The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention

Akbolat, Mahmut; Sezer, Cemal; Ünal, Özgün; Amarat, Mustafa

doi:10.1080/07359683.2021.1947080

Cited by 12 publications

(6 citation statements)

References 25 publications

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“…The results further show positive relationships amongst perceived value, satisfaction, effectiveness and behavioural intention. This finding is consistent with Akbolat et al (2021), Kim et al (2008), Lu and Wu (2018), Obeidat et al (2018) and Senic and Marinkovic (2013). Given the objectives of DHCs, customers are not required to pay substantial money (either fully or partially subsidised) for health-care services, the overall performance (effectiveness) of DHCs is met and customers tend to revisit DHCs and recommend DHCs to others.…”

Section: Discussionsupporting

confidence: 76%

“…The health-care subsidy can help promote the good health of customers and reduce family members’ burden of long-term care and assistance (Kang et al , 2022; Qin et al , 2018). The effectiveness of financial subsidy can increase customers’ behavioural intention, such as recommendations (Akbolat et al , 2021). Government bodies can study and introduce a feasible health-care subsidy scheme to meet customers’ needs for health prevention and assessment.…”

Section: Discussionmentioning

confidence: 99%

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Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

Tavitiyaman,

Law,

Fong

et al. 2024

IJQSS

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Purpose This study aims to explore the influence of health-care service quality on customers’ perceived value, satisfaction, effectiveness and behavioural intention concerning district health centres (DHCs) in Hong Kong. This research also intends to assess customers’ perception of the subsidy scheme and its influence on the relationships amongst the aforementioned constructs. Design/methodology/approach The convenience and snowball sampling approaches were adopted, and the self-administered questionnaire was sent to 309 customers of DHCs. Findings Service quality attributes in terms of staffing and procedures positively increased customers’ perceived value and staffing, procedures and operations. Physical facilities positively promoted customers’ satisfaction, consequently improving DHCs’ effectiveness and behavioural intention. However, core treatments and services of DHCs did not impact customers’ perceived value and satisfaction. Furthermore, customers receiving subsidies exhibited a more positive perception than those without subsidies. Practical implications Health-care organisations are advised to strategically allocate resources (staffing, facilities and procedures and operations management) to optimise overall performance outcomes. DHC operators could reinforce the core services of DHCs and health-care voucher subsidies to local citizens so as to enhance the effectiveness of DHCs and behavioural intention of customers. Originality/value This study integrates the input–process–output approach in measuring the effectiveness of and customers’ behavioural intention towards newly established DHCs.

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Section: Discussionsupporting

confidence: 76%

Section: Discussionmentioning

confidence: 99%

Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

Tavitiyaman,

Law,

Fong

et al. 2024

IJQSS

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“…This result is related to the previous studies highlighted on patient’s satisfaction, preferences, adherence, and loyalty towards medical care services at the hospital. 58–61 The structural model demonstrates that there is a highly significant relationship between Muslim patient satisfaction and their loyalty. As noted by Wu et al, 62 Muslim patients are more likely to revisit the hospitals for future medical treatment once they are satisfied with their medical services.…”

Section: Discussionmentioning

confidence: 99%

Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals

Rahman¹,

Bhuiyan²,

Zailani³

2021

PPA

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Background The study has aimed to investigate the Muslim patient’s psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia. Methods Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach. Results The findings revealed that administrative behaviour, nurse’s services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician’s services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians’ services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty. Conclusion The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction.

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“…This situation may arise as a result of patients’ inability to assess the medical element of the treatments provided. During the examination, physicians’ compassion, empathy, and other related abilities have a beneficial impact on patient satisfaction ( Akbolat, Sezer, Ünal, & Amarat, 2021 ). Patients who are happy with the service they receive will share their experience among people they know ( Juhana, Manik, Febrinella, & Sidharta, 2015 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The impact of healthcare quality on PS has been thoroughly researched by scientists ( Marzo et al , 2021 ; Akbulut, 2016 ; Badri, Attia, & Ustadi, 2009 ; Zineldin, 2006 ; Amin, & Nasharuddin, 2013 ). Various researchers in the field of marketing have found hypothetical as well as practical links between SQ and other user behaviors such as satisfaction, value, purchase/revisit intentions, and so on ( Akbolat et al , 2021 ; Lee & Carter, 2011 ; Theodorakis & Alexandris, 2008 ; Kouthouris, & Alexandris, 2005 ).…”

Section: Literature Reviewmentioning

confidence: 99%

Can Positive Emotions Predict Consumer Satisfaction in Adverse Services?

Akthar,

Nayak,

Pai P

2024

F1000Res

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Background Managing emotions during hospital visits is important to enhance patient satisfaction. The purpose of this paper is to explore the relationship between patients’ happiness and satisfaction through patients’ mood and perceived service quality at a healthcare setup. Methods This study was conducted in a tertiary care hospital located in coastal Karnataka during the period from November to December 2021. Primary data was collected through a structured questionnaire from 227 respondents. “Statistical Package for the Social Sciences (SPSS) 27.0” and “SmartPLS 3.0” software was used for data analysis. Results Hypotheses proposed in this study were examined by comparing the direct effect of patients’ happiness level on perceived service quality and the indirect effect of the level of patients’ happiness on patient satisfaction. The influence of all the exogenous latent variables namely, happiness, mood, perceived service quality, on the endogenous latent variable of patient satisfaction is estimated to be moderate (R2=62.5%). Conclusion This study empowers hospital managers to recognize how patient satisfaction is dependent on patients’ happiness. In order to enhance patient satisfaction, the quality of care provided by health services, human resources, and infrastructure must be improved. As a result, the entire service encounter can be made enjoyable to the customers by reducing the distress caused by adverse services. Managers can utilize the outcomes of the study to develop marketing strategies to influence patients’ emotions in the healthcare setup by modifying the servicescape elements.

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The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention

Cited by 12 publications

References 25 publications

Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals

Can Positive Emotions Predict Consumer Satisfaction in Adverse Services?

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