Partial least square (PLS) path modelling and its application: Evaluation of patient satisfaction with service quality (SERVQUAL)

2012 ◽  
Vol 6 (12) ◽  
Author(s):  
H. Eray ÇELİK
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Path Modelling

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

Perceived service quality’s effect on patient satisfaction and behavioural compliance

2015 ◽  
Vol 28 (3) ◽  
pp. 300-314 ◽  
Author(s):  
Bahari Mohamed ◽  
Noor Azlinna Azizan
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Quality Model ◽  
Cross Sectional ◽  
Content Type ◽  
Analysis And Design

Purpose – The purpose of this paper is to advance healthcare service quality research using hierarchical component models. Design/methodology/approach – This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses. Findings – The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS. Research limitations/implications – Only one hospital was evaluated. Practical implications – The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design. Originality/value – Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

The Influence of Service Quality and Price Perception on Cunsumer Trust and Revisit Intention at Beauty Care Clinic in Indonesia

2020 ◽  
Vol 8 (6) ◽  
pp. 268-281
Author(s):  
Ayu Fitria Kurnianingrum ◽  
Anas Hidayat
Keyword(s):  
Service Quality ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Trust ◽  
Care Clinic ◽  
Price Perception ◽  
Revisit Intention ◽  
Path Modelling ◽  
Beauty Care

A lot of research have been done. These involved variables of service quality, price perception, and trust on revisit intention. However, there are still not many research on these variables investigating consumer behaviors in beauty care clinics. For this reason, this research aims to determine the influence of service quality and price perception on consumer trust and revisit intention of the consumers at beauty care clinics in Indonesia. Survey data were collected from 276 customers of beauty care clinics in Indonesia. Data was analysed using descriptive statistics and partial least square (PLS) path modelling. The result found that service quality had a significant and positive influence on consumer trust, price perception had a significant and positive influence on consumer trust and consumer trust had a significant and positive influence on revisit intention. The novelty of the research was the quality of service and price perception had an important role in building consumer trust that would increase their intention to revisit the beauty care clinic.

scholarly journals The Influence of Food Service Quality and Innovation Production on Local Product of Thailand: Study of Creative Agriculture

2020 ◽  
Vol 11 (5) ◽  
pp. 469
Author(s):  
Waleerak Sittisom ◽  
Thammarak Srimarut
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Service ◽  
Partial Least Square ◽  
Least Square ◽  
Raw Material ◽  
Primary Data ◽  
Local Product ◽  
Product Promotion

Creative agriculture is a vast and deep knowledge of a product from its preparation from raw material to the end consumer of the product. Hence creative agriculture deals with deep analysis, production process, and commercialization, of a product. The present study explored the relationship between food service quality, innovation in production, customers’ satisfaction, and local product promotion. Both the foodservice quality and innovation in production increase customer satisfaction and local product promotion. An increased level of customer satisfaction is also promising for the increment in local product promotion. A survey from 300 food engineers working with different food providing companies, were the respondents of the present study for the collection of primary data. Then, a statistical software, named Partial Least Square (PLS) was used for the finalization of the data analysis process. The results achieved from the data analysis were used for the accomplishment of the end results of the present study.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Analisis Pengaruh System Quality, Information Quality, Service Quality Terhadap Net Benefit Pada SI-PMB

2021 ◽  
Vol 10 (2) ◽  
pp. 259-263
Author(s):  
Agustinus Suradi ◽  
Marina Windarti ◽  
Syams Kurnaiawan Hidayat
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Net Benefit ◽  
Is Success

Strategi pengembangan sistem informasi perlu dievaluasi untuk mendukung keberhasilan dan kualitas layanan sistem informasi penerimaan mahasiswa baru. Ada ketidakpuasan pengguna SI-PMB dalam mendapatkan informasi yang mereka inginkan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas informasi, kualitas sistem, kualitas layanan terhadap manfaat bersih SI-PMB. Model DeLone McLean IS Success digunakan dalam penelitian ini, dengan komponen variabel: kualitas informasi, kualitas sistem dan kualitas layanan. Analisis data menggunakan model struktural dengan alat analisis Partial Least Square. Hasil penelitian ini menunjukkan bahwa tidak terdapat hubungan yang positif dan signifikan antara variabel kualitas informasi dengan kepuasan pengguna nilai statistik T sebesar 0,426. Ada hubungan yang positif dan signifikan antara variabel kualitas sistem dan kepuasan pengguna dengan statistik T 3,103. Terdapat hubungan yang positif dan signifikan antara variabel kualitas pelayanan dengan kepuasan pengguna, nilai T statistic sebesar 2,604. Hubungan antara variabel kepuasan pengguna dan manfaat bersih, nilai statistik t sebesar 9,294 menyatakan bahwa terdapat hubungan yang positif dan signifikan antara variabel kepuasan pengguna dengan manfaat bersih.

