Analysis of the relationships among perceived service encounter quality, service value, satisfaction and behavioral intention for physical therapy patients.
Min-Seok Ko, Won-Hwee Lee
PMID 29200644WHAT IT FOUND
Among 335 physical therapy patients, higher ratings of the service interaction were linked with higher ratings of value, satisfaction, and intention to return or recommend.
This is association, not proof that improving service quality changes outcomes.
Key findings
01Service encounter quality had positive associations with service value (0.611), patient satisfaction (0.240), and behavioral intention (0.147).
02Service value had positive associations with patient satisfaction (0.653) and behavioral intention (0.126).
03Patient satisfaction had a positive association with behavioral intention (0.629).
STILL TO COME
How it was doneWhat they foundWhat it means for PTs
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What it does not show
The sample came from five facilities in one city, so it may not apply to other regions. The data were collected at one time, so the study cannot show that service encounter quality caused higher value, satisfaction, or behavioral intention. The study measured patient perceptions with questionnaires, not an intervention outcome.
The easy way to misread this
Do not read these path coefficients as proof that improving service encounter quality will increase patient satisfaction or return visits. The data were collected at one time from patients in one city, so the study cannot establish causality.