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1.
Tourism Planning & Development ; JOUR: 1-24,
Article in English | Web of Science | ID: covidwho-2107178

ABSTRACT

The COVID-19 pandemic has severely affected the tourism industry, with national lockdowns aimed at curbing the spread of the virus mandating travel restrictions and prohibiting events and gatherings. The shift to online video conferencing tools, which offer limited interactivity, has spurred the need to integrate augmented reality (AR) in various contexts, such as meetings, exhibitions, museums, and travel. This quantitative study examines visitors' perspectives on AR-based apps in tourism. It investigates the influence of three kinds of quality determinants, such as information quality, system quality, and service quality, on visitors' perspectives on AR apps. Their impact on visitor satisfaction ultimately triggers visitors to reuse AR-based mobile apps. The research makes a theoretical contribution to the literature on AR and the quality dimensions of mobile apps. We expect demand for AR-based apps to rapidly increase, as people continue to follow preventive measures even after COVID-19.

2.
Tourism Management ; JOUR, 95.
Article in English | Web of Science | ID: covidwho-2106062

ABSTRACT

This study analyzes the survival status of shared and non-shared listings in the peer-to-peer accommodation market. Using a large data set from Airbnb in Beijing, we identify 8640 shared listings and 50,741 non-shared listings. We then investigate the exit event and the identity transition event for both types of listings by applying a discrete-time hazard model. Our results suggest that, for the exit event, the two types of listings show significant differences in terms of survival determinants, including response time, tourism specialization, market volume, professionalization, and Covid-19. For the identity transition event, we find that internal flow exists in the market, mainly from shared listings to non-shared listings, and this flow is influenced by certain factors (i.e., capacity, facility, rating, reviews, minimum stay, service quality, tourism specialization, market volume, plat-form professionalization, and Covid-19).

3.
Environment-Behaviour Proceedings Journal ; JOUR(21):263-269, 7.
Article in English | Web of Science | ID: covidwho-2082797

ABSTRACT

Covid-19 has a significant impact on the hotel's operations. The reopening process has begun, especially on the hotel website. Therefore, the hotel industry must understand the need to influence customers' choices through advanced I.T. This study is intended to explore the effect of t e-service quality on customer engagement behaviors via the SEM method with the PLS estimation technique with 247 respondents. The findings indicate that system availability is the most significant influence influencing customer engagement behaviors, followed by system efficiency, system privacy/security, and system fulfillment. This finding will help the hotel's manager boost customer engagement.

4.
Journal of Pharmaceutical Negative Results ; 13:140-146, 2022.
Article in English | Web of Science | ID: covidwho-2072529

ABSTRACT

In various countries across the globe, communication between the citizens and the government takes place through online mode which helps them to reach extensively. These innovative initiatives in technologies have restructured the lifestyle of the citizens residing in our country. The Indian government has revamped its process through outstanding digital transformation in facilitating its services in many fields like insurance, banking, education, and health care services for the citizens. The phrase e-governance has been introduced in the 17th century to concentrate on structuring the applications for facilitating services to the citizens. The deadly virus of COVID-19 has been spread all over the countries in December 2019 in Wuhan city, China. The whole world has been drastically affected and the Indian government has taken several initiatives and precautionary measures to safeguard the life of the people. Various health care applications have been developed to facilitate teleconsultation services to the people, especially in remote villages, since in developing countries like India 70 percentage of the entire population are occupied by the rural areas. The government authorities, officials, and health care workers have faced various obstacles to create knowledge and awareness about this deadly virus of COVID-19 among rural citizens. The government officials have instructed the rural citizens to maintain social distancing, use hand sanitizers, and access teleconsultation services to meet their immediate health requirements. Hence the present study has found out the recurrence of usage of e-governance health care applications among the citizens in rural areas and predicted that the exact requirement of the citizens in rural areas for effectively using the e-governance applications for health through machine learning technique in r studio.

