– The purpose of this paper is to advance healthcare service quality research using hierarchical component models.
– This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses.
– The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS.
– Only one hospital was evaluated.
– The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design.
– Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.
