Healthcare Service Quality and Perceived Healthcare Needs as Predictors of Health-Seeking Behavior among Higher Education Students
Jenilyn V. Barrion *
Graduate School, Wesleyan University-Philippines, Cabanatuan City, Nueva Ecija, Philippines.
Cheena B. Mallari
Graduate School, Wesleyan University-Philippines, Cabanatuan City, Nueva Ecija, Philippines.
*Author to whom correspondence should be addressed.
Abstract
Aims: To assess healthcare service quality, perceived healthcare service needs, and health-seeking behaviour among higher education students; examine differences across demographic profiles; and determine which service-quality and perceived-need dimensions independently predicted the measured health-seeking behaviour score.
Methodology: This study employed a quantitative, cross-sectional, descriptive-comparative and predictive design at a private higher education institution in Bacoor, Cavite, Philippines, during the first semester of Academic Year 2026-2027. The analytical sample comprised 352 students selected through stratified random sampling. A validated structured questionnaire measured five SERVQUAL dimensions, five perceived healthcare-need dimensions, and five health-seeking dimensions. Data were analysed using frequency, percentage, mean, standard deviation, one-way analysis of variance with Scheffe comparisons when indicated, and simultaneous multiple linear regression.
Results: Healthcare services were rated Excellent (M = 3.59, SD = 0.39), perceived healthcare needs were Highly Needed (M = 3.28, SD = 0.51), and overall health-seeking behaviour was Frequent (M = 2.88, SD = 0.38). Service-quality assessment differed by monthly family income, F(5, 346) = 3.80, P = .002, eta squared = .05; other demographic comparisons were not statistically significant. The regression model was significant, R = .493, R squared = .243, adjusted R squared = .221, F(10, 341) = 10.97, P < .001. Tangibles showed a negative unique association (B = -0.150, P = .016), whereas empathy (B = 0.244, P = .004), basic medical and nursing needs (B = 0.088, P = .042), and preventive health and screening needs (B = 0.116, P = .012) showed positive unique associations with health-seeking behaviour.
Conclusion: Favourable service-quality ratings coexisted with continuing healthcare needs and barriers. Relational quality, particularly empathy, and students' recognition of basic and preventive needs were independently associated with health-seeking behaviour. The findings support attention to accessible, responsive, student-centred campus health services while recognising the limits of cross-sectional self-reported data.
Keywords: Healthcare service quality, perceived healthcare needs, health-seeking behaviour, higher education students, university health services, SERVQUAL, empathy, preventive healthcare, healthcare accessibility