2021
DOI: 10.1108/ijqss-11-2020-0186
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Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

Abstract: Purpose The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling Findings This study found that service recovery has a significant … Show more

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Cited by 4 publications
(2 citation statements)
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“…Customer Satisfaction represents the collective feelings formed as a result of numerous interactions with a service provider (Boakye et al, 2021). It is one of the most important factors influencing post adoption behaviour (Holbrook, 1994).…”
Section: Customer Satisfactionmentioning
confidence: 99%
“…Customer Satisfaction represents the collective feelings formed as a result of numerous interactions with a service provider (Boakye et al, 2021). It is one of the most important factors influencing post adoption behaviour (Holbrook, 1994).…”
Section: Customer Satisfactionmentioning
confidence: 99%
“…In the relevant literature, two or two types of patient satisfaction have emerged, the first is known as the satisfaction of the transactions that occur or is expressed through the patient's assessment of his experience of visiting for the first time (immediate realization) of the service provided, while the second is called cumulative satisfaction (general satisfaction) and expressed through the patient's assessment of an experience over time and the visit of the service provider more than once [56]. Patient satisfaction has been linked to many positive results, providing insight and insight into the structure, processes, and results of service delivery, which qualifies it as an indispensable factor when evaluating the service in general [57]. This helps service providers identify in-service factors that need to be improved and modified (feedback) and develop an effective action plan to better understand the needs and requirements of patients [58].…”
Section: Patients Satisfactionmentioning
confidence: 99%