Structural Modeling of Health Services' Quality Level as a Determinant of User Satisfaction of the Tertiary Health Care

Aldin Brajić, Saliha Brajić
Statistika, 105(1): 65–86
https://doi.org/10.54694/stat.2024.26

Abstract
Tertiary level of health care should provide highly specialized health services, that include the most complex methods and procedures of diagnosis, treatment and rehabilitation. The aim of the research is to examine the impact of the quality of health services on user satisfaction of medical services at the tertiary level of health care. For the purposes of this research, clinical centers of the tertiary health care level operating in the territory of Bosnia and Herzegovina were selected, which also represents the basic set of research. The survey was conducted on a sample of 1 022 users of health services provided by clinical centers in the territory of Bosnia and Herzegovina, where the cities represented the strata in the research: Sarajevo, Banja Luka, Tuzla, Mostar and Foča. The results indicate a strong influence of independent constructs on dependent constructs, that is, the quality of health services has a strong influence on the level of user satisfaction with (non)medical services.

Keywords
Quality of health services, user satisfaction, tertiary level of health care, structural equation modeling