摘要：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.
关键词：Partial least square-path modelling (PLS-PM); patient satisfaction; service quality (SEVQUAL); hospital
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