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Title Impact of Service Quality on Patient Satisfaction and Loyalty, Testing a Moderated -Mediation Model with Price, Communication and Access as Moderators and Patient Satisfaction as Mediator. ( An empirical study in the Private Sector Hospitals of Faisalabad)

Author(s) Muhammad Shafiq

Abstract The research was conducted to evaluate the impact of service quality on patient satisfaction and loyalty. The research was also intended to explore the mediating role of patient satisfaction and the moderating role of price, communication and access between the relationship of the service quality and patient satisfaction. The data was collected from the patients of the private hospitals located in Faisalabad. About 650 questionnaires were distributed out of which, 551 questionnaires were retrieved back. A conveniencesampling technique was used to collect the data. The findings of the research suggested that the patient satisfaction significantly mediates the relationship between service quality and patient loyalty while, price (negatively significant), communication and access (positively significant) moderates the relationship existing between service quality and patient satisfaction. This study is a significant contribution in the domain of healthcare management and it has multiple implications at the managerial level, organizational level and academic level. The research also suggested the future directions for further research and can also be utilized for the future study for enhancement objective of service quality with the patient satisfaction with the mediating and moderating impact of some other factors to study the existing relationships between them. Keywords: Service quality, Patient satisfaction, Patient loyalty, Price, Communication, Access to the healthcare facility

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Management Sciences

Language English

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Subject Marketing

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