Date of Award


Degree Type



Monte Ahuja College of Business

First Advisor

Lundstrom, William

Subject Headings

Hospitals -- Administration, Patient satisfaction, Hospital care -- Environmental aspects, Hospital care -- Social aspects, Delight, Satisfaction, Service Quality, Behavioral Intentions, Loyalty, Emotions, Patient Satisfaction, Environmental Satisfaction


This study is one of few on customer satisfaction, delight, and behavioral intentions and the first in a hospital setting. Data, collected through phone interviews with 250 patients discharged from a hospital, support that: (1) patient delight and satisfaction have positive influences on behavioral intentions (2) environmental and interpersonal service quality have positive influences on patient satisfaction and patient delight however, (3) patient satisfaction mediates the relationship between environmental and interpersonal service quality and patient delight

Included in

Business Commons