Customer trust and perceived service quality in the healthcare sector: Customer aggressive behaviour as a mediator

Gur, Amit

doi:10.1080/21515581.2021.1927063

Cited by 3 publications

(3 citation statements)

References 89 publications

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“…Because trust is intertwined with perceived service quality and thus affects primary healthcare seeking [ 13 , 47 ], the causality between patients’ trust in physicians and primary healthcare seeking can be bidirectional and circular [ 48 ]. Meanwhile, in order to avoid the potential issue of omitted variables and measurement errors, we selected trust in local government officials as an instrumental variable to test the robustness of the original interactive model.…”

Section: Resultsmentioning

confidence: 99%

“…In China, patients are more worried about the uncertainty and risk of the competence and intentions of PHC providers compared to secondary and tertiary medical service institutions. Trust may help improve patients’ perceptions of healthcare providers [ 54 ], then enhance their loyalty, further balance their risk and uncertainty perceptions of service delivery processes [ 10 , 13 , 55 ], and provide the basis for patient’s decisions to seek healthcare through PHC. However, the information asymmetry between patients and providers [ 56 ], and the fact that they have become increasingly empowered to make informed decisions [ 10 , 57 ], influenced the patients’ trust in physicians.…”

Section: Discussionmentioning

confidence: 99%

“…Patients’ trust in physicians can be defined as a collection of patients’ expectations from physicians [ 6 , 7 ], thus reflecting each patient’s degree of reassurance or confidence in his or her physician [ 8 ]. This trust is the psychological mechanism used by patients to handle disease problems in healthcare contexts characterized by both vulnerability and uncertainty [ 9 , 10 ] and has a critical determinant role in patients’ healthcare-seeking decisions [ 11 , 12 , 13 , 14 ]. Previous studies found that patients’ low trust may restrict their utilization of PHC in China, which leads them often bypass primary care and access the health system at higher-level hospitals when they require medical treatment, even for mild health conditions [ 15 ].…”

Section: Introductionmentioning

confidence: 99%

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Impacts of Internet Use on Chinese Patients’ Trust-Related Primary Healthcare Utilization

et al. 2022

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Background: The internet has greatly improved the availability of medical knowledge and may be an important avenue to improve patients’ trust in physicians and promote primary healthcare seeking by reducing information asymmetry. However, very few studies have addressed the interactive impacts of both patients’ internet use and trust on primary healthcare-seeking decisions. Objective: To explore the impact of internet use on the relationship between patients’ trust in physicians and primary healthcare seeking among Chinese adults 18 years of age and older to understand the varieties of effects in different cities. Methods: Generalized linear mixed models were applied to investigate the interactive impacts of internet use and patients’ trust in physicians on primary healthcare seeking using pooled data from the China Family Panel Study of 2014 to 2018. We also compared these effects based on different levels of urbanization, ages, and PHC services. Results: Overall, a higher degree of patients’ trust (p < 0.001) was able to directly predict better primary healthcare seeking, and internet use significantly increased the positive effect of patients’ trust on primary healthcare seeking (p < 0.001). However, the marginal effect analysis showed that this effect was related to the level of patients’ trust and that internet use could reduce the positive effect of patients’ trust on primary healthcare seeking when the individual had a low level of trust (≤ 3 units). Further, the heterogeneity analysis indicated that the benefits from internet use were higher in cities with high urbanization, high aging, and high PHC service levels compared to cities with low levels of these factors. Conclusions: The internet use may enhance patients’ trust-related PHC utilization. However, this impact is effective only if patients’ benchmark trust remains at a relatively high level. Comparatively, the role of internet use is more effective in areas with high urbanization, high aging and high PHC level. Thus, with increasing accessibility to the internet, the internet should be regulated to disseminate correct healthcare information. Moreover, in-depth integration of the internet and PHC should be promoted to provide excellent opportunities for patient participation, and different strategies should be set according to each city’s characteristics.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Impacts of Internet Use on Chinese Patients’ Trust-Related Primary Healthcare Utilization

et al. 2022

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Möllering

2022

Journal of Trust Research

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Hospital brand image and trust leading towards patient satisfaction: medical tourists’ behavioural intention in Malaysia

Fook,

Peng,

Mun

2024

Healthc Low-resour S

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In Malaysia, hospital branding is critical to recruiting medical tourists. Reputation, service quality, and word-of-mouth influence hospital branding. Thus, hospitals and the healthcare tourism sector must understand these elements to gain a competitive edge in the global market. This study investigated the effect of hospital advertising factors on healthcare tourists’ behavioural intentions (BI) in Malaysia, with emphasis on clarifying the nature of hospital brand image and hospital brand trust. Additionally, the study assessed how perceived standards and satisfaction stimulate favourable BI among healthcare tourists. This study used the quantitative research-based deductive approach, where hospitals in Malaysia were the target sector. The results demonstrated that accessibility, cost, and a good web presence influenced hospital marketing for medical tourism. Furthermore, the characteristics of safety and security and effective advertising enhance trust. Moreover, patient satisfaction is critical to reduce the divide between service standards and BI, which emphasises the necessity of prioritising patients in medical facilities. Nevertheless, the findings were time-sensitive and not adjusted for healthcare tourism sector alterations or customer habit variations over time.

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Customer trust and perceived service quality in the healthcare sector: Customer aggressive behaviour as a mediator

Cited by 3 publications

References 89 publications

Impacts of Internet Use on Chinese Patients’ Trust-Related Primary Healthcare Utilization

Impacts of Internet Use on Chinese Patients’ Trust-Related Primary Healthcare Utilization

Handing over to our new Editor Joe Hamm

Hospital brand image and trust leading towards patient satisfaction: medical tourists’ behavioural intention in Malaysia

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