Will Servicescape Affect Patients’ Trust? The Moderating Effects of Public and Pri-vate Patients

Abstract

This research examines 1) the relationships between the servicescape and patients' trust in Malaysia; and 2) whether public and private patients moderate the relationships between the servicescape and trust. 400 out-patients, as respondents, were intercepted in the hospitals. The findings show that ambient condition is the significant predictor of patients' trust. However, design, signs and symbols conditions are not the good predictors of patients' trust. Public and private patients view some differences in the sign and symbols condition, while no differences in the ambient and design conditions. The study further discusses and suggests practical implications for management.