Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types

Abstract

A modified SERVQUAL approach, including usability as the sixth service quality dimension, has been used to evaluate the effect of service quality dimensions on perceived overall quality, customer satisfaction, and return intention for four different hospital types operating in Turkey: public, private, university, and military hospitals. The proposed research model was tested with 284 patients from different hospital types, and results indicated that usability is an insignificant factor in perceived overall quality, customer satisfaction, and return intention prediction for all hospital types. Results revealed that service quality dimensions having an impact on perceived overall quality, customer satisfaction, and return intention vary among hospital types.