The Effect of Value Co-creation and Service Quality on Customer Satisfaction and Commitment in Healthcare Management Page: 3
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Building upon the "Big Quality" concept, this study suggests a new approach by extending
the quality concept to include the value-creation concept in Service Dominant Logic. This study
identifies the associated constructs and determinants of Big Quality in routine healthcare
management service, and examines the relationship among the associated quality constructs,
customer satisfaction, and customer commitment.
This study employed an online survey methodology to collect data. In data analysis, I used
the variance-based structural equation modeling (PLS-SEM) approach to confirm the factor
structure, proposed model, and test the research hypotheses. The results show that the customer's
participation in in-role and extra-role behaviors are positively associated with their perceived
quality, satisfaction, and commitment level.
The major contribution of this study to decision sciences and the service quality literature
is the development of a comprehensive framework explaining the importance of value co-
creation within the context of healthcare quality. Finally, this work examines perceived service
quality as a key factor of customer satisfaction and the relationship of Big Quality with
commitment level in healthcare service management.
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Kwon, Junhyuk. The Effect of Value Co-creation and Service Quality on Customer Satisfaction and Commitment in Healthcare Management, dissertation, August 2015; Denton, Texas. (https://digital.library.unt.edu/ark:/67531/metadc804961/m1/3/: accessed April 24, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .