The role of Satisfaction predictors in determining Revisit Intentions  of patients in Private Health Institutions of Pakistan

Ahmad Waheed Akhtar; Nida Kamal; Noor Ul Haya Adnan; Hina Samdani

doi:10.33897/fujbe.v9i1.882

Ahmad Waheed Akhtar Ambassador, Abbott Laboratories, Islamabad
Nida Kamal Assistant Professor, Bahria Business School, Bahria University, Islamabad
Noor Ul Haya Adnan Manager Quality Assurance, Foundation University, Islamabad
Hina Samdani Senior Assistant Professor, Bahria Business School, Bahria University, Islamabad

DOI: https://doi.org/10.33897/fujbe.v9i1.882

Keywords: Patient Satisfaction, Revisit Intention, Service Quality, Healthcare sector of Pakistan, SERVQUAL Model.

Abstract

This study is conducted to investigate the relationship of patient satisfaction with service quality and revisit intention of patients in private hospitals of Pakistan. The research was conducted by quantitative and cross-sectional survey-based method, where 334 responses were collected through convenience sampling technique from patients and attendants visiting the private hospitals in Pakistan. The data was analysed using SEM-PLS. Results revealed that patient satisfaction levels mediate the relationship between service quality parameters and revisit intentions of patients in private healthcare sector of Pakistan. This study contributes in helping the healthcare policy makers in adopting patient-centric structures for betterment of their service quality and enhancing patient satisfaction, eventually increasing the revisit intentions.