Can Positive Emotions Predict Consumer Satisfaction in Adverse Services?

Author:

Akthar NahimaORCID,Nayak Dr. SmithaORCID,Pai P Dr. Yogesh

Abstract

Background Managing emotions during hospital visits is important to enhance patient satisfaction. The purpose of this paper is to explore the relationship between patients’ happiness and satisfaction through patients’ mood and perceived service quality at a healthcare setup. Methods This study was conducted in a tertiary care hospital located in coastal Karnataka during the period from November to December 2021. Primary data was collected through a structured questionnaire from 227 respondents. “Statistical Package for the Social Sciences (SPSS) 27.0” and “SmartPLS 3.0” software was used for data analysis. Results Hypotheses proposed in this study were examined by comparing the direct effect of patients’ happiness level on perceived service quality and the indirect effect of the level of patients’ happiness on patient satisfaction. The influence of all the exogenous latent variables namely, happiness, mood, perceived service quality, on the endogenous latent variable of patient satisfaction is estimated to be moderate (R2=62.5%). Conclusion This study empowers hospital managers to recognize how patient satisfaction is dependent on patients’ happiness. In order to enhance patient satisfaction, the quality of care provided by health services, human resources, and infrastructure must be improved. As a result, the entire service encounter can be made enjoyable to the customers by reducing the distress caused by adverse services. Managers can utilize the outcomes of the study to develop marketing strategies to influence patients’ emotions in the healthcare setup by modifying the servicescape elements.

Funder

Manipal Academy of Higher Education

Publisher

F1000 Research Ltd

Reference100 articles.

1. Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context.;J Aagja;Int. J. Pharm. Healthc. Mark.,2010

2. Health System for a New India: Building Blocks: Potential pathways to reforms.;N Aayog;National Institute for Transforming India.,2019

3. Measuring the perceive service quality in the Islamic banking system in Malaysia.;A Abedniya;Int. J. Bus. Soc. Sci.,2011

4. The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention.;M Akbolat;Health Mark. Q.,2021

5. The impact of service quality on patient satisfaction in the health care system: a comparative study.;N Akbulut;Saudi Journal of Business and Management Studies.,2016

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3