Submit your papersSubmit Now
For Enquiries: [email protected]
IIARD LogoIIARD

Service Value and Revisit Intention Among Patients’ of Public Tertiary Health Institutions in Benue State

Mnzughurga Martins Amenger, Judith Ayangeawam Mase PhD, Aondoaver Ucho PhD

Abstract

Public tertiary health institutions have the responsibility of providing value-based healthcare services to the people. Despite this, there is variability in the willingness of patients to revisit these healthcare facilities after services encounter, and this raise concerns on the value of services provided by the hospitals. In understanding this phenomenon, this study investigated service value and revisit intention among patients of public tertiary health institutions in Benue State. The study employed the cross-sectional survey design in which 349 patients, comprising 132(37.8%) males and 217(62.2%) females, whose ages ranged from 22 – 69 years (Mean age=45.08, SD=11.18) served as participants. The Customer Perceived Value Scale in Hospitals and Customer Revisit Intention Scale were used in data collection. Data analysis involved the use of Multiple Linear Regression. Findings showed that, service value overall, and its dimensions including quality of service and emotional value had significant positive influence on revisit intention among patients of public tertiary health institutions in Benue State. On the other hand, the result indicated that price had a significant negative influence on revisit intention among the patients. The study recommended that, managements of public tertiary health institutions in Benue State should put in place measures to ensure the provision of value-based healthcare services in their hospitals. This can be made possible by providing high quality healthcare services that guarantee high emotional value at relatively lower prices. This is in view of the significant influence of the identified dimensions of service value (quality of service, price and emotional value) in influencing revisit intention among patients of public tertiary health institutions in Benue State.