scholarly journals E-Service Quality Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen

2019 ◽  
Vol 10 (2) ◽  
pp. 150-163
Author(s):  
Madan Rakhmat Romadhan ◽  
Indriastuty Indriastuty ◽  
C. Prihandoyo
Keyword(s):  
Service Quality ◽  
Mobile Application ◽  
Partial Least Square ◽  
Least Square

Rakhmat Romadhan, E-Service Quality  Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen. Tujuan penelitian ini untuk mengetahui pengaruh E-Service Quality terhadap Kepuasan Konsumen dalam melakukan pembelian di Mobile Application Lazada serta dampaknya terhadap Loyalitas Konsumen. Populasi dalam penelitian adalah sebesar 1532 orang sedangkan sampel dalam penelitian adakah sebesar 94 orang responden pengguna Mobile Application Lazada. Analisis data menggunakan pendekatan Partial Least Square (PLS).  dengan menggunakan SmartPLS versi 3.0. Hasil penelitian ini, ditemukan bahwa E-Service Quality memiliki pengaruh yang positif dan signifikan terhadap Kepuasan Konsumen; Kepuasan Konsumen memiliki pengaruh yang positif dan signifikan terhadap Loyalitas Konsumen; E-Service memiliki pengaruh yang positif tetapi tidak signifikan terhadap Loyalitas Konsumen ; dan E-Service Quality tidak berpengaruh langsung terhadap loyalitas konsumen pada pengguna Mobile Application Lazada melalui kepuasan konsumen.

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals THE ROLES OF SUPPORTIVE MANAGEMENT AND EMPLOYEES’ COMMITMENT TO SERVICE QUALITY TOWARDS SERVICE RECOVERY PERFORMANCE AMONG HOTEL EMPLOYEES IN MALAYSIA

2020 ◽  
Vol 5 (18) ◽  
pp. 78-87
Author(s):  
Nuraina Nadiah Rosli ◽  
Siti Rohaida Mohamed Zainal
Keyword(s):  
Service Quality ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Hotel Employees ◽  
Service Recovery Performance ◽  
Hotel Sector ◽  
Recovery Performance ◽  
Supportive Management

Service recovery performance is highly significant in the hotel sector as it ensures customers’ satisfaction and loyalty. Long and inconsistent working hours and schedules, along with strenuous tasks, are the norm for jobs in the hotel sector and these challenging traits can greatly effect the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. In developed countries, a large number of studies have been reported on service recovery performance. However, only a small number of such studies have been undertaken in developing countries. In addition, the number of studies on the effects of supportive management and employees’ commitment to service quality in influencing their service recovery performance is also limited. Hence, the purpose of the current study is to investigate the effects of supportive management and employees’ commitment to service quality towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia. The data was collected from a total of 104 hotel employees and analysed using the structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment to service quality has a significant, positive effect on service recovery performance. In conclusion, the outcomes lead to the hotel sector and the existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel sector framework.

scholarly journals THE EFFECTS OF AUTONOMY ON JOB SATISFACTION AND JOB PERFORMANCE: EVIDENCE FROM BOSNIA AND HERZEGOVINA

2021 ◽  
Vol 11 (2) ◽  
pp. 126-132
Author(s):  
Nermina Delic ◽  
◽  
Irfan Djedovic ◽  
Ensar Mekic ◽  
◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Data Analysis ◽  
Job Performance ◽  
Bosnia And Herzegovina ◽  
Convergent Validity ◽  
Positive Relationship ◽  
Partial Least Square ◽  
Least Square ◽  
Validity And Reliability ◽  
Path Modelling

The main aim of the study was to empirically investigate and understand the effects that autonomy has on job satisfaction and job performance in Bosnia and Herzegovina. The empirical data was obtained from a questionnaire of 242 people living and working in Bosnia and Herzegovina. Once the data was collected, data analysis was conducted to assure validity and reliability through items’ loadings and Cronbach’s Alpha values.Furthermore, the scales were tested for convergent validity through partial least-square path modelling using SmartPLS 3 software. The results indicated that the effects of autonomy on job performance and job satisfaction were significant and had positive relationship.

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