Table 5 Results of structural equation modeling

Interpersonal-Based Medical Service Encounter (ξ1)→ Service Quality (η1) ( H1 )

γ11

0.57

5.27**

Interpersonal-Based Medical Service Encounter (ξ1)→ Patient Satisfaction (η3) ( H2 )

γ31

0.23

2.11*

Service Quality (η1)→ Patient Trust (η2) ( H3 )

β21

0.49

4.58**

Patient Trust (η2)→ Patient Satisfaction (η3) ( H4 )

β32

0.33

4.26**

Interpersonal-Based Medical Service Encounter (ξ1)→ Professional Personnel (x1)

λ1

0.89

7.21**

Interpersonal-Based Medical Service Encounter (ξ1)→ General Administrative Personnel (x2)

λ2

0.68

5.52**

Interpersonal-Based Medical Service Encounter (ξ1)→ Environment and Space (Physical Symbol) (x3)

λ3

0.77

6.86**

Service Quality (η1)→ Response (y1)

λ4

0.75

6.70**

Service Quality (η1)→ Reliability (y 2)

λ5

0.87

7.03**

Service Quality (η1)→ Assurance (y 3)

λ6

0.97

7.96**

Goodness of fit χ² / d.f.= 2.19, GFI = .91, AGFI = .89, NFI = .91, RMSR = .058.