Structural equation modelling in relationship study between the quality of medical services and patient satisfaction and loyalty

Abstract

The authors developed an algorithm for studying the relationship between the quality of healthcare services, patient satisfaction and their intentions of loyalty. It is proved that patient satisfaction mediates the perceived quality of healthcare services and the intentions of customers’ loyalty. The authors improved the methodology for assessing the healthcare services quality for healthcare organizations based on the SERVPERF method, identified three constructs that shape the perception of quality of healthcare services by the patient (staff, communications and physical evidence), built a model “Perceived patient quality of healthcare services”, which establishes correlations and covariance relationships between model constructs. A “Structural model of the relationship between the perceived quality of health care its components and loyalty, mediated by patient satisfaction” has been built.