Service Quality and its Impact on Behavioural Intentions in an Allied Health Context

Sia Kozlowski

Research output: ThesisDoctoral Thesis

183 Downloads (Pure)

Abstract

This study measured service quality in an allied health industry to see whether differences in service quality were related to differences in satisfaction with the clinic and intentions to remain a patient at the clinic. While these relationships are well established in other service contexts, they have not been examined in an allied health context. The study suggested service quality directly influences people's behavioural intentions, providing a good foundation from which managers can develop strategies to improve patient loyalty. It would be useful to replicate the study in other health and non-health environments.
Original languageEnglish
QualificationDoctor of Philosophy
Awarding Institution
  • The University of Western Australia
Supervisors/Advisors
  • Soutar, Geoff, Supervisor
  • Mazzarol, Tim, Supervisor
Thesis sponsors
Award date26 Apr 2022
DOIs
Publication statusUnpublished - 2021

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