5.
Journal of Science and Technology Policy Management ; 2022.
Article in English | Web of Science | ID: covidwho-2070241

ABSTRACT

Purpose As a result of the COVID-19 pandemic, numerous businesses have migrated to an online delivery platform (ODP) to survive and reconnect with their customers. This study aims to focus on how the public perceives ODP. It examined the acceptance of digital platforms for delivering daily necessities, especially food, in Brunei Darussalam during the COVID-19 pandemic. Design/methodology/approach The online survey collected 350 valid samples, and the online questions were distributed using a snowball sampling method, with the questionnaire's softcopy prepared in Qualtrics and sent via email and social media as hyperlinks. In 2021, we sent out the questionnaire link via email, WhatsApp and Facebook to people and organizations for about six months. Findings According to the findings of the study, product quality is a critical factor that consumers consider while making online purchases of different products. The COVID-19 condition positively affects customer acceptance, performance, effort and product quality. This research indicates that service quality, online habits and trust do not influence customer acceptance of an ODP. Research limitations/implications The study contributes to the body of knowledge regarding factors influencing the acceptance of ODPs. The factors that influence people's acceptance of ODPs, especially during the COVID-19 pandemic, are assessed as to whether the COVID-19 pandemic influences people's acceptance and the identified factor that has the strongest influence on the acceptance of digital delivery platforms. Practical implications The study contributes to the growing body of knowledge about how customer behaviors triggered by the COVID-19 condition influence customer acceptance of ODP and how behavior influences customer acceptance of ODP. Originality/value This paper is useful to academics, practitioners and policymakers in public administration and policy management. The research provides some insights into massive adoption of ODPs that affects the disruption of conventional business practices.

6.
International Journal of Pharmaceutical and Healthcare Marketing ; 2022.
Article in English | Web of Science | ID: covidwho-2070217

ABSTRACT

Purpose The overall purpose of this empirically validated research paper is to determine factors that impact the success of using social media channels by consumers for salvaging health-care information by integrating constructs of the information system (IS) success model, e-health service quality and perceived usefulness during pre- and post-COVID settings. Design/methodology/approach Online survey responses of 243 consumers for study 1 and 184 consumers for study 2 were validated using factor analysis to understand consumers' attitudes toward social media use. Constructs from existing literature and theories have been extracted to develop the proposed model, which has been empirically validated through statistical tests. A paired-samples t-test was also conducted to compare the customer satisfaction mean of pre- and post-COVID conditions;and word of mouth (WOM) for pre- and post-COVID conditions. Findings The outcome of this study supports that service quality and information quality conclusively influence customer satisfaction of consumers for health-care information among respondents pre COVID, and service quality, perceived usefulness and information quality conclusively affect customer satisfaction of consumers for health-care information among respondents post COVID. Furthermore, the e-health service quality contributes noteworthy in shaping the consumers' satisfaction with social media usage for study 2 and information quality for study 1. A paired-samples t-test revealed that the two groups behaved significantly differently for customer satisfaction and WOM in the two groups. Research limitations/implications At prima facie, this study has a geographical limitation for the sample size. The respondents for the online research were from the urban suburb of Bengaluru, India. The data collection has not focused on any precise social media channel. Practical implications Identification and comprehension of constructs that influence consumer satisfaction related to social media usage for health-care information can assist health-care managers in developing appropriate strategies for consumers to maximize social media usage. Moreover, this study provides an insight into the consumer's perception of using social media channels for seeking health-care information. Originality/value This study recommends an empirically validated model for the success of social media in a consumer setting for the health-care scenario. This research is a unique attempt that inspects social media satisfaction by adapting constructs from existing theories of the IS success model, e-health service quality and perceived usefulness.

