Operations-oriented strategies and patient satisfaction: the mediating effect of service experience
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 5 July 2021
Issue publication date: 14 September 2021
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 direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction.
Originality/value
The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.
Keywords
Acknowledgements
The lead author wishes to acknowledge summer research funding from the Parker College of Business at Georgia Southern University in support of this project.
Citation
Boakye, K.G., Qin, H., Blankson, C., Hanna, M.D. and Prybutok, V.R. (2021), "Operations-oriented strategies and patient satisfaction: the mediating effect of service experience", International Journal of Quality and Service Sciences, Vol. 13 No. 3, pp. 395-416. https://doi.org/10.1108/IJQSS-11-2020-0186
Publisher
:Emerald Publishing Limited
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