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 language | English |
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Pages (from-to) | 395-416 |
Number of pages | 22 |
Journal | International Journal of Quality and Service Sciences |
Volume | 13 |
Issue number | 3 |
DOIs | |
State | Published - 2021 |
Keywords
- Mindfulness
- Patient satisfaction
- Perceived provider professionalism
- Service experience
- Service recovery