7.
Asia Pacific Business Review ; : 1-22, 2022.
Article in English | Web of Science | ID: covidwho-2070010

ABSTRACT

Electronic commerce (e-commerce) has shown dramatic growth in recent decades, and sellers on e-commerce platforms have also been affected by the global COVID-19 pandemic. By collecting data from 313 Taobao sellers, we investigated the relationships among e-commerce platform additional financial service quality, sellers' satisfaction, and loyalty to the platform, as well as the moderating roles of sellers' financial pressure during the pandemic and perceived COVID-19 government financial support in the satisfaction-loyalty relationship. Our results show that better financial service quality enhances sellers' satisfaction with the platform, which in turn translates into platform loyalty. We also evidence the moderating effects of COVID-related financial pressure and sellers' perception of COVID-related government financial relief policy on the satisfaction-loyalty relationship. Our research makes potential contributions to the e-commerce field and provides timely guidance for e-commerce practice in the pandemic period.

8.
Front Psychol ; 13: 1003650, 2022.
Article in English | MEDLINE | ID: covidwho-2065630

ABSTRACT

Purpose: This study aims to investigate the impact of perceived service quality (PSQ) on tourist satisfaction and behavioral intentions and explore the potential mediating role of tourist satisfaction in the relationship between service quality and behavioral intentions in the yoga tourism context during the COVID-19 pandemic. Further, this is to examine to what extent yoga tourist satisfaction directly affects their behavioral intentions. Design/methodology/approach: Based on a review of literature, the study proposes a conceptual model to test four hypothesized relationships among the constructs of perceived service quality, tourist satisfaction, and behavioral intentions. Data was collected by using a self-administrated questionnaire that was developed and directed to a convenience sample of yoga tourists (380 forms). Structural equation modeling (SEM) was employed to determine the relationship between study constructs. Findings: The results of SEM illustrated that all the hypothesized relationships are supported. The findings confirm that yoga tourists' behavioral intentions are significantly affected directly and indirectly (through tourist satisfaction) by perceived service quality. Additionally, tourist satisfaction significantly partially mediates the relationship between PSQ and tourists' behavioral intentions. Research limitations: The subject of this study was yoga tourists staying in yoga retreats/studios in Egyptian destinations (South Sinai Governorate). Future research may focus on other geographical destinations and other influential variables of yoga tourists' satisfaction and behavioral intentions should be investigated. Practical implications: For improving tourists' satisfaction and behavioral intentions, yoga service providers should take care by giving tourists personalized attention, and understanding, fulfilling their specific needs. Health and hygiene practices must be considered during the COVID-19 pandemic. Originality/value: This study is perhaps the first empirical study that examines the relationship between PSQ and tourists' satisfaction and behavioral intentions in the yoga tourism context. A new integrated conceptual model that combined three service quality dimensions, namely, tangibles, intangibles as well as health and hygiene was developed and validated.

9.
Int J Environ Res Public Health ; 19(19)2022 Sep 28.
Article in English | MEDLINE | ID: covidwho-2065959

ABSTRACT

The COVID-19 epidemic put pressure on the traditional healthcare system and offline consultation methods. Telemedicine platforms provide a more convenient and safer channel for online health communication. Based on the signaling theory, our study explores the impacts of three dimensions of physicians' service quality (need fulfillment, security, and responsiveness) on online patient consultation on telemedicine platforms. A negative binomial model was used to test cross-sectional data of 2982 physicians obtained from Haodf.com. The results show the following: (1) the need fulfillment dimension variables positively affect online patient consultation; (2) the security dimension variables positively affect online patient consultation; (3) the responsiveness dimension variables positively affect online patient consultation. Our results contribute to the theoretical aspect of signaling theory and service quality in the context of telemedicine platforms and have several practical implications for telemedicine platform physicians and platform operators.


