{"id":"https://openalex.org/W4306377121","doi":"https://doi.org/10.24083/apjhm.v17i2.1399","title":"Service Quality and Service Satisfaction in the Inpatient Setting: Moderating role of insurance status","display_name":"Service Quality and Service Satisfaction in the Inpatient Setting: Moderating role of insurance status","publication_year":2022,"publication_date":"2022-10-16","ids":{"openalex":"https://openalex.org/W4306377121","doi":"https://doi.org/10.24083/apjhm.v17i2.1399"},"language":"en","primary_location":{"id":"doi:10.24083/apjhm.v17i2.1399","doi":"https://doi.org/10.24083/apjhm.v17i2.1399","is_oa":true,"landing_page_url":"https://doi.org/10.24083/apjhm.v17i2.1399","pdf_url":"https://journal.achsm.org.au/index.php/achsm/article/download/1399/901","source":{"id":"https://openalex.org/S2764665705","display_name":"Asia Pacific Journal of Health Management","issn_l":"1833-3818","issn":["1833-3818","2204-3136"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","dongbi-d","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asia Pacific Journal of Health Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://journal.achsm.org.au/index.php/achsm/article/download/1399/901","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045307356","display_name":"Vanita Singh","orcid":"https://orcid.org/0000-0002-3353-3861","observed_orcids":["https://orcid.org/0000-0002-3353-3861"]},"institutions":[{"id":"https://openalex.org/I110930757","display_name":"Management Development Institute","ror":"https://ror.org/05cstvk27","country_code":"IN","type":"education","lineage":["https://openalex.org/I110930757"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Vanita Singh","raw_affiliation_strings":["Management Development Institute (MDI), Gurgaon, India"],"raw_orcid":"https://orcid.org/0000-0002-3353-3861","affiliations":[{"raw_affiliation_string":"Management Development Institute (MDI), Gurgaon, India","institution_ids":["https://openalex.org/I110930757"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035051425","display_name":"Amit Garg","orcid":"https://orcid.org/0000-0002-6077-9613","observed_orcids":["https://orcid.org/0000-0002-6077-9613"]},"institutions":[{"id":"https://openalex.org/I150870154","display_name":"Indian Institute of Management Ahmedabad","ror":"https://ror.org/02egcpy68","country_code":"IN","type":"education","lineage":["https://openalex.org/I150870154"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Amit Garg","raw_affiliation_strings":["Indian Institute of Management, Ahmedabad, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Indian Institute of Management, Ahmedabad, India","institution_ids":["https://openalex.org/I150870154"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4428,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.59673757,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"17","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.6172000169754028,"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"}},"topics":[{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.6172000169754028,"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/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.26170000433921814,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0925000011920929,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8220000267028809},{"id":"https://openalex.org/keywords/service-satisfaction","display_name":"service satisfaction","score":0.8640000224113464},{"id":"https://openalex.org/keywords/insurance-status","display_name":"insurance status","score":0.9580000042915344},{"id":"https://openalex.org/keywords/inpatient-care","display_name":"inpatient care","score":0.7680000066757202},{"id":"https://openalex.org/keywords/technical-quality","display_name":"technical quality","score":0.6650000214576721},{"id":"https://openalex.org/keywords/interpersonal-quality","display_name":"interpersonal quality","score":0.9150000214576721},{"id":"https://openalex.org/keywords/administrative-quality","display_name":"administrative quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.6430000066757202},{"id":"https://openalex.org/keywords/private-hospitals","display_name":"private hospitals","score":0.550000011920929},{"id":"https://openalex.org/keywords/market-segmentation","display_name":"market segmentation","score":0.7129999995231628},{"id":"https://openalex.org/keywords/patient-loyalty","display_name":"patient loyalty","score":0.6039999723434448},{"id":"https://openalex.org/keywords/india","display_name":"India","score":0.5669999718666077}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.808646559715271},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6051687002182007},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5738055109977722},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.5642890930175781},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.4745641350746155},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.44063708186149597},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42963525652885437},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.42500269412994385},{"id":"https://openalex.org/C162118730","wikidata":"https://www.wikidata.org/wiki/Q1128453","display_name":"Actuarial science","level":1,"score":0.38821321725845337},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3622087836265564},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.3567492663860321},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.35166454315185547},{"id":"https://openalex.org/C512399662","wikidata":"https://www.wikidata.org/wiki/Q3505712","display_name":"Family medicine","level":1,"score":0.34385430812835693},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.13198167085647583},{"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.24083/apjhm.v17i2.1399","doi":"https://doi.org/10.24083/apjhm.v17i2.1399","is_oa":true,"landing_page_url":"https://doi.org/10.24083/apjhm.v17i2.1399","pdf_url":"https://journal.achsm.org.au/index.php/achsm/article/download/1399/901","source":{"id":"https://openalex.org/S2764665705","display_name":"Asia Pacific Journal of Health