Pai, Yogesh P and Chary, Satyanarayana T (2014) The impact of healthscapes on service quality and behavioral intentions. International Journal of Conceptions on Management and Social Sciences, 2 (2). pp. 18-22. ISSN 2357-2787

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Abstract

Customer perceptions about the physical environment are not fully understood which is considered to be an important element in the service setting. The present paper explores whether the physical facilities in hospitals i.e. ‘healthscape’ has an impact on service quality and behavioral intentions which have been studied and modeled in other service settings. The present study attempts to prove or disprove these relationships among three constructs healthscape, service quality and behavioral intentions from a developing countries perspective. The data is collected from 295 patients from three teaching hospitals in the state of Karnataka, India. The results indicate heatlhscape exerts a stronger influence on behavioral intention than the overall service quality and reiterate the relationship.

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