The effect of Servicescape on Patient Satisfaction, Patient Trust, and Revisit Intention in Hospital

Objectives:Online Health Communities (OHCs) are increasingly being used by patients in the Web 2.0 era. Today's patients have instant access to a great deal of medical information and contacts. Despite the considerable development of OHCs, little is known regarding the impact on the patient–physician relationship. This research aims at filling this gap and examines how interpersonal trust on peer-to-peer OHCs influences two key relational variables, namely patient trust in the physician and patient satisfaction with the physician. It also investigates their influences on the patient's attitude toward the physician.Methods:Drawing on both the relational and medical literatures, we propose a research model that brings out the relationships between interpersonal trust in OHCs, and patients’ trust, satisfaction and attitude toward the physician. We then conduct a quantitative survey of 512 OHC users in France, using structural equation modeling to test our hypotheses.Results:Our findings indicate that interpersonal trust in OHCs exerts a positive influence on both patients’ trust in and satisfaction with their physician. It also highlights that these two relational variables have a positive influence on patient attitude toward the physician. Our findings also indicate that patient trust influences patient satisfaction with the physician.Conclusions:This research highlights the importance of OHCs, which can be seen as valuable instruments for enhancing patient–physician relationships. It shows that healthcare managers should seek to enhance interpersonal trust among OHC users, because this trust has a positive influence on patient satisfaction with, trust in and attitude toward the physician.

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PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v1i1.533 ◽

2008 ◽

Vol 1 (1) ◽

pp. 49

Author(s):

Febry Adhiana

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Health Care Professionals ◽

Public Hospitals ◽

Human Beings ◽

Private Hospitals ◽

Public And Private ◽

Revisit Intention ◽

Public And Private Hospitals

Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government. Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals. Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling. Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.

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Patient satisfaction and GP trustworthiness, practice orientation and performance

Journal of Health Organization and Management ◽

10.1108/jhom-12-2012-0238 ◽

2014 ◽

Vol 28 (4) ◽

pp. 532-547 ◽

Cited By ~ 3

Author(s):

Barend Van Den Assem ◽

Victor Dulewicz

Keyword(s):

Patient Satisfaction ◽

Continuing Professional Development ◽

White Paper ◽

Patient Relationship ◽

Patient Trust ◽

Doctor Patient Relationship ◽

Content Type ◽

Skill Sets ◽

And Performance ◽

High Level

Purpose – The purpose of this paper is to examine the doctor-patient relationship from the patients’ perspective. It tests a number of hypothesized relationships with respect to the interaction inside the doctor-patient relationship including the continuity of care, doctors’ practice orientation and performance, which help enhance the understanding of patient trust and satisfaction. Design/methodology/approach – A quantitative survey using a closed-ended questionnaire provided a useable sample of 372 respondents. Findings – There was an overall high level of patient trust in and satisfaction with GPs as well as good patient rapport with their GPs. Patients who were most satisfied with their doctor perceived them to be more trustworthy, were more satisfied with their performance and perceived them to have greater preference for a sharing orientation than those patients who were least satisfied. Practical implications – The research findings suggest ways of maintaining and enhancing trust through training, continuing professional development, appraisals and assessments and revalidation of doctors. The skill sets and competencies related to trust and practice are presented in light of current practice trends and changing health care agendas, including the recent Department of Health White Paper, “Liberating the NHS” (2010). Since the questionnaire was able to discriminate between those patients who were most and least satisfied with their doctors, it identified what patients appreciate and are concerned about with respect to GPs and their practice. Originality/value – The research provides new insights and understanding of how patient satisfaction in the GP-patient relationship is influenced by GPs’ trustworthiness, practice orientation and performance, for academic and practitioner communities.

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PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i1.518 ◽

2016 ◽

Vol 7 (1) ◽

pp. 01

Author(s):

Aprillia Rio Fathia

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Medical Service ◽

Service Industries ◽

Service Encounters ◽

Analysis Tool ◽

Quality Factors ◽

Patient Trust ◽

Care Clinic

This study aimed to examine the effect of Interpersonal Based Medical Service Encounters on Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling with purposive sampling technique in which 200 respondents experienced patients in the ARF beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data analysis used in this study is a structural equation model (SEM) with the AMOS program uses. From the results of this research is that the factors that can drive the satisfaction of clinic attendees are factors of service quality and service medical encounters need to consider these three to be able to drive satisfaction patient. Service quality factors, gave the need for greater attention to the factors courtesy of the staff to the patients in which this can be done by providing training and guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For future studies it is advisable to increase the number of samples, variables used, and applied in other service industries. Keywords: Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction, Patient Trust.

