Empirical Study on Enhancing Medical Service Performance with Intellectual Capital through Process Capability

Abstract

This study investigates the synergistic relationships among intellectual capital, process capability, and medical service performance. An empirical study was conducted by using a second-order research framework. Data were collected through a questionnaire survey, and structural equation modeling techniques were used to analyze the data. An empirical analysis revealed that intellectual capital is a major factor influencing final medical service performance. This major factor should be carefully improved to increase process capability in hospitals in the long term. Hospitals account for a substantial proportion of the intellectual capital in the health-care industry, and, thus, should improve their process capability to achieve high medical service performance.