{"id":"https://openalex.org/W3106711909","doi":"https://doi.org/10.1108/ijqss-02-2019-0013","title":"The effects of service quality and perceived price on revisit intention of patients: the Malaysian context","display_name":"The effects of service quality and perceived price on revisit intention of patients: the Malaysian context","publication_year":2020,"publication_date":"2020-11-25","ids":{"openalex":"https://openalex.org/W3106711909","doi":"https://doi.org/10.1108/ijqss-02-2019-0013","mag":"3106711909"},"language":"en","primary_location":{"id":"doi:10.1108/ijqss-02-2019-0013","doi":"https://doi.org/10.1108/ijqss-02-2019-0013","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-02-2019-0013","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5085693079","display_name":"Kim Piew Lai","orcid":"https://orcid.org/0000-0003-0016-5529","observed_orcids":["https://orcid.org/0000-0003-0016-5529"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Kim Piew Lai","raw_affiliation_strings":["Faculty of Business, Multimedia University, Melaka, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business, Multimedia University, Melaka, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086129680","display_name":"Yuen Yee Yen","orcid":"https://orcid.org/0000-0003-2257-8906","observed_orcids":["https://orcid.org/0000-0003-2257-8906"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Yuen Yee Yen","raw_affiliation_strings":["Multimedia University, Melaka, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Multimedia University, Melaka, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040005454","display_name":"Chong Siong Choy","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Chong Siong Choy","raw_affiliation_strings":["Accreditation Division, Finance Accreditation Agency, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Accreditation Division, Finance Accreditation Agency, Kuala Lumpur, Malaysia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.9427,"has_fulltext":false,"cited_by_count":49,"citation_normalized_percentile":{"value":0.95786756,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":100},"biblio":{"volume":"12","issue":"4","first_page":"541","last_page":"558"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.4943999946117401,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.4943999946117401,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.2685999870300293,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.09749999642372131,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8769999742507935},{"id":"https://openalex.org/keywords/price-perception","display_name":"price perception","score":0.9980000257492065},{"id":"https://openalex.org/keywords/revisit-intention","display_name":"revisit intention","score":0.9190000295639038},{"id":"https://openalex.org/keywords/hospitalized-patients","display_name":"hospitalized patients","score":0.6570000052452087},{"id":"https://openalex.org/keywords/outpatients","display_name":"outpatients","score":0.5699999928474426},{"id":"https://openalex.org/keywords/waiting-time","display_name":"waiting time","score":0.6359999775886536},{"id":"https://openalex.org/keywords/healthcare-pricing","display_name":"health care pricing","score":0.546999990940094},{"id":"https://openalex.org/keywords/malaysian-hospitals","display_name":"Malaysian hospitals","score":0.6190000176429749}],"concepts":[{"id":"https://openalex.org/C2775959389","wikidata":"https://www.wikidata.org/wiki/Q688829","display_name":"Dispensary","level":2,"score":0.7418504953384399},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6504355669021606},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6259719133377075},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5937684774398804},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5925754308700562},{"id":"https://openalex.org/C196083921","wikidata":"https://www.wikidata.org/wiki/Q7915758","display_name":"Variance (accounting)","level":2,"score":0.5609562397003174},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.45307302474975586},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4474060535430908},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.41351068019866943},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.4129617214202881},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.34042930603027344},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2992185950279236},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.25365424156188965},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.1597137451171875},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/ijqss-02-2019-0013","doi":"https://doi.org/10.1108/ijqss-02-2019-0013","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-02-2019-0013","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"},{"id":"pmh:oai:shdl.mmu.edu.my:8389","doi":null,"is_oa":false,"landing_page_url":"https://shdl.mmu.edu.my/8389/1/123.pdf","pdf_url":"https://shdl.mmu.edu.my/8389/1/123.pdf","source":{"id":"https://openalex.org/S4377196753","display_name":"Siti Hasmah Digital Library-MMU Institutiona Repository (Multimedia University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I173029219","host_organization_name":"Multimedia University","host_organization_lineage":["https://openalex.org/I173029219"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3","score":0.5683000087738037}],"sustainable_development_goals_aurora":[{"display_name":"No poverty","id":"https://metadata.un.org/sdg/1","score":0.41999998688697815}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":70,"referenced_works":["https://openalex.org/W299986946","https://openalex.org/W1486575945","https://openalex.org/W1498816127","https://openalex.org/W1573929263","https://openalex.org/W1577500678","https://openalex.org/W1602112707","https://openalex.org/W1689771227","https://openalex.org/W1902913528","https://openalex.org/W1977396735","https://openalex.org/W1979723702","https://openalex.org/W1981837962","https://openalex.org/W1984044578","https://openalex.org/W1987253658","https://openalex.org/W1995022725","https://openalex.org/W1997174660","https://openalex.org/W1997429116","https://openalex.org/W2000205162","https://openalex.org/W2004989361","https://openalex.org/W2007857404","https://openalex.org/W2008683253","https://openalex.org/W2009895341","https://openalex.org/W2016878647","https://openalex.org/W2024800874","https://openalex.org/W2025879425","https://openalex.org/W2027362948","https://openalex.org/W2032096531","https://openalex.org/W2042872551","https://openalex.org/W2056047062","https://openalex.org/W2070691164","https://openalex.org/W2074782377","https://openalex.org/W2079445551","https://openalex.org/W2098659908","https://openalex.org/W2110380098","https://openalex.org/W2114504245","https://openalex.org/W2118401512","https://openalex.org/W2119793312","https://openalex.org/W2125551479","https://openalex.org/W2138424996","https://openalex.org/W2143654692","https://openalex.org/W2144571654","https://openalex.org/W2161537835","https://openalex.org/W2168623383","https://openalex.org/W2184214316","https://openalex.org/W2186517195","https://openalex.org/W2219859284","https://openalex.org/W2227134329","https://openalex.org/W2276223307","https://openalex.org/W2291330073","https://openalex.org/W2293356236","https://openalex.org/W2316257165","https://openalex.org/W2377004635","https://openalex.org/W2502000952","https://openalex.org/W2508695034","https://openalex.org/W2510372760","https://openalex.org/W2583137194","https://openalex.org/W2587652826","https://openalex.org/W2594777817","https://openalex.org/W2596455808","https://openalex.org/W2606053230","https://openalex.org/W2607364683","https://openalex.org/W2613309113","https://openalex.org/W2616660854","https://openalex.org/W2731677266","https://openalex.org/W2738943615","https://openalex.org/W2763779729","https://openalex.org/W2766737604","https://openalex.org/W3205620281","https://openalex.org/W4243667233","https://openalex.org/W4250031552","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W7216478979","https://openalex.org/W7222318600","https://openalex.org/W7215928111","https://openalex.org/W7215785758","https://openalex.org/W2687