Moreira Antonio Carrizo, Silva Pedro Miguel
GOVCOPP, DEGEI, University of Aveiro, Aveiro, Portugal.
Int J Health Care Qual Assur. 2015;28(3):253-66. doi: 10.1108/IJHCQA-02-2014-0017.
The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service.
DESIGN/METHODOLOGY/APPROACH: The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation.
The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction→trust→loyalty was validated, whereas the path satisfaction→commitment→loyalty was not statistically supported.
RESEARCH LIMITATIONS/IMPLICATIONS: The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings.
Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty.
ORIGINALITY/VALUE: This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.
本文旨在开发并实证检验一个模型，以考察服务质量、满意度、信任和承诺作为私立医疗服务中忠诚度前因的情况。
设计/方法/途径：采用结构方程模型对该方法进行检验，研究对象为来自葡萄牙一家私立医疗单位的175名患者，使用修订后的服务质量评估量表（SQAS）来评估服务质量。
用于评估服务质量的量表是有效且有意义的。服务质量被证明是一个多维结构，且与建立满意度相关。满意度→信任→忠诚度这一路径得到了验证，而满意度→承诺→忠诚度这一路径未得到统计学支持。
研究局限/启示：修订后的SQAS量表在医疗背景下显示出良好的内部一致性。在私立医疗领域，必须进一步考察信任 - 承诺的前因，以便将研究结果进行推广。
医疗质量管理者必须探索服务质量维度，以在患者中产生满意度。建立信任会产生积极的患者态度和忠诚度。
原创性/价值：本研究在私立医疗背景下探索使用SQAS量表。作者提供了进一步的证据，证明服务质量是一个前因，且与满意度不同。所使用的所有测量方法都被证明是有效且可靠的。信任和承诺在与忠诚度的关系中发挥着不同的作用。