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The Impact of Patient Satisfaction on Patient Commitment and the Mediating Role of Patient Trust

Journal of Patient Experience ◽

10.1177/2374373520967807 ◽

2020 ◽

Vol 7 (6) ◽

pp. 1642-1647

Author(s):

Ayhan Durmuş ◽

Mahmut Akbolat

Keyword(s):

Patient Satisfaction ◽

Healthcare Services ◽

Mediating Effect ◽

Strong Positive Correlation ◽

Patient Trust ◽

Satisfaction Scale ◽

Mediating Role ◽

Questionnaire Method ◽

The Impact

The purpose of this study is to determine the effect of patient satisfaction on patient commitment and the mediating role of patient trust in this effect. The study was conducted with 595 patients receiving healthcare services from the city center of Sakarya in Turkey. The data were collected between March 30, 2017, and May 29, 2017, via questionnaire method. The Patient Satisfaction Scale by Chang et al, the Patient Commitment Scale by Torres et al, the Patient Trust Scale by Ozawa, and an Introductory Information Form were used as the data collection tools in the study. Descriptive statistical methods, exploratory factor analysis, reliability analysis, correlation analysis, and Model 4 within the Process Macro regression analysis for SPSS developed by Hayes in order to determine the mediating role were used for the data analysis. The analyses were made at a 95% confidence interval, and the variables of patient satisfaction, patient trust, and patient commitment have a strong positive correlation. The result of this study demonstrated that patient satisfaction affects patient trust and patient commitment. Another outcome of this study is that there is a mediating effect of patient trust in the impact of patient satisfaction on patient commitment. In conclusion, these related concepts might influence the beliefs and behavior of the patient concerning the healthcare institution in question or the services that they have received.

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Physician–patient communication affects patient satisfaction in treatment decision-making: a structural equation modelling analysis of a web-based survey in patients with ulcerative colitis

Journal of Gastroenterology ◽

10.1007/s00535-021-01811-1 ◽

2021 ◽

Author(s):

Katsuyoshi Matsuoka ◽

Hirono Ishikawa ◽

Takeo Nakayama ◽

Yusuke Honzawa ◽

Atsuo Maemoto ◽

...

Keyword(s):

Decision Making ◽

Patient Satisfaction ◽

Structural Equation ◽

Treatment Decision ◽

Patient Trust ◽

Web Based ◽

Treatment Decision Making ◽

Modelling Analysis ◽

Satisfaction With Treatment ◽

Trust In Physicians

Abstract Background The relationship of bidirectional sharing of information between physicians and patients to patient satisfaction with treatment decision-making for ulcerative colitis (UC) has not been examined. Here, we conducted a web-based survey to evaluate this relationship. Methods Patients aged ≥ 20 years with UC were recruited from the IBD Patient Panel and Japanese IBD Patient Association. Patients completed our web-based survey between 11 May and 1 June 2020. The main outcomes were patient satisfaction (assessed by the Decision Regret Scale) and patient trust in physicians (assessed by the Trust in Physician Scale). Results In this study (n = 457), a structural equation modelling analysis showed that physician-to-patient and patient-to-physician information significantly affected patient satisfaction with treatment decision-making (standardised path coefficient: 0.426 and 0.135, respectively) and patient trust in physicians (0.587 and 0.158, respectively). Notably, physician-to-patient information had a greater impact. For patient satisfaction with treatment decision-making and patient trust in physicians, information on “disease” (indirect effect: 0.342 and 0.471, respectively), “treatment” (0.335 and 0.461, respectively), and “endoscopy” (0.295 and 0.407, respectively) was particularly important, and the level of this information was adequate or almost adequate. Patient-to-physician information on “anxiety and distress” (0.116 and 0.136, respectively), “intention and desire for treatment” (0.113 and 0.132, respectively), and “future expectations of life” (0.104 and 0.121, respectively) were also important for patient satisfaction with treatment decision-making and patient trust in physicians, but these concerns were not adequately communicated. Conclusions Adequate physician–patient communication, especially physician-to-patient information, enhanced patient satisfaction with treatment decision-making for UC.

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Effect of trust in primary care physicians on patient satisfaction: a cross-sectional study among patients with hypertension in rural China

BMC Family Practice ◽

10.1186/s12875-020-01268-w ◽

2020 ◽

Vol 21 (1) ◽

Author(s):

Wenqin Chen ◽

Yingchao Feng ◽

Jiyuan Fang ◽

Jin Wu ◽

Xianhong Huang ◽

...

Keyword(s):

