Journal of Medical Systems

, Volume 36, Issue 3, pp 1301–1307 | Cite as

Analysis of the Multi-Item Dimensionality of Patients’ Perceived Value in Hospital Services

  • Abdulkadir Teke
  • Ekrem Cengiz
  • Mehmet Çetin
  • Cesim Demir
  • Fazil Kirkbir
  • Turan Fedai


The purpose of this research is to analyse the multi-item dimensionality of patients’ perceived value in hospital service. A total of 564 patients administered to Gulhane Military Medical Academy were surveyed. Sample population was specified through convenience sampling procedure. A face to face survey was conducted by three interviewers in August 2008. Confirmatory Data Analysis was carried out to reach the final data analysis. A scale of overall perceived value in health service was developed, which was composed of three dimensions and represented by 21 items. These dimensions were: Functional value, emotional value, and social value. The results indicated that perceived value was a multidimensional construct that affects the whole process of service purchasing. If the hospitals managers give importance to the sub-dimensions of the patient value inclined to their own hospitals and they regularly examine the situation of these dimensions, they can move one step ahead in achieving patient satisfaction and loyalty.


Perceived value Health care management Second-order confirmatory factor analysis Patient satisfaction 


  1. 1.
    Uzkurt, C., Müşteri değeri ve tatmininin satin alim sonrasi gelecek eğilimlere etkisi üzerine ampirik bir çalişma. Dumlupinar University SSI Journal 17:25–43, 2007.Google Scholar
  2. 2.
    Sheth, J. N., Bruce, I., and Barbara, L. G., Why we buy what we buy: A theory of consumption values. J. Bus. Res. 22:159–170, 1991.CrossRefGoogle Scholar
  3. 3.
    Groth, J. C., Exclusive value and the pricing of services. Manage. Decis. 33:22–29, 1995.CrossRefGoogle Scholar
  4. 4.
    Gronroos, C., Value-driven relational marketing: From products to resources and competencies. J. Market. Manag. 13:407–420, 1997.CrossRefGoogle Scholar
  5. 5.
    Sweeney, J. C., Soutar, G. N., and Johnson, L. W., The role of perceived risk in the quality–value relationship: A study in a retail environment. J. Retail. 75:77–105, 1999.CrossRefGoogle Scholar
  6. 6.
    Holbrook, M. B., Consumer value. A framework for analysis and research. Routledge, London, 1999.CrossRefGoogle Scholar
  7. 7.
    Sweeney, J. C., and Soutar, G., Consumer perceived value: The development of multiple item scale. J. Retail. 77:203–220, 2001.CrossRefGoogle Scholar
  8. 8.
    Petrick, J. F., Development of a multi-dimensional scale for measuring the perceived value of a service. J. Leis. Res. 34:119–134, 2002.Google Scholar
  9. 9.
    Sanchez, J., Callarisa, L. L. J., Rodriguez, R. M., and Moliner, M. A., Perceived value of the purchase of a tourism product. Tour. Manage. 27:394–409, 2006.CrossRefGoogle Scholar
  10. 10.
    Gallarza, M., and Saura, I., Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tour. Manage. 27:437–452, 2006.CrossRefGoogle Scholar
  11. 11.
    Zeithaml, V. A., Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. J. Mark. 52:2–22, 1988.CrossRefGoogle Scholar
  12. 12.
    Flint, D. J., Woodruff, R. B., and Gardial, S. F., Customer value change in ındustrial marketing relationships: A call for new strategies and research. Ind. Mark. Manage. 26:163–175, 1997.CrossRefGoogle Scholar
  13. 13.
    Cravens, D. W., Charles, W. H., Charles, W. L., and William, C. M., Marketing’s role in product and service quality. Ind. Mark. Manage. 17:285–304, 1988.CrossRefGoogle Scholar
  14. 14.
    Monroe, K. B., Pricing: making profitable decisions, 2nd ed. New York: McGraw-Hill Book Company, 1990. In Sweeney, J. C., and Soutar, G., Consumer perceived value: the development of multiple item scale. J. Retail. 77:203-220, 2001.Google Scholar
  15. 15.
    Schechter, L., A normative conception of value. Progressive Grocer. Exec. Rep.. 12-14, 1984.Google Scholar
  16. 16.
    Bolton, R. N., and Drew, J. H., A multistage model of customers’ assessments of service quality and value. J. Consum. Res. 17:375–384, 1991.CrossRefGoogle Scholar
  17. 17.
    Porter, M. E., The competitive advantage of nations. MacMillan, New York, 1990.Google Scholar
  18. 18.
    Otto, J. E., The role of the affective experience in the service experience chain. Unpublished doctoral dissertation. Calgary, Alta, Canada: The University of Calgary. 1997.Google Scholar
  19. 19.
    Otto, J. E., and Ritchie, J. R. B., The service experience in tourism. Tour. Manage. 17:165–174, 1996.CrossRefGoogle Scholar
  20. 20.
    Kerlinger, F. N., Foundations of behavioral research. McGraw-Hill, New York, 1978.Google Scholar
  21. 21.
    Anderson, J. C., and Gerbing, D. W., Structural equation modeling in practice: A review and recommended two-step approach. Psychol. Bull. 103:411–423, 1988.CrossRefGoogle Scholar
  22. 22.
    Bagozzi, R. P., and Philips, L. W., Representing and testing organizational theories: A holistic construal. Adm. Sci. Q. 27:459–89, 1982.CrossRefGoogle Scholar
  23. 23.
    Bollen, K. A., and Long, J. S., Testing structural equation models. Sage, Newbury Park, 1993.Google Scholar
  24. 24.
    Bentler, P. M., Comparative fit indexes in structural models. Psychol. Bull. 107:238–246, 1990.CrossRefGoogle Scholar
  25. 25.
    Fornell, C., and Larcker, D. F., Evaluating structural equation models with unobservable variables and measurement error. J. Mark. Res. 18:39–50, 1981.CrossRefGoogle Scholar
  26. 26.
    Cronin, J. J., and Taylor, S. A., Measuring service quality: A reexamination and extension. J. Mark. 56:55–68, 1992.CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  • Abdulkadir Teke
    • 1
  • Ekrem Cengiz
    • 2
  • Mehmet Çetin
    • 3
    • 5
  • Cesim Demir
    • 1
  • Fazil Kirkbir
    • 4
  • Turan Fedai
    • 1
  1. 1.Department of Health Services ManagementGulhane Military Medical AcademyAnkaraTurkey
  2. 2.Department of MarketingGümüşhane UniversityGümüşhaneTurkey
  3. 3.Department of Military Health ServicesGulhane Military Medical AcademyAnkaraTurkey
  4. 4.Department of MarketingKaradeniz Technical UniversityTrabzonTurkey
  5. 5.GATA Askeri Sağlik Hizmetleri ADAnkaraTurkey

Personalised recommendations