Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 30 April 2024
Abstract
Purpose
This study aims to explore the influence of health-care service quality on customers’ perceived value, satisfaction, effectiveness and behavioural intention concerning district health centres (DHCs) in Hong Kong. This research also intends to assess customers’ perception of the subsidy scheme and its influence on the relationships amongst the aforementioned constructs.
Design/methodology/approach
The convenience and snowball sampling approaches were adopted, and the self-administered questionnaire was sent to 309 customers of DHCs.
Findings
Service quality attributes in terms of staffing and procedures positively increased customers’ perceived value and staffing, procedures and operations. Physical facilities positively promoted customers’ satisfaction, consequently improving DHCs’ effectiveness and behavioural intention. However, core treatments and services of DHCs did not impact customers’ perceived value and satisfaction. Furthermore, customers receiving subsidies exhibited a more positive perception than those without subsidies.
Practical implications
Health-care organisations are advised to strategically allocate resources (staffing, facilities and procedures and operations management) to optimise overall performance outcomes. DHC operators could reinforce the core services of DHCs and health-care voucher subsidies to local citizens so as to enhance the effectiveness of DHCs and behavioural intention of customers.
Originality/value
This study integrates the input–process–output approach in measuring the effectiveness of and customers’ behavioural intention towards newly established DHCs.
Keywords
Acknowledgements
The work described in this paper was fully supported by a grant [number SSHD-2022–266 (J)] from the College of Professional and Continuing Education, an affiliate of The Hong Kong Polytechnic University. Special thanks to the District Health Centres (DHCs) and DHC Expresses in Hong Kong for distribution of questionnaire and data collection.
Citation
Tavitiyaman, P., Law, T.-S.V., Fong, Y.-F.B. and Ng, T.K.C. (2024), "Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy", International Journal of Quality and Service Sciences, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJQSS-10-2023-0170
Publisher
:Emerald Publishing Limited
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