Antecedents and outcomes of patient satisfaction in healthcare: A conceptual model

Coutinho, Shawnn; Prasad, Ch. V. V. S. N. V.; Prabhudesai, Rohit

doi:10.1080/07359683.2021.1947068

Cited by 6 publications

(8 citation statements)

References 81 publications

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“…While cognitive satisfaction is related to patients' rational judgment of service quality and environment, satisfaction is patients' affective or emotional expression such as pleasure, trust, happiness, and joy upon service encounter. The hospital service environment can influence patient satisfaction and in turn reflect patients' word-of-mouth (Coutinho et al, 2020), repatronage intention (Odoom et al, 2021), and willingness to pay a premium (Batbold and Pu, 2021) toward healthcare service delivery. In their study, Rahman et al (2021b) explained the impact of patients' satisfaction and patients' responses toward healthcare services at general practice clinics.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Though it is difficult for patients to evaluate the technical aspects of healthcare services, Sahoo and Ghosh (2016) noted service environment as a critical determinant of patients' satisfaction and trust. Furthermore, patient "satisfaction" which is one of many aspects of the patients' experience reflect word-of-mouth (Coutinho et al, 2020), repatronage intention (Odoom et al, 2021), and willingness to pay a premium (Batbold and Pu, 2021) toward healthcare service delivery. "Trust" is another factor that is considered by this study to incorporate patients' experience and has been proven to impact repatronage intention among emergency department patients (Akmaz and Çadirci, 2017) and patients are also willing to pay more for a preferable service environment (Ladhari, 2009).…”

Section: Literature Reviewmentioning

confidence: 99%

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Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Rahman

Newaz

et al. 2022

Front. Psychol.

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This study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the general practice clinics in Malaysia. SmartPLS statistical tool was used to test the underlying hypotheses. The results revealed that ambiance, service delivery, interior decor, and cleanliness had a significant influence on patients' trust and satisfaction while the exterior design is neither associated with satisfaction nor trust. Patients' satisfaction and trust had a higher significant effect on their repatronage intention, willingness to pay for a premium healthcare service, and engagement in word-of-mouth for healthcare services. In practice, both the service delivery and ambiance features of the healthcare services environment might be optimized by GP clinics. This research provides significant insights from the patients' perspective toward the GP clinics' healthcare services environment.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Rahman

Newaz

et al. 2022

Front. Psychol.

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“…With the progression and importance of the healthcare industry in today's world, patient trust has been discovered to be connected to patient satisfaction (Coutinho et al. , 2020).…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

“…The business environment is becoming more challenging and competitive, therefore leading businesses to pour their attention on customers and become more customer centric (Coutinho et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

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The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Al-hilou,

Suifan

2023

IJHCQA

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PurposeThe prime aim of this research is to examine the mediating effect of patient trust on the relationship between service quality and patient satisfaction in Amman, Jordan.Design/methodology/approachA convenience sample of patients visiting seven out of the 44 private hospitals in Amman was selected. In total, 385 questionnaires were distributed among patients, with a response rate of 91%. Of these, 35 were disregarded, and the data from the remaining 350 questionnaires were analyzed using SPSS.FindingsThe results showed that service quality has a statistically significant effect on patient satisfaction. Furthermore, service quality has a statistically significant effect on patient trust, while there is also a statistically significant effect of patient trust on patient satisfaction. The findings also revealed that patient satisfaction partially mediates the relationship between service quality and patient satisfaction.Originality/valueGenerating more insights in the areas of service quality, patient trust and patient satisfaction while also extending the findings of earlier studies. The prior studies in the literature that focus on customers are given a more advantageous perspective by using Jordanian hospitals as a population to test the model of this research. The majority of past research on service quality, patient satisfaction and patient trust in the healthcare sector has been conducted in western nations.

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Organizational Communication: How to Engage Internal Communication in a B2B Case Study

Madeira,

Brandão,

Remondes

2023

Smart Innovation, Systems and Technologies

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Antecedents and outcomes of patient satisfaction in healthcare: A conceptual model

Cited by 6 publications

References 81 publications

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Organizational Communication: How to Engage Internal Communication in a B2B Case Study

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