The relationship between service quality, customer satisfaction, word of mouth, and intention to continue using healthcare services: A theoretical overview & research model

Abstract

Intention to continue using a service is a key factor in assessing its sustainability. This is an important research topic regarding consumer behavior. Although this is a significant concept in the marketing field, there is still no unified academic classification in the healthcare sector. Therefore, the aim of this study is to review the theories and prior empirical research identifying the factors affecting the intention to continue using services in the current healthcare field and propose a research model. This article’s objective is limited to reviewing previous studies related to the intention to continue using healthcare services primarily during the period of 2015-2024. This overview will help identify existing theories and research models related to the behavior of continuing to use services in the healthcare sector, thereby building a foundation for future research. Additionally, the overview will identify gaps in the current literature that new research can fill. The review helps identify important factors affecting the intention to continue using healthcare services, such as service quality, satisfaction, and word of mouth.