Title: Relationship assessment of perceived quality, perceived value, hospital image and patient satisfaction with respect to health services

Authors: Nischay Kr. Upamannyu; Aditya Pratap Singh; Rajesh Gupta

Addresses: Prestige Institute of Management and Research, Gwalior, Madhya Pradesh, 474020, India ' Prestige Institute of Management and Research, Gwalior, Madhya Pradesh, 474020, India ' Prestige Institute of Management and Research, Gwalior, Madhya Pradesh, 474020, India

Abstract: This study was conducted to assess the relationship among different variables for healthcare services rendered by the patients in hospitals. This study was conducted by distributing questionnaires and collecting responses and then doing data analysis for the same. The core objectives of this study was to assess relationship among Hospital Image, Perceived Service Value, Perceived Service Quality, Perceived Patient Satisfaction, and to find out the difference among the categorical variables (Income and Age) on perceived patient satisfaction. Structural equation modelling (SEM) was used to assess the relationship among the variables of the study. With a sample size of 210 respondents, the outcomes of this study were quite interesting. Like Perceived Hospital Image play a vital role to develop the Perceived Service Value and Perceived Quality but Perceived Hospital Image does not create the Perceived Patient Satisfaction, and Perceived Value and Perceived Quality do not develop Patient Satisfaction in healthcare services.

Keywords: perceived service quality; hospital image; perceived service value; health services; SEM; structural equation modelling; CFA.

DOI: 10.1504/IJTGM.2022.121448

International Journal of Trade and Global Markets, 2022 Vol.15 No.2, pp.201 - 216

Received: 25 Feb 2020
Accepted: 07 Sep 2020
Published online: 14 Mar 2022 *

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