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The relationship of business process...

Sudibyo, Yvonne Augustine,

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The relationship of business process capabilities and internal service quality to healthcare service quality, patient satisfaction, and behavioral intentions, and its relationship to business performance /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The relationship of business process capabilities and internal service quality to healthcare service quality, patient satisfaction, and behavioral intentions, and its relationship to business performance // Yvonne Augustine Sudibyo.
作者:	Sudibyo, Yvonne Augustine,
面頁冊數:	1 electronic resource (131 pages)
附註:	Source: Dissertations Abstracts International, Volume: 64-10, Section: A.
Contained By:	Dissertations Abstracts International64-10A.
標題:	Studies. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3074889
ISBN:	9780493949741

The relationship of business process capabilities and internal service quality to healthcare service quality, patient satisfaction, and behavioral intentions, and its relationship to business performance /
Sudibyo, Yvonne Augustine,

The relationship of business process capabilities and internal service quality to healthcare service quality, patient satisfaction, and behavioral intentions, and its relationship to business performance /Yvonne Augustine Sudibyo. - 1 electronic resource (131 pages)

Source: Dissertations Abstracts International, Volume: 64-10, Section: A.

The issue of business process capabilities and internal service quality has been explained from different approaches. However, the relationship of those two variables to health care service quality, patient satisfaction, behavioral intentions has received little attention in the literature. Moreover, this study also evaluated those all variables as they relate to hospital performance. Data for this study were collected from accredited state and private general hospitals in Indonesia with different service designations. Questionnaires were distributed to hospital staff members and patients. A total number of 220 usable responses was obtained from hospital staff and 220 from patients, yielding a response rate of 81 percent. Data were analyzed by using SPSS, along with model fit using AMOS structural equation modeling for testing the goodness-of-fit of the model. The findings indicated that a highly significant relationship existed between health care functional service quality and patient satisfaction. Further, a significant relationship was found between patient satisfaction and behavioral intentions to recommend or use the hospital services again. However, a negative relationship existed between behavioral intentions and hospital performance. Findings of this study have significant implications for Department of Health as well as for managerial practice in hospitals in Jakarta. The Department of Health can use the SERVQUAL for health care and general patient satisfaction assessment and link the results to overall hospital performance.

English

ISBN: 9780493949741Subjects--Topical Terms:

3433795
Studies.
Subjects--Index Terms:

Behavioral intentions

The relationship of business process capabilities and internal service quality to healthcare service quality, patient satisfaction, and behavioral intentions, and its relationship to business performance /
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