An Empirical Investigation on Behavioural Intentions of the Patients: The Role of Perceived Service Quality and Patient Satisfaction
The purpose of this study was to investigate the impact of perceived service quality and patient satisfaction on behavioural intentions of the patients. For the purpose of this study, the researcher has taken patients as respondents from the hospitals situated in Udupi and Mangalore. The reliability test was done to see the reliability of the scale used which was found to be reliable. The descriptive statistics was done to see the mean value and standard deviation for all the variable. From the regression analysis, it was found that there is a significant relationship between patient satisfaction and behavioural intentions of the patients. Multi-linear regression was also used to see the relationship between perceived service quality and behavioural intentions which found that there is a strong relationship between these variables. It was found that tangibility, responsiveness and assurance are the important predictors of behavioural intentions.