Service decision-making: The interrelationship of service quality, satisfaction, quality of life and behavioural intent.

This study extends previous research on service decision making by examining the relationship between service quality, process satisfaction, outcome satisfaction, quality of life and behavioural intent. The model was tested in a high involvement, high-contact, on-going health service environment. The impact of service quality, process satisfaction and outcome satisfaction and quality of life on the behavioural intentions of customers was specifically examined. A number of notable findings are reported including empirical results indicating that service quality has a direct impact on satisfaction as well as behavioural intentions. In turn, process and outcome satisfaction were found to play an important role in generating favourable behavioural intentions. Quality of life was found to be an outcome of the service decision-making process rather than an input into this process. The results obtained from this study have important implications for service providers as well as for future research in this area