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Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry

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Advances in Usability, User Experience and Assistive Technology (AHFE 2018)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 794))

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Abstract

The purpose of this research was to construct a Chinese customer satisfaction model for medical services and to identify the key elements that influence customer satisfaction. Eighty seven valid responses from inpatients were collected using a survey questionnaire. Structural equation modeling was employed to estimate and adjust the proposed model. The results showed that perceived quality, expected quality, and information were three important antecedents influencing customer satisfaction, and that perceived quality was the strongest antecedent of customer satisfaction and that loyalty was the strongest consequence. Information had relatively low direct effect on customer satisfaction while it indirectly affected customer satisfaction considerably through the other antecedents of perceived quality and expected quality. This research provides hospital managers with information on the aspects to be emphasized with regarding to customer satisfaction and, also, highlights the importance of increasing customer satisfaction when seeking customer loyalty.

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Author information

Authors and Affiliations

  1. Department of Industrial Engineering, Tsinghua University, Beijing, China

    Ruifeng Yu & Yifan Tian

  2. Department of Systems Engineering and Engineering Management, City University of Hong Kong, Hong Kong, China

    Jacky Y. K. Ng & Alan H. S. Chan

Authors
  1. Ruifeng Yu
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  2. Jacky Y. K. Ng
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  3. Alan H. S. Chan
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  4. Yifan Tian
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Corresponding author

Correspondence to Jacky Y. K. Ng .

Editor information

Editors and Affiliations

  1. University of Central Florida, Orlando, FL, USA

    Tareq Z. Ahram

  2. Catholic University of Pernambuco, Boa Viagem, Pernambuco, Brazil

    Christianne Falcão

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Yu, R., Ng, J.Y.K., Chan, A.H.S., Tian, Y. (2019). Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry. In: Ahram, T., Falcão, C. (eds) Advances in Usability, User Experience and Assistive Technology. AHFE 2018. Advances in Intelligent Systems and Computing, vol 794. Springer, Cham. https://doi.org/10.1007/978-3-319-94947-5_68

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  • DOI: https://doi.org/10.1007/978-3-319-94947-5_68

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  • Publisher Name: Springer, Cham

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  • Online ISBN: 978-3-319-94947-5

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