Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

Kwabena G. Boakye, Hong Qin, Charles Blankson, Mark D. Hanna, Victor R. Prybutok

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

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.

Original languageEnglish
Pages (from-to)395-416
Number of pages22
JournalInternational Journal of Quality and Service Sciences
Volume13
Issue number3
DOIs
StatePublished - 2021

Keywords

  • Mindfulness
  • Patient satisfaction
  • Perceived provider professionalism
  • Service experience
  • Service recovery

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