摘要：This paper aimed to examine a conceptual model for the relationships between hospital service
quality, patient satisfaction, hospital utilization, and hospital financial performance. A total of 176
hospitals was selected from California State for this study. The standardized performance measures
were used together with precisely defined specifications and standardized data-collection protocols.
First, an exploratory factor analysis with Varimax rotation was performed. The measurement properties
were then assessed in a confirmatory factor analysis (CFA). The analysis results show that
quality had a significant effect on satisfaction, which, in turn, affected the financial performance.
The results provide support for the previous findings indicated that service quality was positively
associated with patient satisfaction and that satisfaction and utilization had a significant positive
effect on financial performance. The analysis results provide support for the previous findings that
hospital service quality is positively related to patient satisfaction. The findings also show that
patient satisfaction and hospital utilization have a significant positive effect on hospital financial
performance.
