Economics & Sociology

ISSN: 2071-789X eISSN: 2306-3459 DOI: 10.14254/2071-789X
Index PUBMS: f5512f57-a601-11e7-8f0e-080027f4daa0
Article information
Title: Structural Equation Models Applied for Evaluating Service Quality and Satisfaction in the Healthcare System of Cartagena de Indias D. T. y C. (Colombia)
Issue: Vol. 11, No 2, 2018
Published date: 06-2018 (print) / 06-2018 (online)
Journal: Economics & Sociology
ISSN: 2071-789X, eISSN: 2306-3459
Authors: Juan Carlos Vergara Schmalbach
University of Cartagena

Francisco Javier Maza Avila
University of Cartagena
Keywords: Service quality, Structural Equation Model, Healthcare service, Partial Least Squares SEM, covariance-based SEM, Colombia
DOI: 10.14254/2071-789X.2018/11-2/14
Index PUBMS: bc894031-cdeb-11e8-92b1-901b0efa6e97
Language: English
Pages: 200-215 (16)
JEL classification: C12, C35, I11, P46

This research attempts to answer which is the most recommended structural equation model (SEM) technique while evaluating healthcare services’ quality in Cartagena de Indias city (Colombia). CB-SEM and PLS-SEM techniques were used in this paper for comparing the results in the local context. For assessment, robust weighted least squares with mean and variance adjustments (WLS) for CB-SEM technique and PLS-SEM with centroid scheme were utilized. Data were collected with a final valid sample of 582 adults aged over 18 years, residents of Cartagena city. Also used was a questionnaire designed in three parts: demographic profiles, quality perceptions (overall quality services, infrastructure, coverage, and access), and satisfaction levels. In terms of quality, the findings reveal that infrastructure and access have a significant effect on service quality levels and this variable has a strong effect on satisfaction for both techniques. In term of structural equation model (SEM) techniques, the results indicate that coverage does not present a significant effect on service quality only in CB-SEM technique. In this case, the positive association between coverage and overall services quality was rejected. Both techniques were validated with different results, concluding the applicability of CB-SEM and PLS-SEM in this context.


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