Subject(s)
COVID-19 , Telemedicine , COVID-19/epidemiology , Cross-Sectional Studies , Humans , Pandemics , Referral and Consultation , Telemedicine/methods
10.
Int J Environ Res Public Health ; 19(19)2022 Sep 23.
Article in English | MEDLINE | ID: covidwho-2065919

ABSTRACT

BACKGROUND: To protect and improve the health of populations, the important role of primary health institutions has been strengthened through a series of health policies, especially the implementation of a national hierarchical diagnosis and treatment system. In this light, we aim to evaluate the development of primary health institutions between 2013, before the implementation of the hierarchical diagnosis and treatment system, and 2020 as well as people's perception of the quality of primary healthcare services. METHOD: The national-level data (e.g., the numbers of primary health institutions, personnel, beds, visits, and hospitalizations) regarding primary health institutions were collected from the Health Statistics Yearbook, and the perceptions of the quality of primary healthcare services were collected by a web-based questionnaire survey using an internationally recognized assessment tool (i.e., PCAT-AE). In total, 10,850 persons were surveyed, and 10,419 participants were incorporated into the final analysis after removing invalid questionnaires. A descriptive statistical analysis (i.e., frequency and percentage) was used to analyze the national-level characteristics of primary health institutions and people's perceptions of the quality of primary healthcare services. Moreover, a logistic regression model was used to analyze the factors influencing the perceptions of the quality of primary healthcare services. RESULTS: From the macro perspective, the number of primary health institutions, beds, and personnel per 10 thousand residents slightly increased from 2013 to 2020, especially in the eastern and central areas. However, the average number of visits and the hospitalization rate in primary health institutions showed a decrease, especially in central and eastern areas. Among participants, 92.2% (9606/10,419) of them had previously sought healthcare services in primary health institutions, and most were seeking general outpatient services (57.06-63.45%), followed by medicine purchasing (16.49-21.51%), physical examinations (9.91-11.49%), preventive health services (5.11-6.48%), and hospitalization services (3.17-5.67%). The total perception scores on the quality of primary healthcare services reported by the participants were 26.19 and 27.00 for rural and urban areas, respectively, which accounted for 65.5% and 67.5% of the total score, respectively, and 26.62, 26.86, and 25.89 for the eastern, central, and western areas, respectively, with percentages of 66.6%, 67.2%, and 64.7%. The perception score on the quality among people contracted with a family doctor (29.83, 74.58%) was much higher than those who were not (25.25, 63.13%), and the difference was statistically significant (p < 0.001). Moreover, people who were female, married, had higher incomes, and were diagnosed with various diseases had better perceptions of the primary healthcare services compared to their counterparts (p < 0.05). CONCLUSION: Improvements were seen for primary health institutions, especially in terms of hardware resources such as beds and personnel. However, the service utilization in primary health institutions did not improve between 2013 and 2020. The perception score on the quality of primary healthcare was moderate to low in rural and urban as well as eastern, central, and western areas, but it was significantly higher among people contracted with a family doctor than those who were not. Therefore, it is important for policy makers to take or adjust measures focusing on quality improvement and increasing the service utilization in primary health institutions with good first contact, accessibility, continuity, comprehensiveness, and coordination, such as raising the enrollment rate of family doctors and promoting the provision of high-quality services.


Subject(s)
Health Policy , Primary Health Care , Ambulatory Care , China , Female , Humans , Male , Rural Population
11.
Journal of Retailing and Consumer Services ; : 103157, 2022.
Article in English | ScienceDirect | ID: covidwho-2061590

