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

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.