Modeling the Impact of Perceived Service Quality on Revisit Intention: A Health Information Management Perspective from Primary Care
Abstract
Purpose of the study: This study aimed to model the impact of perceived service quality dimensions information quality, system quality, service interaction quality, and perceived value on patients’ revisit intention from a health information management perspective.
Methodology: A quantitative cross-sectional design was employed involving 75 primary healthcare outpatients. Data were collected using a structured Likert-scale questionnaire and analysed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.
Main Findings: The measurement model demonstrated satisfactory reliability and validity (CR > 0.70; AVE > 0.50), while the structural model explained 68.4% of the variance in revisit intention (R² = 0.684). All hypothesised relationships were positive and statistically significant (p < 0.05), with service interaction quality exerting the strongest effect. Predictive relevance testing (Q² = 0.412) confirmed the model’s explanatory robustness.
Novelty/Originality of this study: This study offers conceptual novelty by extending the DeLone and McLean Information Systems Success framework into primary healthcare service loyalty rather than system adoption contexts. The findings highlight that HIM functions operate not merely as technical infrastructure but as strategic determinants of patient behavioural retention.
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