Primary Care ◽

Patient Satisfaction ◽

Rural Areas ◽

Primary Care Physicians ◽

Rural China ◽

Hypertension Management ◽

Technical Competence ◽

Patient Trust ◽

Clinical Behavior ◽

Organization Of Care

Abstract Background In rural areas of China, hypertension is on the rise and it is drawing the Chinese government’s attention. The health outcomes of hypertension management can be positively impacted by patient satisfaction with primary care physicians (PCPs), and the influence of patient trust on satisfaction cannot be ignored. This study aimed to analyze the effect of trust in PCPs on patient satisfaction among patients with hypertension in rural China, and the influence of patients’ socio-demographic characteristics and hypertension-management-related factors. Methods A multi-stage stratified random sampling method was adopted to investigate 2665 patients with hypertension in rural China. Patient trust and satisfaction were measured using the Chinese version of the Wake Forest Physician Trust Scale and the European Task Force on Patient Evaluation of General Practice. Multiple linear regression was used to analyze the factors influencing patient satisfaction, and structural equation modeling was conducted to clarify the relationships among patient trust and patient satisfaction with PCPs. Results Patients’ trust in their PCPs’ benevolence had a positive main effect on all three satisfaction dimensions (clinical behavior: β = 0.940, p < 0.01; continuity and cooperation: β = 0.910, p < 0.01; and organization of care: β = 0.879, p < 0.01). Patients’ trust in their PCPs’ technical competence had a small negative effect on all three satisfaction dimensions (clinical behavior: β = − 0.077, p < 0.01; continuity and cooperation: β = − 0.136, p < 0.01; and organization of care: β = − 0.064, p < 0.01). Patient satisfaction was also associated with region, gender, insurance status, distance from the nearest medical/health-service institution, and number of visits to PCPs in the past year. Conclusions Patients focused more on physicians’ benevolence than on their technical competence. Hence, medical humanities and communication skills education should be emphasized for PCPs. Regarding region-based and health-insurance-based differences, the inequities between eastern, central, and western provinces, as well as between urban and rural areas, must also be addressed.

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The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

International Journal of Marketing Studies ◽

10.5539/ijms.v3n1p103 ◽

2011 ◽

Vol 3 (1) ◽

Cited By ~ 48

Author(s):

Laith Alrubaiee ◽

Feras Alkaa'ida

Keyword(s):

Patient Satisfaction ◽

Healthcare Quality ◽

Mediating Effect ◽

Patient Trust ◽

Trust Relationship

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The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

INQUIRY The Journal of Health Care Organization Provision and Financing ◽

10.1177/00469580211007221 ◽

2021 ◽

Vol 58 ◽

pp. 004695802110072

Author(s):

Sha Liu ◽

Genqiang Li ◽

Nan Liu ◽

Wu Hongwei

Keyword(s):

Factor Analysis ◽

Patient Satisfaction ◽

Theoretical Model ◽

Public Hospitals ◽

Mediating Effect ◽

Healthcare Industry ◽

Patient Trust ◽

Hospital Managers ◽

Patient Loyalty ◽

The Relationship

This research is primarily focused on the issues of customer loyalty in the healthcare industry, particularly from the perspective of public hospitals in China. The research developed a theoretical model to test the relationship between patient satisfaction (PS), patient trust (PT), and patient loyalty (PL). The empirical data were collected from 1696 patients through the survey questionnaires from the public hospitals in Henan province. This research is an explanatory study, and adopts quantitative method. The measurement scales used in the survey were assessed and refined and the data analysis was performed using AMOS 19.0 to test the theoretical model and hypotheses developed. In addition, an exploratory factor analysis was used to identify the dimensions of PS, PT, and PL. Their reliability and validity were established through confirmatory factor analysis, and the structural equation modeling (SEM) was used in the related hypotheses. The findings indicate that PT is an important antecedent of PL, and PS has no direct relationship with PL. It is worth noting that PS can lead to PL with PT as the mediating variable. The survey results will help public hospital managers to formulate effective strategies and provide a basis for studying PL. The research will prompt hospital managers to pay attention to the factors which contribute to PS, PT, and PL, and maintain the loyalty of patients to medical institutions. This study is one of the few studies on the relationship between PS, PT, and PL in Chinese public hospitals, and it also explores the direct and indirect effects of PT on PL. The results have practical implications for the Chinese healthcare industry.

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Analisis Perbedaan Pengaruh Kepuasan terhadap Kepercayaan dan Loyalitas Pasien

Telaah Bisnis ◽

10.35917/tb.v16i1.27 ◽

2016 ◽

Vol 16 (1) ◽

Author(s):

Raditya Sukmana ◽

Ririn Tri Ratnasari

Keyword(s):

Patient Satisfaction ◽

Quantitative Research ◽

Total Sample ◽

Research Approach ◽

Patient Trust ◽

Moderator Variable ◽

Patient Loyalty ◽

Analysis Technique ◽

Hospital Patients ◽

And Gender

Abstract This study aims to determine that the effect on patient satisfaction and patient trust in RSI and RKZ. Effect on patient satisfaction and loyalty in RKZ and RSI, and patients’ trust effect on patient loyalty in RSI and RKZ. The approach will be used for this research is a quantitative research approach. The population in this study were patients who take medication and inpatient treatment at the Islamic Hospital and in RKZ Vincent’s Hospital for more than 1 (one) week in the period June to August. The number of total sample of 100 patients, divided into two, namely 50 Islamic Hospital patients and 50 patients in RKZ Vincent Hospital. The way sampling is purposive sampling. The analysis technique used in this research is path analysis.These results indicate that the effect on patient satisfaction and patient trust in RSI and RKZ. Effect on patient satisfaction and loyalty in RKZ and RSI, and patients’ trust effect on patient loyalty in RSI and RKZ. Suggestions for the management of Islamic Hospital, should have to pay attention to the complaints of patients and the need to respond quickly to patient complaints regarding jenguk limited hours and take turns. For further research, research must be done by inserting a variable level of knowledge of religion and gender as a moderator variable.

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