ABSTRACT

The COVID-19 pandemic has triggered a set of government policies and supermarket regulations, which affects customers' grocery shopping behaviours. However, the specific impact of COVID-19 on retailers at the customer end has not yet been addressed. Using text-mining techniques (i.e., sentiment analysis, topic modelling) and time series analysis, we analyse 161,921 tweets from leading UK supermarkets during the first COVID-19 lockdown. The results show the causes of sentiment change in each time series and how customer perception changes according to supermarkets’ response actions. Drawing on the social media crisis communication framework and Situational Crisis Communication theory, this study investigates whether responding to a crisis helps retail managers better understand their customers. The results uncover that customers experiencing certain social media interactions may evaluate attributes differently, resulting in varying levels of customer information collection, and grocery companies could benefit from engaging in social media crisis communication with customers. As new variants of COVID-19 keep appearing, emerging managerial problems put businesses at risk for the next crisis. Based on the results of text-mining analysis of consumer perceptions, this study identifies emerging topics in the UK grocery sector in the context of COVID-19 crisis communication and develop the sub-dimensions of service quality assessment into four categories: physical aspects, reliability, personal interaction, and policies. This study reveals how supermarkets could use social media data to better analyse customer behaviour during a pandemic and sustain competitiveness by upgrading their crisis strategies and service provision. It also sheds light on how future researchers can leverage the power of social media data with multiple text-mining methodologies.

12.
SSRN; 2022.
Preprint in English | SSRN | ID: ppcovidwho-344071

ABSTRACT

The main purpose of this review paper is to clarify the relationship between care cost, service quality, patient satisfaction, patient loyalty, and medication adherence. In addition, we tried to explore the impact of financial crisis on healthcare services.

13.
Journal of Theoretical and Applied Information Technology ; 100(17):5600-5631, 2022.
Article in English | Scopus | ID: covidwho-2057782

ABSTRACT

Covid-19 pandemic is unleashing unprecedented digital revolution in educational systems, making mobileenabled learning is unavoidable alternative option, especially in developing countries whereby university students have no option but to use smartphones for learning as desktop and laptop computers are becoming less popular at homes. To achieve the objectives of this study, this study extends the UTAUT model by incorporating three different mechanisms to enhance the UTAUT environment to investigate mobile learning adoption and enrich both theory and practice. The UTAUT theory was extended by incorporating three exogenous variables (perceived compatibility, perceived image, and perceived mobile anxiety), the endogenous variable of perceived innovativeness, and service quality as a moderator. The empirical data was collected using a survey questionnaire administered to higher education students in Jordan. The proposed research model was tested with the use of WarpPLS using 202 useable questionnaires. The results demonstrate that all hypotheses were found statistically significant, indicating that all variables included in this study play an important role in affecting the adoption process of mobile learning. The findings reveal that the research model explains 53% of the variance in the intention to adopt mobile learning. Theoretical contributions and practical implications are discussed. © 2022 Little Lion Scientific.

14.
International Journal of Multidisciplinary: Applied Business & Education Research ; 3(9):1765-1776, 2022.
Article in English | Academic Search Complete | ID: covidwho-2056367

ABSTRACT

Food businesses benefit from an online food ordering and delivery framework. The purpose of this study is to identify the factors that influence overall consumer satisfaction with online food delivery providers. The demographic information of the respondents was discussed in this study. Furthermore, this study also revealed a significant difference between respondents' perceptions of e-services and the variables listed in the study's objectives. The researchers used a quantitative approach to identify the factors that influence consumers' overall satisfaction with online food delivery services. To collect information from the respondents, the researchers used a convenience and snowball sampling technique. Descriptive statistics were used to depict the respondent profile. The Mann-Whitney U and Wilcoxon tests were used to determine the difference in e-satisfaction between female and male respondents, while the Kruskal-Wallis test was used to determine the difference in e-satisfaction of respondents when grouped by age. The Spearman rho was used to see if there was a link between personal aspect, E-Service Quality, and Perceived Food Quality and esatisfaction. The study found a significant relationship between personal aspect, E-Service Quality, and Perceived Food Quality and e-satisfaction. In terms of gender, most of the respondents are male, with 51.3%, and for the age of respondents, 29 to 40 years old. In terms of employment status, employed with a total of 162 and 61.60% has participated in the study. income salary, 50,000 and above are the highest, with a frequency of 64 and a percentage of 27.71%. [ FROM AUTHOR] Copyright of International Journal of Multidisciplinary: Applied Business & Education Research is the property of Future Science and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)

