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Service Encounter Related Process Quality, Patient Satisfaction, and Behavioral Intention


  • Nandakumar Mekoth

    (Goa University, India)

  • George P. Babu

    (The University of Southern Mississippi, USA)

  • Vidya Dalvi

    (Government College, Quepem, Goa, India)

  • Nirmala Rajanala

    (Goa University, India)

  • Khuseyn Nizomadinov

    (City Healthcare, Tajikistan)


This study identifies some of the critical service encounters that the outpatients undergo in a health care facility and investigates whether the service encounter related process quality as perceived by the patients leads to patient satisfaction, repeat visit, and recommendation intentions. Personal visits, observations, and enquiries at the outpatient center have been conducted to identify the various service encounters that outpatients undergo in the hospital. Exit interviews of the outpatients have been conducted to identify service encounter related process quality variables which determine patient satisfaction and behavioral intentions. A preliminary scale to measure service encounter related process quality was developed and its factor structure and internal consistency reliability were established. The study reveals that both the physician quality and laboratory quality have been found to be significantly related to patient satisfaction. However, quite interestingly, courtesy shown by the registration or outpatient staff, perceived length of waiting time, or even the salient aspects of the servicescape, did not influence patient satisfaction.

Suggested Citation

  • Nandakumar Mekoth & George P. Babu & Vidya Dalvi & Nirmala Rajanala & Khuseyn Nizomadinov, 2011. "Service Encounter Related Process Quality, Patient Satisfaction, and Behavioral Intention," Management, University of Primorska, Faculty of Management Koper, vol. 6(4), pages 333-350.
  • Handle: RePEc:mgt:youmng:v:6:y:2011:i:4:p:333-350

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    References listed on IDEAS

    1. Oosterbeek, Hessel & van Praag, Mirjam & Ijsselstein, Auke, 2010. "The impact of entrepreneurship education on entrepreneurship skills and motivation," European Economic Review, Elsevier, vol. 54(3), pages 442-454, April.
    2. A. Fayolle, 2011. "Entrepreneurship Education," Post-Print halshs-00784981, HAL.
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