Juan Carlos Vergara Schmalbach,

University of Cartagena,

Cartagena, Colombia,

E-mail: jvergaras@unicartagena.edu.co

Structural Equation Models Applied for Evaluating Service Quality and Satisfaction in the Healthcare System of Cartagena de Indias D. T. y C. (Colombia)

Francisco Javier Maza Avila,

University of Cartagena,

Cartagena, Colombia,

E-mail: fmazaa@unicartagena.edu.co

Abstract. 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.

Received: February, 2018

1st Revision: March, 2018

Accepted: May, 2018

DOI: 10.14254/2071-789X.2018/11-2/14

JEL Classification: C12, C35, I11, P46

Keywords: Service quality; Structural Equation Model; Healthcare service; Partial Least Squares SEM; covariance-based SEM, Colombia