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Service Encounter Quality and Patients’ Loyalty: The Moderated Mediation Role of Gender Difference and Patient Satisfaction

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Service Encounter Quality and Patients’ Loyalty: The Moderated Mediation Role of Gender Difference and Patient Satisfaction


Bentum-Micah Geoffrey | Ma Zhiqiang | Wang Wenxin | Atuahene A. Sampson | Bondzie-Micah Victor | Moses A. Ameyaw



Bentum-Micah Geoffrey | Ma Zhiqiang | Wang Wenxin | Atuahene A. Sampson | Bondzie-Micah Victor | Moses A. Ameyaw "Service Encounter Quality and Patients’ Loyalty: The Moderated Mediation Role of Gender Difference and Patient Satisfaction" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5, August 2020, pp.406-416, URL: https://www.ijtsrd.com/papers/ijtsrd31818.pdf

Will a smiling worker make a distinction in a service conveyance, and do men and ladies assess emotional signals differently in a practical service experience setting? The literature suggests a supportive emotional presentation of consumer reactions to service experiences, but the effect on these evaluations of sexual orientation (gender) remains hazy. The main aim of this analysis was to evaluate the interceding effect of customer satisfaction on the relationship between quality of service experience and patient experience loyalty, as well as the directing role of sexual orientation (gender) in driving such impact. The study was anchored on the service encounter needs theory with literature from preceding studies used to develop a conceptual model and hypotheses which were tested using statistical techniques. The study employed a path-modelling analysis approach with a cross-sectional research design. Sampling was done via census sampling technique and a sample of (562) hospital out-patients from four leading private hospitals in Ghana drawn and used in the study. The results showed that the influence of service encounter quality on patient loyalty was partially mediated by patient satisfaction (ß = 0.116; t-value = 1.956; p= 0.051) and that there was a direct relationship between service encounter quality and customer satisfaction (ß = 0.825; t-value = 20.092; p= 0.000) moderated by the gender of the patients (ß = 0.300; t-value = 4.954; p= 0.000). Patients expect that a service is performed right without errors the very first time its encountered, therefore, the hospital management must ensure their staff are competent and that other facilities that enhance patients experience during it service delivery do meet the patient’s expectations. It’s recommended that policy makers and management of private hospitals in Ghana should improve on service encounter quality and actively pay attention to patients’ expectations especially with their gender as a factor. Future research can moreover be coordinated at the consideration of other varied components; age, education, salary, conjugal status, occupation etc. in one integrated study in an attempt to offer additional enlightenment and explanations in regards to the quality of service encounters, patients’ expectations, perceptions and satisfaction in the hospital sub-sector.

Service Encounter Quality (SEQ), Gender, Patient Satisfaction, Patient Loyalty, Healthcare Delivery


IJTSRD31818
Volume-4 | Issue-5, August 2020
406-416
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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