Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia
Why this work is in the frame
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Bibliographic record
Abstract
This study attempts to examine the mediation effect of satisfaction on service quality perception and intentionsbehavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size.Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide supportfor the association between perceived service quality dimensions (tangibles, assurance, and empathy) andbehavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. Inaddition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has astrong positive relationship with intentions. In short, service quality drives satisfaction which in turn drivesbehavioral intentions. The finding also indicates that satisfaction partially mediates the relationship betweenperceived service quality and behavioral intentions. As a result, the strength of the perceived servicequality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical andmanagerial implications of the findings are also discussed.
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Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.001 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.000 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it