To read this content please select one of the options below:

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

Mais Al-hilou (The University of Jordan, Amman, Jordan)
Taghrid Suifan (The University of Jordan, Amman, Jordan)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 9 November 2023

Issue publication date: 14 November 2023

212

Abstract

Purpose

The 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/approach

A 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.

Findings

The 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/value

Generating 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.

Keywords

Citation

Al-hilou, M. and Suifan, T. (2023), "The mediating effect of patient trust on the relationship between service quality and patient satisfaction", International Journal of Health Care Quality Assurance, Vol. 36 No. 1/2, pp. 1-16. https://doi.org/10.1108/IJHCQA-05-2023-0028

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

Related articles