Keywords

Service ValueRevisit IntentionQuality of ServicePriceEmotional Value

References

Abbasi, G. A., Kumaravelu, J., Goh, Y., & Singh, K. S. (2021). Understanding the intention to revisit a destination by expanding the Theory of Planned Behavior . Spanish Journal of Marketing, 25(2), 280–15. https://doi.org/10.1108/SJME-12-2019-0109. Ajzen, I. (1985). The theory of planned behaviour. Organizational Behavior and Human Decision Processes, 50 (2), 179–211. doi:10.1016/0749-5978(91)90020 Akthar, N., Nayak, S. & Yogesh, P (2024). A cross-sectional study on exploring the antecedents of patient’s revisit intention: Mediating role of trust in the hospital among patients in India. F1000Research, 12, 75. 10.12688/f1000research.128220.3. Bashir, M., Ali, M., Jantan, A., Mansor, Z., Mohd Paiz, N., & Hossain, M. (2019). Mediating effect of customer perceived value on the relationship between service quality and customer satisfaction of e-banking. International Journal of Advanced Science and Technology, 29(2), 3590 – 3606. Bolton, R.E., Bokhour, B.G., Hogan, T.P., Luger, T.M., Ruben, M., & Fix, G.M. (2020). Integrating personalized care planning into primary care: a multiple-case study of early adopting patient-centered medical homes. Journal of general internal medicine, 35(2):428–36. 10.1007/s11606-019-05418-4 Business Wire. (2019). The $11.9 Trillion Global Healthcare Market: Key Opportunities & Strategies (2014-2022) - ResearchAndMarkets.com. Available at: Businesswire.com: https://www.businesswire.com/news/home/20190625005862/en/11.9-Trillion-Global- Healthcare-Market-Key-Opportunities. Doeim, A. R., Hassan, T. H., Helal, M. Y., Saleh, M. I., Salem, A. E., & Elsayed, M. A. (2022). Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model. International journal of environmental research and public health, 19(23), 15779. https://doi.org/10.3390/ijerph192315779. Gale, C., & Chapman, L. (2025). The five steps of the consumer buying process. Available at: https://www.productmarketingalliance.com/what-are-the-5-steps-in-the-consumer- buying-process/ Gallarza, M. G., Arteaga, F., Del Chiappa, G., Gil-Saura, I., & Holbrook, M. B. (2017). A multidimensional service-value scale based on Holbrook's typology of customer value. Journal of Service Management, 28(4), 724–762. doi:10.1108/josm-06-2016-0166. Guspianto, G., Hubaybah, H., & Ningsih, V. R. (2022). Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province. Open Access Macedonian Journal of Medical Sciences, 10(E), 1865–1873. https://doi.org/10.3889/oamjms.2022.8666. Halleck, J. (2001). John Halleck’s Proportional Distributions. http://www.ce.utah.edu/nahaj/care/instra/proporsional.distribution.html. Jeong, Y., Yu, A., & Kim, S. K. (2020). The antecedents of tourists' behavioral intentions at sporting events: The case of South Korea. Sustainability (Switzerland), 12(1), 1-16. doi:10.3390/SU12010333. John, S. (2023). 50 examples of service value. Available at: https://simplicable.com/en/service- value. Kumar, V., & Reinartz, W. (2016). Creating Enduring Customer Value. Journal of Marketing, 80(6), 36–68. https://doi.org/10.1509/jm.15.0414 Kusumawardani, K. A., Elsya, V., & Kumar, S. (2020). How attitudinal and behavioural loyalty is formed: A Case of Garuda Indonesia’s Customer Satisfaction. Journal of Management Studies, 2(2), 1 – 25. Lusch, R.F., & Vargo, S.L. (2014). Service Dominant Logic. Premises, Perspectives, Possibilities. Cambridge, UK: Cambridge University Press. Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269. doi:10.1016/j.jretconser.2016.10.011. Montori, V.M. (2019). Turning away from industrial health care toward careful and kind care. Academic Medicine, 94, 768 –770. Morar, D. (2013). An overview of the consumer value literature – perceived value, desired value. In International Conference “Marketing – from information to decision” 6th Edition, Cluj-Napoca, Romania. Available at: https://www.researchgate.net/publication/271585009. Nguyen, V.B., Dang, H. P., & Nguyen, H. H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business & Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249 Pai, C.K., Liu, Y., Kang, S., & Dai, A. (2020). The role of perceived smart tourism technology experience for tourist satisfaction, happiness and revisit Intention. Sustainability, 12, 6592. Available at: https://www.mdpi.com/2071-1050/13/2/1007. Phi, H. D., Ngo, T. Q., Phuong, T. H. T., & Linh, N. N. (2022). Effects of destination image on revisit intention: The intermediate role of satisfaction and words of mouth. Studies of Applied Economics, 40(1), 3–15. https://doi.org/10.25115/eea.v40i1.5747. Rahman, M. S., Mannan, M., Hossain, M. A., & Zaman, M. H. (2018). Patient's behavioural intention: public and private hospitals context. Marketing Intelligence and Planning, 36(3), 349-364. doi:10.1108/MIP-08-2017-0155. Rao, X., Luo, L., Xiang, J. & Xingyue, W. (2025). The impact of perceived value, customer expectations, and patient experience on the satisfaction of contracted patients in hospitals. BioMed Central Health Services Ressearch 25, 7. https://doi.org/10.1186/s12913-024-12118-1 Rifa, A., & Bernarto, I. (2023). Patient Satisfaction and Intention to Revisit Outpatient Specialist Clinic at XYZ Hospital, Bekasi City. Jurnal Aplikasi Bisnis dan Manajemen, 9. 10.17358/jabm.9.3.887. Available at: https://www.researchgate.net/publication/375444684_Patient_Satisfaction_and_Intent ion_To_Revisit_Outpatient_Specialist_Clinic_at_XYZ_Hospital_Bekasi_City. Shahijan, M. K., Rezaei, S., Preece, C. N., & Ismail, W. K. (2015). International Medical Travelers' Behavioral Intention: An Empirical Study in Iran. Journal of Travel and Tourism Marketing, 32(5), 475-502. doi:10.1080/10548408.2014.916248. Tasci, A. D. (2016). A critical review of consumer value and its complex relationships in the consumer-based brand equity network. Journal of Destination Marketing & Management, 5(3), 171–191. doi:10.1016/j.jdmm.2015.12.010. Ucho, A. (2024). Understanding Research in Behavioural Science. Dove Publishing House, Abuja – Nigeria. Wu, H. C., Li, T., & Li, M. Y. (2016). A Study of Behavioral Intentions, Patient Satisfaction, Perceived Value, Patient Trust and Experiential Quality for Medical Tourists. Journal of Quality Assurance in Hospitality and Tourism, 17(2), 114-150. doi:10.1080/1528008X.2015.1042621. Zeithaml, V. A., Verleye, K., Hatak, I., Koller, M., & Zauner, A. (2020). Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues. Journal of Service Research, 23(4), 409–432. Zhen, S., Yanning, G., & Chaoyi, G. (2019). Impact of perceived value on customer satisfaction and continuance intention of bicycle sharing service. Proceedings of the 52nd Hawaii International Conference on System Sciences, 933 – 942. https://hdl.handle.net/10125

More Articles from INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND MANAGEMENT RESEARCH

Building National Analytics Capacity: Advances and Future Pathways

Author: Uchechi Mary-Linda Unamma, Ifeanyichukwu Jeffrey Okwesa, Uzoamaka Iwuanyanwu

Root-Cause and Thematic Analysis for Major Incident Management: A Review

Author: Ifeanyichukwu Jeffrey Okwesa, Uchechi Mary-Linda Unamma, Uzoamaka Iwuanyanwu

Data-Quality and Single-Source-Of-Truth Frameworks for Inter- Agency Reporting: A Review

Author: Uchechi Mary-Linda Unamma, Ifeanyichukwu Jeffrey Okwesa, Uzoamaka Iwuanyanwu

Human-In-The-Loop Decision Systems: Advances and Future Directions

Author: Funmilayo Ashore-Onisemo, Uchechi Mary-Linda Unamma, Ifeanyichukwu Jeffrey, Okwesa,

Roles of Oil Subsidy Removal on Transportation Cost and Water Factory in Cross River South, Nigeria

Author: Onwuzurike Peter Tobechi, Owoh Akwa Owoh, Unoh Grace Inyang, Umaru Musa