Management","issn_l":"1833-3818","issn":["1833-3818","2204-3136"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","dongbi-d","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asia Pacific Journal of Health Management","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:225d4e4e75844917849b1c8a6aed7584","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/225d4e4e75844917849b1c8a6aed7584","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Asia Pacific Journal of Health Management, Vol 17, Iss 2 (2022)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.24083/apjhm.v17i2.1399","doi":"https://doi.org/10.24083/apjhm.v17i2.1399","is_oa":true,"landing_page_url":"https://doi.org/10.24083/apjhm.v17i2.1399","pdf_url":"https://journal.achsm.org.au/index.php/achsm/article/download/1399/901","source":{"id":"https://openalex.org/S2764665705","display_name":"Asia Pacific Journal of Health Management","issn_l":"1833-3818","issn":["1833-3818","2204-3136"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","dongbi-d","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asia Pacific Journal of Health Management","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.8999999761581421,"display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4306377121.pdf","grobid_xml":"https://content.openalex.org/works/W4306377121.grobid-xml"},"referenced_works_count":42,"referenced_works":["https://openalex.org/W76382896","https://openalex.org/W1502783911","https://openalex.org/W1969725004","https://openalex.org/W1979422830","https://openalex.org/W1989741922","https://openalex.org/W1993787648","https://openalex.org/W2011677878","https://openalex.org/W2021770537","https://openalex.org/W2028809046","https://openalex.org/W2031848836","https://openalex.org/W2036007550","https://openalex.org/W2046752514","https://openalex.org/W2050918367","https://openalex.org/W2052677451","https://openalex.org/W2062182591","https://openalex.org/W2068166908","https://openalex.org/W2089871805","https://openalex.org/W2090014697","https://openalex.org/W2115011764","https://openalex.org/W2118009762","https://openalex.org/W2124360428","https://openalex.org/W2132666096","https://openalex.org/W2145126639","https://openalex.org/W2146891197","https://openalex.org/W2162450202","https://openalex.org/W2194955989","https://openalex.org/W2335619979","https://openalex.org/W2359957288","https://openalex.org/W2464898865","https://openalex.org/W2528780001","https://openalex.org/W2621200370","https://openalex.org/W2756654780","https://openalex.org/W2782664530","https://openalex.org/W2804953991","https://openalex.org/W2841131626","https://openalex.org/W2891100457","https://openalex.org/W2947077894","https://openalex.org/W2956628658","https://openalex.org/W3196902085","https://openalex.org/W4297983578","https://openalex.org/W4301281022","https://openalex.org/W7010132286"],"related_works":["https://openalex.org/W7221022978","https://openalex.org/W3129653472","https://openalex.org/W3199068149","https://openalex.org/W2341664728","https://openalex.org/W7216706669","https://openalex.org/W1589420286","https://openalex.org/W2785948473","https://openalex.org/W4415302636","https://openalex.org/W123568511","https://openalex.org/W2765733688"],"abstract_inverted_index":{"Background:":[0],"The":[1,33,119,141,179,223,237],"purpose":[2],"of":[3,15,62,87,91,99,125,150,166,195,212],"this":[4],"study":[5,34,74,120,180,224,238],"is":[6],"to":[7,43,112,241,261],"propose":[8],"and":[9,25,53,133,175,220,252,264,268],"test":[10,113],"for":[11,114,155,228,244],"the":[12,19,37,84,96,115,138,147,170,210,234,246,249,258],"moderating":[13,164],"role":[14],"insurance":[16,40,139,167,235],"status":[17,168],"on":[18,36,169,233],"relationship":[20,171],"between":[21,172],"service":[22,26,64,127,153,173,176,213,218,221],"quality":[23,128,145,154,174,214,219,259],"(SQ)":[24],"satisfaction":[27,267],"(SS)":[28],"in":[29,47,95,107,248],"a":[30,51,92],"hospital":[31,94,255],"setting.":[32],"focuses":[35],"state-run":[38],"health":[39,63],"(SHI)":[41],"provided":[42],"economically":[44],"deprived":[45],"families":[46],"India.":[48,101],"Methodology:":[49],"Using":[50],"reliable":[52],"validated":[54],"structured":[55],"questionnaire":[56],"adapted":[57],"from":[58,83],"Dagger\u2019s":[59],"hierarchical":[60],"model":[61],"quality,":[65,199],"exit":[66],"interviews":[67],"were":[68,76],"conducted":[69],"with":[70],"279":[71],"respondents.":[72],"310":[73],"participants":[75],"randomly":[77],"recruited":[78],"(response":[79],"rate":[80],"=":[81],"90%)":[82],"discharge":[85],"list":[86],"general":[88],"surgery":[89],"ward":[90],"private":[93],"Thane":[97],"district":[98],"Maharashtra,":[100],"Multi-group":[102],"Structural":[103],"Equation":[104],"Modelling":[105],"(SEM)":[106],"AMOS":[108],"v.22":[109],"was":[110],"used":[111],"hypothesized":[116],"model.":[117],"Findings:":[118],"finds":[121],"that":[122,183],"patients\u2019":[123],"perceptions":[124],"different":[126],"dimensions,":[129],"including":[130],"inter-personal,":[131],"administrative":[132,198],"technical":[134,144,204],"are":[135,201],"affected":[136],"by":[137],"status.":[140,236],"analysis":[142],"identified":[143],"as":[146],"key":[148],"determinant":[149],"overall":[151,216],"perceived":[152,217],"patients":[156,184,208],"insured":[157],"under":[158,188],"SHI.":[159],"Results":[160],"support":[161],"our":[162],"proposed":[163],"effect":[165],"satisfaction.":[177,222],"Conclusion:":[178],"findings":[181,225],"indicate":[182],"receiving":[185],"free":[186],"treatment":[187],"SHIs":[189],"may":[190],"not":[191],"have":[192,226],"higher":[193],"expectations":[194],"inter-personal":[196],"and/or":[197],"but":[200],"concerned":[202],"about":[203],"quality.":[205],"For":[206],"paid":[207],"all":[209],"dimensions":[211,260],"determine":[215],"implications":[227],"market":[229],"segmentation":[230],"strategies":[231],"based":[232],"provides":[239],"insights":[240],"SHI":[242],"implementers":[243],"improving":[245],"program":[247],"long":[250],"run":[251],"also":[253],"help":[254],"administrators":[256],"identify":[257],"focus":[262],"upon":[263],"ensure":[265],"patient":[266],"loyalty.":[269]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2022-10-17T00:00:00"}
