Assessing the Role of Consumer Experience, Engagement, and Satisfaction in Healthcare Services: A Two-Stage Reflective-Formative Measurement Using PLS-SEM

Senapati, Shubham; Panda, Rajeev Kumar

doi:10.1080/15332969.2023.2295662

Cited by 2 publications

(2 citation statements)

References 67 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The above event can be considered epochal for creating concepts like "patient experience" and "health consumerism". These concepts believe in building solid and positive experiences for the bottom line and argue that a symbiotic interaction between experience and engagement could lead to improved consumer gratification through service value co-creation (Jaakkola et al, 2015;Klaus, 2018;Senapati and Panda, 2024). There is growing evidence that suggests involving patients in a decision-making process significantly reduces healthcare utilization and costs (Ng et al, 2013;Senapati and Panda, 2023b).…”

Section: Review Of Literaturementioning

confidence: 99%

“…Similarly, the functional aspect is organized under the experiential indicators embodying communications with healthcare personnel, physical ambiance, the standard of services, personalization and continuity of care (Anderson and Smith, 2018). These are vital PX dimensions that indicate the impact of organizational strategies on consumer gratifications, engagement and patronizing intentions (Anderson and Smith, 2018;Senapati and Panda, 2024). These aspects ensure that both patient and provider stay aware of the collaborative opportunities and work as partners rather than sole decision-makers (Goh et al, 2016).…”

Section: Review Of Literaturementioning

confidence: 99%

See 1 more Smart Citation

Performance measurement of factors affecting consumer experience in healthcare services using fuzzy and grey techniques

Senapati,

Panda

2024

IJHG

Self Cite

View full text Add to dashboard Cite

PurposeThe importance of consumer experience in service industries, particularly healthcare, is widely acknowledged as it captures the intricacies of quality management. In tandem with the emerging research trends that evaluate service excellence through user experience, this study renders a performance analysis of the dimensions of consumer experience that individually or collectively shape healthcare consumers’ perceptions of service quality.Design/methodology/approachA cross-sectional study was conducted across 13 mid-tier corporate hospitals to collect data from 438 patients. The data was processed through factor analysis in SPSS to confirm sample adequacy and factor extractability. Further, two independent multi-criteria decision-making (MCDM) tools, Fuzzy Technique for Order Performance by Similarity to Ideal Solution (F-TOPSIS) and Grey Relational Analysis (GRA), were executed to render performance analysis of identified factors.FindingsUsing F-TOPSIS, factors such as “information” and “hospital environment” received higher performance ratings, while items related to “communication with doctors” and “humanistic care” received lower rankings. Minor yet anticipated deviations were observed while verifying performance scores using GRA. Nonetheless, both outcomes exhibited a strong correlation coefficient of 97.14%, confirming analytical consistency.Originality/valueHitherto, such usages of hybrid MCDM techniques have rarely been executed to convey a clear understanding of consumers’ experiences in healthcare services. Moreover, the findings provide a clear insight into consumers’ key response areas, which can further be translated to maximize consumer gratification, thus assisting healthcare managers in improving service performance and clinical decision-making.

show abstract