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Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

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  • Tariq Rafi
  • Muhammad Khalique
  • Siddiqui, Sulaman Hafeez

Abstract

&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.

Suggested Citation

  • Tariq Rafi & Muhammad Khalique & Siddiqui, Sulaman Hafeez, 2020. "Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness," Journal of Accounting and Finance in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 6(1), pages 237-250, March.
    • Handle: RePEc:src:jafeec:v:6:y:2020:i:1:p:237-250
    DOI: http://doi.org/10.26710/jafee.v6i1.1081
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    Cited by:

    1. Dahao Zhang & Guojun Zhang & Chunshan Zhou, 2021. "Differences in Accessibility of Public Health Facilities in Hierarchical Municipalities and the Spatial Pattern Characteristics of Their Services in Doumen District, China," Land, MDPI, vol. 10(11), pages 1-17, November.

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