Key Factors of Satisfaction and Behavioral Intention of Outpatients to Use Healthcare Services in Chengdu, China

Main Article Content

Yuguo Feng


Purpose: Despite the fact that hospitals seek a way to improve the quality and efficiency of medical services to survive and develop in the fierce market competition, this research investigates the factors that impact outpatients' satisfaction and behavioral intention to use healthcare services in hospitals in Chengdu, China. Research design, data, and methodology: The quantitative study will collect data via a questionnaire from 500 outpatients from 20 hospitals in Chengdu, China. The sample methods are judgmental, quota, and convenience sampling. The index of item-objective congruence (IOC) and pilot test (n=30) were conducted to validate validity and reliability before the data collection. Confirmatory factor analysis (CFA) was used to assess the convergent and discriminant validity of the measurement model. Furthermore, the Structural equation model (SEM) was applied to test the effect of measured variables and conclude the research. Results: The results indicated that responsiveness was the strongest factor that significantly impacted patient satisfaction, followed by assurance and empathy. However, tangibles and images did not significantly impact patient satisfaction. In addition, patient satisfaction was directly related to behavioral intention. Conclusions: Hospital managers should improve service management and patient satisfaction and obtain more customers to improve the hospital’s market competitiveness.


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Feng, Y. (2023). Key Factors of Satisfaction and Behavioral Intention of Outpatients to Use Healthcare Services in Chengdu, China. AU-GSB E-JOURNAL, 16(1), 100-111.
Author Biography

Yuguo Feng

School of Arts and Design, Xihua University, China.


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