15.
Environ Sci Pollut Res Int ; 2022 Sep 24.
Article in English | MEDLINE | ID: covidwho-2041315

ABSTRACT

This study examines the relationship between uncertainty-fear toward COVID-19, green supply chain management (GSCM), and perceived service quality based on the five dimensions service quality model (SERVQUAL). It also tests the moderating effect of big data analytics (BDA) capabilities. Based on a sample of 300 healthcare managers and customers, we used partial least squares structural equation modeling to analyze the data and test our hypotheses. The empirical results show that the uncertainty-fear toward COVID-19 positively affects GSCM. Also, BDA moderates the relationship between uncertainty-fear toward COVID-19 and GSCM. GSCM positively impacts service quality (empathy, responsiveness, and assurance) but not reliability or tangible items. In addition, GSCM significantly mediates the relationship between uncertainty-fear toward COVID-19 and services' empathy, responsiveness, and assurance. However, it has an insignificant mediation effect regarding reliability and tangible-item dimensions.

16.
International Journal of Contemporary Hospitality Management ; 34(10):3553-3587, 2022.
Article in English | CAB Abstracts | ID: covidwho-2037666

ABSTRACT

Purpose: This study aims to simultaneously examine the influence of demographic, psychographic and situational factors on consumers' willingness to pay a price premium (WTPp) for robotic restaurants and to profile market segments based on consumers' WTPp levels (positive, neutral and negative). Design/methodology/approach: Using an online survey, the data were gathered from a sample of 897 Thai consumers who had dined at a robotic restaurant in the past 12 months. Structural equation modeling, chi-square tests and the one-way analysis of variance were used for data analysis. Findings: Demographic (gender, age, income and marital status), psychographic (perceived advantages/disadvantages, personal innovativeness and personality traits) and situational factors (perceived health risk and self-protection behavior) significantly influence consumers' WTPp for robotic restaurants. The positive price premium group differs significantly from the neutral and negative price premium groups in terms of demographic, psychographic and situational profiles. Practical implications: The findings of this study help restaurateurs target the correct customers and set up appropriate price fences to safeguard profits and maximize return on investment. Originality/value: This study contributes to the literature on technology-based services and hospitality by heeding the calls made by Ivanov and Webster (2021) and providing much-needed empirical evidence of possible changes in consumers' WTPp for robot-delivered services in restaurants due to COVID-19.

17.
Cogent Business & Management ; 9(1), 2022.
Article in English | Web of Science | ID: covidwho-2031993

ABSTRACT

The COVID-19 pandemic has fundamentally changed many aspects of lives, including business and consumer behaviour. This study investigates Gen-X, Gen-Y, and Gen-Z in their change in food purchasing behaviour during the pandemic. Further, the study examines the relationships among customer value, customer satisfaction, and eWOM across three generations. It is found that (1) Gen-X, Gen-Y, and Gen-Z perceived different value during the pandemic, (2) Gen-X found to be the cohort that is most concerned with safety value in selecting food compared to the other two cohorts, meanwhile Gen-Y is the cohort with the highest concern on information value, (3) customer value has significant impact on satisfaction and eWOM for Gen-X and Gen-Z, however for Gen-Y, customer value impacts satisfaction significantly, surprisingly, it has no impact on eWOM. Managerial implications and future research directions are highlighted in this study.

18.
Front Public Health ; 10: 970922, 2022.
Article in English | MEDLINE | ID: covidwho-2022997

ABSTRACT

Syria is a developing country that face enormous healthcare challenges that aggravated with the outbreak of COVID-19. In the study, we evaluate the perceived healthcare service quality based on hospital type, public and private, using five HEALTHQUAL dimensions. We find that service quality in Syrian private hospitals is perceived better that in public hospitals. However, neither type of hospitals scores exceptionally high in any of the examined HEALTHQUAL dimensions. On the contrary, both hospitals score extremely low in the Improvement dimension. We argue that crowdedness environment, medical staff availability and their low salaries, pricing policies as well as the health insurance system, are to blame for such low perceived quality.


