The effect of medical examination and treatment service quality on continued service use intention: The mediating role of patient satisfaction at Tam Phuoc General Clinic System, Dong Nai City
Published: August 14, 2026
Abstract
This study examines the effect of medical examination and treatment service quality on continued service use intention and the mediating role of patient satisfaction at Tam Phuoc General Clinic System in Dong Nai City. Data from 272 patients were analyzed using PLS-SEM with SmartPLS 4. Service quality was modeled as a formative second-order construct comprising tangibles, reliability, responsiveness, assurance, and empathy. The results show that service quality positively affects satisfaction and continued use intention, while satisfaction also positively influences continued use intention. The significant indirect effect confirms that satisfaction partially mediates the relationship between service quality and continued use intention. Empathy and responsiveness make the strongest contributions to overall service quality. The findings suggest prioritizing patient-centered communication, responsiveness, waiting-time management, and patient-experience governance to strengthen satisfaction and retention.
Keywords
healthcare service qualitysatisfactioncontinued use intentionPLS-SEMTam Phuoc General Clinic
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