The impact of structure and process attributes on satisfaction and behavioral intentions

Abstract

This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a structural equation model that encompasses these relationships based on a survey of 635 consumers of healthcare services. The results indicate that satisfaction with both structure and process attributes have a significant impact on global satisfaction. Global satisfaction was found to directly influence both intention to recommend and intention to return to the healthcare service provider.

Citation

Bendall‐Lyon, D. and Powers, T.L. (2004), "The impact of structure and process attributes on satisfaction and behavioral intentions", Journal of Services Marketing, Vol. 18 No. 2, pp. 114-121. https://doi.org/10.1108/08876040410528719