Subject(s)
COVID-19 , Patient Satisfaction , Hospitals, Private , Humans , Surveys and Questionnaires , Syria
19.
2022 IEEE International Symposium on Broadband Multimedia Systems and Broadcasting, BMSB 2022 ; 2022-June, 2022.
Article in English | Scopus | ID: covidwho-2018614

ABSTRACT

Video-telephony applications have been widely used in people's daily life, such as online conferences, online education, and socialization. Especially during the COVID-19 pandemic, the business volume of video-telephony services has generally increased rapidly. This leads to a growing need for video-telephony service quality assessment and monitoring. This paper presents the subjective tests conducted in 'Computational model used as a QoE/QoS monitor to assess video-telephony services' (G.CMVTQS) project, which is under study in ITU-T SG12 Q.15. Two types of subjective tests are designed. Audiovisual material subjective test focuses on the quality of multimedia streams, while conversational subjective test focuses on the quality of interaction experience. These tests simulate real-life situations in video-telephony with different types of user terminals (PCs, TVs and mobile phones), environments (office, home, restaurant and outdoor), audio/video parameters (resolution, frame rate, bit rate and codec) and network impairments (packet loss, delay, jitter, bandwidth, synchronization). The final subjective database built collaboratively by five laboratories in different countries will be analyzed in the near future and provide more insights to develop new QoE/QoS monitor models for video-telephony. © 2022 IEEE.

20.
Int J Health Care Qual Assur ; ahead-of-print(ahead-of-print)2022 Jan 24.
Article in English | MEDLINE | ID: covidwho-2018467

ABSTRACT

PURPOSE: The purpose of this research is to examine the impact of perceived service quality (PSQ) on the behavioural intention (BI) of patients in Indian government hospitals. The underlying mechanism of trust and patient satisfaction (SAT) is examined as multiple mediating effect. DESIGN/METHODOLOGY/APPROACH: Data from 510 respondents were collected using structured questionnaires. Six government hospitals, namely, S.M.S. Hospital, J.L.N. Hospital, New Medical College Hospital, Maharana Bhupal Medical Hospital, Mathuradas Hospital and P.B.N. Hospital, were selected from the cities of Jaipur, Ajmer, Kota, Udaipur, Jodhpur and Bikaner, respectively. The data were collected from adult patients (>18 years old) who spent at least two nights in a government hospital between 1 October, 2020 and 30 December, 2020. PSQ formed as a reflective-formative model was analysed using the repeated indicator approach. Structural equation modelling (SEM) using SMART-PLS software was used to test the hypothesised model(s) derived deductively from literature. FINDINGS: The findings support the following conclusions: (1) the positive relationship between PSQ and BI is significant; (2) SAT mediates the PSQ and BI relationship; (3) trust mediates the PSQ and BI relationship; (4) the mediation effect of SAT is stronger than that of trust. PRACTICAL IMPLICATIONS: The results indicate that, in order to enhance the positive BI of patients towards government hospitals, it is necessary for the hospitals to work on strategies to enhance the service quality provided to patients. The outcome of this study will enable state government hospitals to get a better understanding of the different dimensions of service quality and will help in observing the factors that contribute to patients' satisfaction and trust in building long-term relationships by encouraging a positive BI. ORIGINALITY/VALUE: There is a dearth of research in India that evaluates the relationships between the constructs PSQ, trust, BI and SAT in the context of healthcare service. This empirical study is an attempt to fill this gap by focussing on the government hospitals in India.


Subject(s)
Inpatients , Intention , Adolescent , Adult , Government , Hospitals, Public , Humans , Patient Satisfaction , Quality of Health Care , Surveys and Questionnaires
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