Direct Roles Of Service Quality And Indirect (Moderating) Roles Of Perceived Value On The Level Of Patient Satisfaction: From The Perception Of Patient Of Private Hospitals In Tripoli, Libya:SPSS And PLS Approach

by Yousf Ibrahim Aljoudimi, Prof. Dr. Zulkifflee Bin Mohamed, Asst. Prof. Dr. Johari Mat

  • International Journal of Business Marketing and Management (IJBMM)
  • Volume 2, Issue 3, March (2017), p. 39-59


This quantitative study aimed to examine the moderating effect of monetary (price) and non-monetary (time and efforts) perceived value on the relationship between five dimensions of service quality (environment and technology, convenience of care process, responsiveness, trust and security, and respect and caring) and patient satisfaction in the health care environment in Private Hospitals in Tripoli, Libya (PHT).

Research questions were formulated to investigate the research objectives. In order to measure quality of service, patient’s perceptions of service quality were investigated and data on patient were collected using an adapted instrument based on (1) SERVPERF, which was developed as an alternative to the disconfirmation-based SERVQUAL and (2) past research. Final sample size for analysis was 107. Exploratory (EFA) and Outer model analysis (OMA) were conducted.

Hypotheses were tested using multiple regression analysis and hierarchical multiple regression through SPSS and Partial Least Square (PLS). Result confirmed five service quality dimensions by EFA as same as OMA. The findings revealed that the time and effort did not moderate the relationship between service quality dimensions and patient satisfaction in both techniques SPSS and PLS, although the result revealed slightly different between SPSS and PLS related to the effect of service quality dimensions on patient satisfaction.

This study could contribute the further development of studies in service quality, perceived value and patient satisfaction in healthcare environment. Finally, the implications and limitations were also discussed.

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