Degree Name

Doctor of Philosophy


Department of Business and Management


Perceived quality of care has been a prime concern for researchers, and has proven to play a major role in determining patients’ experience and satisfaction with healthcare services providers (HCPs). However, most research conducted in this area has been concerned with measuring patients’ perceptions and experiences primarily through patients’ utilization of the facilities and services offered during their visits to the HCP’s premises. The significant developments in the communication landscape brought about by social media (SM) and social network sites (SNS) make it imperative to investigate the impact of using these technologies on users’ perception of the quality (PoQ) of the HCPs.



Unless otherwise indicated, the views expressed in this thesis are those of the author and do not necessarily represent the views of the University of Wollongong.