The Influence of Healthcare Service Quality on Public University Students’ Satisfaction and Behavioural Intention: Moderating Role of Trust

Abstract

Healthcare service quality has been extensively studied over the past few decades. However, the topic remains imperative as it is the main contributor to patients’ satisfaction. It is considered as the yardstick to examine the desired service level that should be delivered to patients. Due to its importance, research was initiated to examine the influence of healthcare service quality on patients’ satisfaction by looking at the moderating effect of trust. The study was conducted in UiTM Selangor, Malaysia, involving 1,894 respondents who have experienced using the healthcare service provided by the institution. Based on the multiple regression analysis, all dimensions of healthcare service quality, namely reliability, assurance, tangibles, empathy and responsiveness, are significant to influence satisfaction and behavioural intention of patients. For satisfaction, trust moderates the relationship between empathy and satisfaction. For behavioural intention, trust moderates the relationship between tangibles and behavioural intention and the relationship between empathy and behavioural intention. The implications of the study are highlighted in this article.