653887","https://openalex.org/W7161773880","https://openalex.org/W7216957113","https://openalex.org/W7212708574","https://openalex.org/W3045880319","https://openalex.org/W4387907303"],"abstract_inverted_index":{"Purpose":[0],"This":[1,45,269],"paper":[2,46],"aims":[3],"to":[4,24,49,123,138,146,180,184,189,245,256,265,316],"investigate":[5],"the":[6,19,29,36,66,89,96,103,112,130,159,185,191,194,234,275,290,295,302,308,317,325,330,336,342,356],"effects":[7,110],"of":[8,22,32,111,161,193,236,274,292,297,324,338],"service":[9,39,133,154,199,263],"quality":[10,40,155,200,264],"and":[11,15,41,60,70,108,134,209,214,224,243,329,332,341],"perceived":[12,33,309],"price":[13,34,267,310,340,344],"(monetary":[14],"behavioural":[16,149,343],"price)":[17],"on":[18,35,137,294,352],"revisit":[20,42,227,353],"intention":[21,228,354],"patients":[23,85,119,166,204,293,320],"hospitals,":[25],"as":[26,28,216,218,222],"well":[27,217],"mediating":[30],"role":[31],"relationship":[37],"between":[38],"intention.":[43],"Design/methodology/approach":[44],"distributes":[47],"questionnaires":[48],"outpatients":[50],"in":[51,55,65,126,158,167,220,272,283,305,322,355],"three":[52],"major":[53],"cities":[54],"Malaysia,":[56],"namely,":[57],"Penang,":[58],"Melaka":[59],"Johor.":[61],"Patients":[62,171],"who":[63,172],"were":[64,73,78,86],"foyer,":[67],"dispensary":[68],"area":[69,72],"waiting":[71],"intercepted":[74],"where":[75],"their":[76,127,207,240,262,350],"responses":[77,81],"sought.":[79],"The":[80,115,252],"obtained":[82],"from":[83],"400":[84],"analysed":[87],"using":[88],"structural":[90],"equation":[91],"modelling":[92],"technique.":[93],"Besides":[94],"analysing":[95],"path":[97],"coefficients,":[98],"this":[99],"study":[100],"has":[101],"examined":[102],"common":[104],"method":[105],"variance,":[106],"bias":[107],"indirect":[109],"relationships.":[113],"Findings":[114],"results":[116],"suggest":[117],"that":[118,287],"pay":[120],"more":[121,178],"attention":[122],"certain":[124],"values":[125],"search":[128,246],"for":[129,212,247],"best":[131],"health-care":[132,169,298,326,357],"subsequently":[135],"move":[136],"new":[139],"values.":[140],"Pricing":[141],"is":[142,156,270,345],"an":[143],"effective":[144],"strategy":[145],"promote":[147],"favourable":[148],"intentions":[150],"amongst":[151],"patients.":[152],"Better":[153],"reflected":[157],"reasonableness":[160],"monetary":[162,339],"costs":[163,187],"incurred":[164,188],"by":[165,233],"acquiring":[168],"services.":[170,299],"received":[173,328],"poor":[174],"services":[175,183,327],"will":[176,229],"be":[177,231,280,312],"likely":[179],"compare":[181],"such":[182],"medical":[186,306],"ascertain":[190],"worthiness":[192],"amount":[195],"paid.":[196],"In":[197],"addition,":[198],"also":[201,230],"influences":[202],"how":[203],"perceive":[205],"spending":[206],"time":[208,331],"efforts":[210,244,333],"(waiting":[211],"nurses":[213],"physicians,":[215],"queueing":[219],"hospitals)":[221],"worthy":[223],"vice-versa.":[225],"Their":[226],"affected":[232],"extent":[235],"which":[237,254,278],"they":[238],"invest":[239],"time,":[241],"energy":[242],"relevant":[248],"information.":[249],"Practical":[250],"implications":[251],"hospitals":[253],"desire":[255],"charge":[257],"additional":[258],"fees":[259],"should":[260],"enhance":[261],"reflect":[266],"equity.":[268],"imperative":[271],"view":[273],"pricing":[276],"structure":[277],"can":[279,311],"relatively":[281,347],"complex":[282],"subsequent":[284],"follow-up":[285],"treatments":[286],"may":[288],"affect":[289],"decision":[291],"sources":[296],"Originality/value":[300],"Given":[301],"inevitable":[303],"increase":[304],"fees,":[307],"a":[313],"key":[314],"determinant":[315],"overall":[318],"judgement":[319],"had":[321],"terms":[323],"sacrificed.":[334],"However,":[335],"importance":[337],"still":[346],"unstudied,":[348],"particularly":[349],"influence":[351],"setting.":[358]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":10},{"year":2024,"cited_by_count":11},{"year":2023,"cited_by_count":17},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2020-12-07T00:00:00"}