African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4188

Full Length Research Paper

Partial least square (PLS) path modelling and its application: Evaluation of patient satisfaction with service quality (SERVQUAL)

H. Eray ÇELÄ°K1* and Sanem ÅžEHRÄ°BANOÄžLU2
1Department of Statistics, Faculty of Science, Yüzüncü Yıl University, Zeve Campus 65080 Van-Turkey. 2Özalp Vocational School, Yüzüncü Yıl University, Van-Turkey.
Email: [email protected]

  •  Accepted: 14 February 2012
  •  Published: 28 March 2012

Abstract

Increasing developments and opportunities in health sector made patient satisfaction more important. It is inevitable for health institutions to increase their service quality in ever increasing rivalry conditions. In the evaluation of service given in hospitals by patients, dimensions of service quality are one of the most effective factors. In this study, the causative relationship between service quality and contentment perception of in-patients in different hospitals are explained by using partial least square (PLS) path modelling. To 205 in-patients, SERVQUAL scale is applied. It is found out that tangible which is one of the service quality dimensions has the biggest effect on contentment.

 

Key words: Partial least square-path modelling (PLS-PM), patient satisfaction, service quality (SEVQUAL), hospital.

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This article is published under the terms of the Creative Commons Attribution License 4.0

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