Modeling the Impact of Service Quality Factors on Healthcare Recipients: A Path Analysis Approach

This study aims to model and analyze the factors influencing healthcare service quality perceptions among patients using Path Analysis. Data were collected from 402 individuals receiving healthcare services in Sivas, Turkey, through a validated service quality scale developed by Varinli and Çakır (2004), which includes five dimensions: Perceived Quality, Attitude, Value, Satisfaction Level, and Behavioral Intention. Path Analysis results revealed two predictive models. The first model demonstrated that Satisfaction Level is primarily driven by Behavioral Intention, Value, and Attitude. The second model showed that Perceived Quality is significantly influenced by Value and Satisfaction Level. Furthermore, the analysis highlighted the mediating role of Satisfaction Level between Value and Perceived Quality, and the indirect influence of Behavioral Intention on Value through Attitude and Perceived Quality. Findings emphasize the multidimensional and interconnected nature of healthcare service quality perceptions, underscoring the need for holistic evaluation approaches. The results offer valuable insights for healthcare managers aiming to design more patient-centered and quality-focused service delivery strategies.