Ghali Zohra, Garrouch Karim, Aljasser Abdulrahman
Department of Business Administration, College of Administrative and Financial Sciences, Saudi Electronic University, Riyadh 93499, Saudi Arabia.
Master in Business Administration, Saudi Electronic University, Riyadh 93499, Saudi Arabia.
Healthcare (Basel). 2023 Aug 18;11(16):2336. doi: 10.3390/healthcare11162336.
In an era of growing competition in the healthcare market, adopting a patient-centered approach is mandatory for the survival and growth of any public or private hospital. This requires a better understanding of patients' behavior and an increased focus on satisfying their needs and expectations. This paper was developed in this context and aims to study the main drivers of patients' behavioral intentions. A conceptual model was proposed, highlighting the linkages between service quality, doctors' reputation, patients' trust, service value, and patients' behavioral intentions. To examine the different research hypotheses, a quantitative study including 242 patients was conducted in Saudi Arabia using the convenience sampling method. The smart PLS approach was used to test the measurement and structural models. The findings indicated that trust and service value positively affected patients' behavioral intentions. Trust in the healthcare provider was positively affected by two dimensions of service quality: healthcare provider concern and physician concern. Trust in doctors was found to be positively related to the reputation of the doctor. Service value was positively influenced by the convenience of the healthcare process, healthcare provider concerns, and doctors' reputations. This study is original because it is among the few studies that investigate patients' behavioral intentions toward healthcare services in a developing country (Saudi Arabia). Furthermore, it is among the rare studies to examine the role of doctors' reputations in service values. The findings would offer meaningful implications for practitioners in the healthcare market for maintaining relationships with their patients.
在医疗保健市场竞争日益激烈的时代，任何公立或私立医院若想生存和发展，采用以患者为中心的方法是必不可少的。这需要更好地理解患者的行为，并更加注重满足他们的需求和期望。本文正是在此背景下撰写的，旨在研究患者行为意图的主要驱动因素。提出了一个概念模型，突出了服务质量、医生声誉、患者信任、服务价值和患者行为意图之间的联系。为了检验不同的研究假设，在沙特阿拉伯采用便利抽样法对242名患者进行了定量研究。使用Smart PLS方法对测量模型和结构模型进行了检验。研究结果表明，信任和服务价值对患者的行为意图有积极影响。对医疗服务提供者的信任受到服务质量两个维度的积极影响：医疗服务提供者关怀和医生关怀。发现对医生的信任与医生的声誉呈正相关。服务价值受到医疗过程便利性、医疗服务提供者关怀和医生声誉的积极影响。本研究具有创新性，因为它是少数在发展中国家（沙特阿拉伯）调查患者对医疗服务行为意图的研究之一。此外，它也是少数研究医生声誉在服务价值中作用的研究之一。研究结果将为医疗保健市场的从业者在维护与患者关系方面提供有意义的启示。
