{"id":"https://openalex.org/W3216282031","doi":"https://doi.org/10.1145/3485190.3485222","title":"Service Quality, Customer Satisfaction and Behavioral Intention in Shanghai Hospital Choice during the COVID-19 Pandemic","display_name":"Service Quality, Customer Satisfaction and Behavioral Intention in Shanghai Hospital Choice during the COVID-19 Pandemic","publication_year":2021,"publication_date":"2021-08-27","ids":{"openalex":"https://openalex.org/W3216282031","doi":"https://doi.org/10.1145/3485190.3485222","mag":"3216282031"},"language":"en","primary_location":{"id":"doi:10.1145/3485190.3485222","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3485190.3485222","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 4th International Conference on Information Management and Management Science","raw_type":"proceedings-article"},"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/A5080388452","display_name":"Yuan-Jen Lee","orcid":null},"institutions":[{"id":"https://openalex.org/I3132425485","display_name":"Shanghai American School","ror":"https://ror.org/03xzda142","country_code":"CN","type":"education","lineage":["https://openalex.org/I3132425485"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Yuan-Jen Lee","raw_affiliation_strings":["Shanghai American School-Pudong Campus, China"],"affiliations":[{"raw_affiliation_string":"Shanghai American School-Pudong Campus, China","institution_ids":["https://openalex.org/I3132425485"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5080388452"],"corresponding_institution_ids":["https://openalex.org/I3132425485"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.24101756,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"202","last_page":"208"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"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":0.9998999834060669,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.9932000041007996,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9686999917030334,"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":0.7508524060249329},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.7143992781639099},{"id":"https://openalex.org/keywords/pandemic","display_name":"Pandemic","score":0.6266384124755859},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6247342824935913},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.5696438550949097},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5160827040672302},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48963576555252075},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.48556753993034363},{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"Patient satisfaction","score":0.4611622989177704},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.446023166179657},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.42052778601646423},{"id":"https://openalex.org/keywords/coronavirus-disease-2019","display_name":"Coronavirus disease 2019 (COVID-19)","score":0.4041489064693451},{"id":"https://openalex.org/keywords/medicine","display_name":"Medicine","score":0.28997570276260376},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.14350974559783936},{"id":"https://openalex.org/keywords/geography","display_name":"Geography","score":0.061990886926651}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7508524060249329},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7143992781639099},{"id":"https://openalex.org/C89623803","wikidata":"https://www.wikidata.org/wiki/Q12184","display_name":"Pandemic","level":5,"score":0.6266384124755859},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6247342824935913},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5696438550949097},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5160827040672302},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48963576555252075},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.48556753993034363},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.4611622989177704},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.446023166179657},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42052778601646423},{"id":"https://openalex.org/C3008058167","wikidata":"https://www.wikidata.org/wiki/Q84263196","display_name":"Coronavirus disease 2019 (COVID-19)","level":4,"score":0.4041489064693451},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.28997570276260376},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14350974559783936},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.061990886926651},{"id":"https://openalex.org/C524204448","wikidata":"https://www.wikidata.org/wiki/Q788926","display_name":"Infectious disease (medical specialty)","level":3,"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/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C2779134260","wikidata":"https://www.wikidata.org/wiki/Q12136","display_name":"Disease","level":2,"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/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3485190.3485222","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3485190.3485222","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 4th International Conference on Information Management and Management Science","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6399999856948853,"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W288850694","https://openalex.org/W1589322874","https://openalex.org/W1669294260","https://openalex.org/W1689771227","https://openalex.org/W1967704223","https://openalex.org/W1972467724","https://openalex.org/W1979907230","https://openalex.org/W1995239979","https://openalex.org/W2007220885","https://openalex.org/W2014455005","https://openalex.org/W2015496140","https://openalex.org/W2017679397","https://openalex.org/W2031834482","https://openalex.org/W2040686047","https://openalex.org/W2052778859","https://openalex.org/W2055929914","https://openalex.org/W2070462995","https://openalex.org/W2078339519","https://openalex.org/W2092179698","https://openalex.org/W2094013842","https://openalex.org/W2106122616","https://openalex.org/W2110947601","https://openalex.org/W2149137912","https://openalex.org/W2153383537","https://openalex.org/W2162450202","https://openalex.org/W2176590675","https://openalex.org/W2188264793","https://openalex.org/W2332378018","https://openalex.org/W2546253438","https://openalex.org/W2788495162","https://openalex.org/W2800545318","https://openalex.org/W2891100457","https://openalex.org/W2972372428","https://openalex.org/W3006730898","https://openalex.org/W4206628816","https://openalex.org/W4240969601","https://openalex.org/W4250639036"],"related_works":["https://openalex.org/W3029938882","https://openalex.org/W3196531996","https://openalex.org/W4378716112","https://openalex.org/W2565660988","https://openalex.org/W2927101929","https://openalex.org/W2742138268","https://openalex.org/W2961858274","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3213147888"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,19,30,58,101],"this":[3],"study":[4],"is":[5,97],"to":[6,49,71,123],"analyze":[7,72],"how":[8,73],"service":[9,74,83,125],"quality":[10,75,84,126],"and":[11,64,76,93,116,127],"customer":[12,77,91,102],"satisfaction":[13,78,92,103],"impact":[14,79,88,100],"behavioral":[15,80,94,105],"intention,":[16,95],"an":[17],"indicator":[18],"hospital":[20,60,110,129],"choice,":[21],"in":[22,55],"Shanghai":[23,59],"during":[24,119],"the":[25,56,120],"COVID-19":[26,121],"pandemic.":[27],"A":[28],"total":[29],"311":[31],"responses":[32,45,51],"were":[33,68],"collected":[34],"through":[35],"a":[36,86],"convenience":[37],"sampling":[38],"on":[39,89,104],"social":[40],"media;":[41],"however,":[42],"only":[43],"281":[44],"are":[46],"accepted":[47],"due":[48],"some":[50],"not":[52],"being":[53],"relevant":[54],"context":[57],"choice.":[61],"Factor":[62],"analysis":[63],"structural":[65],"equation":[66],"model":[67],"then":[69],"conducted":[70],"intention.":[81,106],"While":[82],"has":[85],"direct":[87],"both":[90],"there":[96],"no":[98],"significant":[99],"Findings":[107],"can":[108],"help":[109],"administrators":[111],"better":[112],"adjust":[113],"prevention":[114],"policies":[115],"healthcare":[117],"practices":[118],"pandemic":[122],"improve":[124],"increase":[128],"visits.":[130]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}