Open AccessHospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness
Author(s) -
Tariq Rafi,
Muhammad Khalique,
Sulaman Hafeez Siddiqui
Publication year - 2020
Publication title -
journal of accounting and finance in emerging economies
Language(s) - English
Resource type - Journals
eISSN - 2519-0318
pISSN - 2518-8488
DOI - 10.26710/jafee.v6i1.1081
Subject(s) - moderation , psychology , citizenship , structural equation modeling , service quality , quality (philosophy) , organizational citizenship behavior , service (business) , patient satisfaction , nursing , sample (material) , social psychology , applied psychology , medicine , business , organizational commitment , marketing , political science , philosophy , statistics , chemistry , mathematics , epistemology , chromatography , politics , law
The aim of the present study is to determine the effects of hospital service qualities on patient satisfaction in the healthcare sector of Pakistan. By using the non-probability sampling, 292 sample was gathered. Emotional exhaustion, organizational citizenship behavior, hospital and nurses facilities were used as predictors and trustworthiness was used as a moderator. The results from structural equation modeling revealed that hospital facilities quality and OCB have been found positively significant while nursing service quality and emotional exhaustion have been found insignificant in relation with patient satisfaction. Moreover, trustworthiness does not moderates any relationship in the structural model. The study concluded that the staff allocated is manifesting form of behavioral citizenship structured by cultural decorum and locally acceptable norms. Alongside citizenship, high quality miscellaneous supportive provisions comprising of sufficient backup equipment, medical apparatus and tools as well as the regular maintenance of utilities stand as considerable satisfaction determining aspects for patients. The cognitive dimensions in the form of trust structuring attributes don’t really add much to the contributions of facilities and citizenship found in hospitals.