Post-pandemic healthcare choices: SERVQUAL model and the influence of hospital image
Confirmatory factor analysis (CFA) was used to check the validity and reliability of all the constructs. Due to the high correlation between tangibility, reliability, responsiveness, assurance and empathy, authors have created a second-order construct, i.e. service quality. Authors have also used structural equation modeling (SEM) to inspect the associations between different constructs. Authors have measured the mediating role of hospital image between the relationship of all the service quality dimensions and customer purchase intention.
Authors
- Susheel Yadav (ORCID: https://orcid.org/0000-0003-3446-8237)
- Shubhendra Singh Parihar
- Om Jee Gupta (ORCID: https://orcid.org/0000-0003-0653-0371)
- Pooja Darda (ORCID: https://orcid.org/0000-0003-3699-8426)
- Krishna Pal Singh (ORCID: https://orcid.org/0000-0002-2062-4764)
Institutions
- Jaipuria Institute of Management (IN)
- Rama University (IN)
- Indian Institute of Management Indore (IN)
- O. P. Jindal Global University (IN)
- Global University (LB)
Publication Details
- Journal
- Journal of Health Organization and Management
- Published
- 2025-03-26
- DOI
- https://doi.org/10.1108/jhom-01-2024-0002
- Citations
- 1
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 2.76