Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics
This study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the gene...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2022-07-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.856750/full |
| _version_ | 1828373928516517888 |
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| author | Yun Ai Muhammad Khalilur Rahman Muhammad Khalilur Rahman Md. Shah Newaz Md. Abu Issa Gazi Md. Atikur Rahaman Abdullah Al Mamun Xia Chen |
| author_facet | Yun Ai Muhammad Khalilur Rahman Muhammad Khalilur Rahman Md. Shah Newaz Md. Abu Issa Gazi Md. Atikur Rahaman Abdullah Al Mamun Xia Chen |
| author_sort | Yun Ai |
| collection | DOAJ |
| description | This study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the general practice clinics in Malaysia. SmartPLS statistical tool was used to test the underlying hypotheses. The results revealed that ambiance, service delivery, interior decor, and cleanliness had a significant influence on patients' trust and satisfaction while the exterior design is neither associated with satisfaction nor trust. Patients' satisfaction and trust had a higher significant effect on their repatronage intention, willingness to pay for a premium healthcare service, and engagement in word-of-mouth for healthcare services. In practice, both the service delivery and ambiance features of the healthcare services environment might be optimized by GP clinics. This research provides significant insights from the patients' perspective toward the GP clinics' healthcare services environment. |
| first_indexed | 2024-04-14T07:25:48Z |
| format | Article |
| id | doaj.art-c5a8e79cef4b4b45859020f89caf6f4c |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-04-14T07:25:48Z |
| publishDate | 2022-07-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-c5a8e79cef4b4b45859020f89caf6f4c2022-12-22T02:06:01ZengFrontiers Media S.A.Frontiers in Psychology1664-10782022-07-011310.3389/fpsyg.2022.856750856750Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinicsYun Ai0Muhammad Khalilur Rahman1Muhammad Khalilur Rahman2Md. Shah Newaz3Md. Abu Issa Gazi4Md. Atikur Rahaman5Abdullah Al Mamun6Xia Chen7School of Sociology and Psychology, Central University of Finance and Economics, Beijing, ChinaFaculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, MalaysiaAngkasa-Umk Research Academy (AURA), Universiti Malaysia Kelantan, Pengkalan Chepa, MalaysiaDepartment of International Business, Independent University Bangladesh, Dhaka, BangladeshSchool of Management, Jiujiang University, Jiujiang, ChinaSchool of Management, Jiujiang University, Jiujiang, ChinaUKM-Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi, MalaysiaSchool of Management, Jiujiang University, Jiujiang, ChinaThis study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the general practice clinics in Malaysia. SmartPLS statistical tool was used to test the underlying hypotheses. The results revealed that ambiance, service delivery, interior decor, and cleanliness had a significant influence on patients' trust and satisfaction while the exterior design is neither associated with satisfaction nor trust. Patients' satisfaction and trust had a higher significant effect on their repatronage intention, willingness to pay for a premium healthcare service, and engagement in word-of-mouth for healthcare services. In practice, both the service delivery and ambiance features of the healthcare services environment might be optimized by GP clinics. This research provides significant insights from the patients' perspective toward the GP clinics' healthcare services environment.https://www.frontiersin.org/articles/10.3389/fpsyg.2022.856750/fullsatisfactiontrusthealthcare serviceword-of-mouthclinic |
| spellingShingle | Yun Ai Muhammad Khalilur Rahman Muhammad Khalilur Rahman Md. Shah Newaz Md. Abu Issa Gazi Md. Atikur Rahaman Abdullah Al Mamun Xia Chen Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics Frontiers in Psychology satisfaction trust healthcare service word-of-mouth clinic |
| title | Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics |
| title_full | Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics |
| title_fullStr | Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics |
| title_full_unstemmed | Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics |
| title_short | Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics |
| title_sort | determinants of patients satisfaction and trust toward healthcare service environment in general practice clinics |
| topic | satisfaction trust healthcare service word-of-mouth clinic |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.856750/full |
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