Authors : Sook Fern Yeo, Cheng Ling Tan and Yen Nee Goh
Abstract: This study emphasises on examining the relationship between service quality and satisfactions towards patient’s repatronage intention for obstetrics services in private hospitals in Malaysia. The conceptual framework is developed from the combination of the literature related to service quality to repatronage intention via. the mediating effect of patient’s satisfaction. The service quality dimensions consist of doctor’s care, nursing care and medical treatment whereby they are group and known as technical quality. Furthermore, the technical quality of the Gronroo’s model is suitable for measuring obstetric services. This study will generate the understanding on which factors will influence patient repatronage intention for the obstetrics service in private hospitals in Malaysia.
Sook Fern Yeo, Cheng Ling Tan and Yen Nee Goh, 2017. The Influence of Service Quality on Repatronage Intention: Examining Patient Satisfaction as Mediator. Journal of Engineering and Applied Sciences, 12: 6412-6419.