gender was found to have significant effects on the empathy dimension of service quality. The originality of this paper lies in its attempt to link personality traits of front-desk employees of banks to customers’ perceptions of service quality in the UAE. It is the first study that uses the Mini-Markers and SERVPERF together in the UAE to achieve its purpose. Its value lies in its contribution to the settlement of the debate about possible linkages between employees’ personality traits and service quality perceptions.

This study examines the factors that affect patient's behavioral intention, with patient satisfaction, perceived value, and trust as intervening variables, as well as service quality as an independent variable. Service quality variable using the five dimensions that was first proposed by Parasuraman et al. (1985). The dimensions are tangibility, reliability, responsiveness, assurance, and empathy. The population used in this study were inpatients at Siloam Hospital Bali, with a total sample of 155 patients. Data were collected by using questionnaire. The sampling method in this study using a type of non-probability sampling with combination method: purposive sampling-accidental sampling-quota sampling. The analysis technique used to analyze the data is SEM (Structural Equation Model). Squared Multiple Correlations results indicate that behavioral intention variables are influenced by patient satisfaction, perceived value, trust, and service quality. Patient satisfaction is influenced by service quality. Perceived value is influenced by service quality, while trust affected by service quality. Service quality, patient satisfaction, and trust, positively significant affect behavioral intention. The conclusion of this research is service quality has a significant positive effect on patient satisfaction, perceived value, trust and behavioral intention patients. Patient satisfaction and trust has a significant positive effect on the patient's behavioral intention. While the perceived value has a negative effect on the patient's behavioral intention. This study is useful for Siloam Hospitals Bali management and other hospital's decision maker as well as feedback about the patient's perception of service quality in order to maintain hospital patients and as the basis for periodic evaluations and initial step in assessing the quality of services to patients. The payment method of payment in the form of standalone services or use insurance seems to be influence the respondent's answers and can provide different analytical results, therefore, next researchers are expected to do better further research.

This study aims to find out if the Role of Consumer Satisfaction as a Mediator Between The Perception of Service Quality and Price Perception positively and significantly affects Consumer Loyalty. The population in this study is GOJEK Online Transportation Service Users In Bogor City with a sample number of 210 people. This research was conducted using SEM (Structural Equation Modelling) analysis using SPSS 23 and LISREL 8.8 Software. The results of this study are as follows: (1) Service Quality Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 4.55 > Critical Ratio (CR) value of 1.96. (2) Price Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 7.69 > Critical Ratio (CR) value of 1.96. (3) Service Quality Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.64 > Critical Ratio (CR) value of 1.96. (4) Price Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.13 > a Critical Ratio (CR) value of 1.96. (5) Customer Satisfaction as a mediator has a positive and significant influence on Consumer Loyalty with a t-Value of 4.09 > a Critical Ratio (CR) value of 1.96. (6) Service Quality Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.33 > Critical Ratio (CR) value of 1.96. (7) Price Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.93 > a Critical Ratio (CR) value of 1.96.

An extensive literature review found that customer's perception of service quality and cost effectiveness are the most important factors for the success or failure of service providers. There is evidence of the relation between a number of demographic factors and perception of service quality. The data was collected through the survey of E-Banking customers (N = 754) in four major cities and towns and the countryside in Vietnam. Perception of service quality and cost effectiveness is measured by the following dimensions: reliability, security, convenience, ease of use, customer support and cost effectiveness. The results from the study revealed significant differences in perception of service quality and cost effectiveness by gender, occupation, living place and experience of using E-Banking, while no significant difference was found for education, income, age and variety seeking factors. The results of the study enhance the understanding of perception of service quality and cost effectiveness in Vietnam E-Banking area and provide useful knowledge in the management and delivery of service quality.

Customer service quality has been a major concern at theme parks for the past years; theme parks have therefore been struggling to attract new customers and to expand their market due to the impact of their customers’ perception of the quality of services rendered. The perception of service quality in theme parks determines customer loyalty and it also influences the consumer buying behaviour, as well as repeat visits and brand switching decisions. In theme parks, poor food quality, for example may lead to dissatisfaction and affect the entire customer experience, however, food is a supplementary service while tourism facilities and souvenirs are considered even more important for best quality experience. The objectives of this study were to measure the perception of customer service quality within the uShaka Marine World theme park and its impact on customer satisfaction, as well as retention. The literature review was conducted to locate and align the study within the existing context of research. This study used a quantitative research method and questionnaires were distributed to collect data from uShaka Marine World customers. Data were analysed using Statistical Package Social Sciences Statistics to obtain results for the outcome of the study. The study found that most customers expected excellent customer service from theme parks service providers, however, sometimes it is difficult for theme park planners to design and cater for the changing needs of customers. This study also found that some of the attractions at uShaka Marine World had a higher satisfaction rate than others, while the design and layout of the theme park was a contributing factor to customer service quality. The study also found that suggested improvements included a wider range of shops for visitors, a larger gallery space for more animals and catering for religious food requirements; some suggested the inclusion of and indigenous food outlet and more attractions for various age groups.