A model study about finding the effects of service quality and customer satisfaction on behavioral intention in the healthcare sector

With improvement of the customer based management approaches, firms and their managershave to have customers? perspective to looking for events and products. The firms whichcommand the customers? needs and by this means provide customer satisfaction, becomeleader and they have a key for being successful in the wars of an increasing competitioncontinuously.For having loyal customers the firms should think about the best strategies and they shoulddecide the most suitable decisions. In this sense, the firms can support customer satisfactionby considering the high quality in products? and services? concepts.In this thesis, I analyzed the variables? which have effects on customers? behavioral intentionssuch as service quality, sacrifice, service value and customer satisfaction in healthcare sector.I also analyzed the interrelationships among these variables. I used a proposed model byCronin et. al (2000) for predicting behavioral intentions. In an application section there are870 questionnaires from 47 special hospitals in Istanbul. The data was analyzed with SPSS13.0 and LISREL 8.51 packet programmes. SPSS 13.0 was used for analyzing reliability andnormality and LISREL 8.51 was used for analyzing model fit and structural equation modelanalysis such as path diagram.In conclusion, the hospitals are the most important branch in a service industry. In this thesisthe interrelationships among perceived service quality, sacrifice, service value, customersatisfaction were analyzed and also their effects on behavioral intentions were analyzed too inhospitals.Keywords: Service quality, sacrifice, service value, customer satisfaction, behavioralintention, healthcare sectorii