<abstract xmlns="http://www.w3.org/1999/xhtml"><sec id="j_sjph-2018-0022_s_006_w2aab3b7b1b1b6b1aab1c18b1Aa"><h3>Introduction</h3><p>Perceived value and its antecedents and consequences have been claimed to be important in industries with higher customer involvement. The aim of this paper is therefore to empirically assess the conceptual model, with perceived service value as its central component. It also investigates how it affects loyalty and satisfaction, how it is influenced by its antecedents, and to compare with other studies investigating partial relationship between variables.</p></sec><sec id="j_sjph-2018-0022_s_007_w2aab3b7b1b1b6b1aab1c18b2Aa"><h3>Methods</h3><p>A total of 800 patients were enrolled in the main study, and the data was analysed using exploratory and confirmatory factor analyses. By modelling linear structural equations, we assessed reliability and established the convergent and discriminant validity of the questionnaire in the same way as in the pilot study.</p></sec><sec id="j_sjph-2018-0022_s_008_w2aab3b7b1b1b6b1aab1c18b3Aa"><h3>Results</h3><p>In the conceptual model for testing our hypotheses, we also included the relationship between patient satisfaction and loyalty. In this manner, the fitting of data to the model was significantly improved. After including the additional relationship, global fit indices had the following values: Chi-square=349.6 (sig.=0.00), df=143, RMSEA=0.05, NFI=0.96, CFI=0.97. All relationships between the constructs were statistically significant, thus confirming all our hypotheses.</p></sec><sec id="j_sjph-2018-0022_s_009_w2aab3b7b1b1b6b1aab1c18b4Aa"><h3>Conclusions</h3><p>The major conclusion of this paper is that an especially higher reputation and higher perceived service quality can contribute to perceived service value and therefore to more satisfied patients. The research approach has a few limitations. In the future, the model of perceived service value can be extended with variables such as emotions, patient trust, and commitment as well.</p></sec></abstract>

IntroductionPerceived value and its antecedents and consequences have been claimed to be important in industries with higher customer involvement. The aim of this paper is therefore to empirically assess the conceptual model, with perceived service value as its central component. It also investigates how it affects loyalty and satisfaction, how it is influenced by its antecedents, and to compare with other studies investigating partial relationship between variables.MethodsA total of 800 patients were enrolled in the main study, and the data was analysed using exploratory and confirmatory factor analyses. By modelling linear structural equations, we assessed reliability and established the convergent and discriminant validity of the questionnaire in the same way as in the pilot study.ResultsIn the conceptual model for testing our hypotheses, we also included the relationship between patient satisfaction and loyalty. In this manner, the fitting of data to the model was significantly improved. After including the additional relationship, global fit indices had the following values: Chi-square=349.6 (sig.=0.00), df=143, RMSEA=0.05, NFI=0.96, CFI=0.97. All relationships between the constructs were statistically significant, thus confirming all our hypotheses.ConclusionsThe major conclusion of this paper is that an especially higher reputation and higher perceived service quality can contribute to perceived service value and therefore to more satisfied patients. The research approach has a few limitations. In the future, the model of perceived service value can be extended with variables such as emotions, patient trust, and commitment as well.

Empirical evaluation of a conceptual model for the perceived value of health services

Slovenian Journal of Public Health

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Empirično preverjanje konceptualnega modela zaznane vrednosti zdravstvene storitve

IntroductionPerceived value and its antecedents and consequences have been claimed to be important in industries with higher customer involvement. The aim of...

Empirical evaluation of a conceptual model for the perceived value of health services

Article Category: Original scientific article

Published Online: Oct 01, 2018

Page range: 175 - 182

Received: Dec 02, 2017

Accepted: May 22, 2018

DOI: https://doi.org/10.2478/sjph-2018-0022

Keywords
health services, perceived value, satisfaction, loyalty, reputation, quality, price, factor analysis, linear structural equation modelling

© 2018 National Institute of Public Health, Slovenia, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Figure 1

Figure 2

Empirical evaluation of a conceptual model for the perceived value of health services

Article Category: Original scientific article

Published Online: Oct 01, 2018

Page range: 175 - 182

Received: Dec 02, 2017

Accepted: May 22, 2018

DOI: https://doi.org/10.2478/sjph-2018-0022

Keywordshealth services, perceived value, satisfaction, loyalty, reputation, quality, price, factor analysis, linear structural equation modelling

© 2018 National Institute of Public Health, Slovenia, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Figure 1

Figure 2

Keywords
health services, perceived value, satisfaction, loyalty, reputation, quality, price, factor analysis, linear structural equation modelling