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The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah

This research was conducted to study the influence of perceived service quality on behavioural intentions of customers of private healthcare clinics in Sabah, Malaysia. Zeithaml et aI.'s (1996) theoretical framework of behavioural intentions was used in the measurement of intentions, wherea...

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Main Author: Harry Ignatius Beatty
Format: Thesis
Language:English
Published: 2004
Online Access:https://eprints.ums.edu.my/id/eprint/19290/1/The%20impact%20of%20service%20quality%20on%20behavioural%20intentions.pdf
https://eprints.ums.edu.my/id/eprint/19290/
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spelling my.ums.eprints.192902018-03-22T02:07:17Z https://eprints.ums.edu.my/id/eprint/19290/ The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah Harry Ignatius Beatty This research was conducted to study the influence of perceived service quality on behavioural intentions of customers of private healthcare clinics in Sabah, Malaysia. Zeithaml et aI.'s (1996) theoretical framework of behavioural intentions was used in the measurement of intentions, whereas the five dimensions of SERVQUAL (Parasuraman et al, 1988) was used in the measurement of perceived service quality. The results of the study provide strong support for empathy to predict customers' behavioural intentions and a weaker support for tangibles, reliability, and assurance to predict it. Contrary to studies made on the banking sector in Malaysia (Ndubisi, 2003a), the result was quite unexpected, which maybe due in part to the local setting and diverse cultures. Responsiveness had no influence on any of the behavioural intentions dimensions. The current research provides a strong support for the ability of perceived service quality (empathy) to predict behavioural intentions in the context of private healthcare clinics In Sabah, Malaysia. Theoretical and managerial implications of the findings are discussed. 2004 Thesis NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/19290/1/The%20impact%20of%20service%20quality%20on%20behavioural%20intentions.pdf Harry Ignatius Beatty (2004) The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah. Masters thesis, Universiti Malaysia Sabah.
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
description This research was conducted to study the influence of perceived service quality on behavioural intentions of customers of private healthcare clinics in Sabah, Malaysia. Zeithaml et aI.'s (1996) theoretical framework of behavioural intentions was used in the measurement of intentions, whereas the five dimensions of SERVQUAL (Parasuraman et al, 1988) was used in the measurement of perceived service quality. The results of the study provide strong support for empathy to predict customers' behavioural intentions and a weaker support for tangibles, reliability, and assurance to predict it. Contrary to studies made on the banking sector in Malaysia (Ndubisi, 2003a), the result was quite unexpected, which maybe due in part to the local setting and diverse cultures. Responsiveness had no influence on any of the behavioural intentions dimensions. The current research provides a strong support for the ability of perceived service quality (empathy) to predict behavioural intentions in the context of private healthcare clinics In Sabah, Malaysia. Theoretical and managerial implications of the findings are discussed.
format Thesis
author Harry Ignatius Beatty
spellingShingle Harry Ignatius Beatty
The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
author_facet Harry Ignatius Beatty
author_sort Harry Ignatius Beatty
title The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
title_short The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
title_full The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
title_fullStr The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
title_full_unstemmed The impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in Sabah
title_sort impact of service quality on behavioural intentions : the perspective of customers of private healthcare clinics in sabah
publishDate 2004
url https://eprints.ums.edu.my/id/eprint/19290/1/The%20impact%20of%20service%20quality%20on%20behavioural%20intentions.pdf
https://eprints.ums.edu.my/id/eprint/19290/
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score 13.211869

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