Analyzing health-care service environment with Malaysian general practice clinics

Bibliographic Data

ID21600965
AuthorsMunshi Khaledur Rahman (0000-0001-9057-9121, Universiti Malaysia Kelantan), Md Shah Newaz (0000-0002-7575-2093, Taylor's University), Mina Hemmati (0000-0003-3785-9321, University of Malaya), S M Yusuf Mallick, Swati Mallick (0000-0002-3636-2623, Independent University)
Year2021
Volume121
Issue3
Pages246-264
Publication date2021-02-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueHealth Education (JOURNAL)
Journal identifiersISSN: 0965-4283 • E-ISSN: 1758-714X
PublisherEmerald (PUBLISHER)
DOI10.1108/he-10-2020-0106
OpenAlexW3127446597
LanguageEN
Citations received2
References cited43

Purpose The purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for others for future treatment in GP clinics. Design/methodology/approach Data are collected from 367 respondents using a paper-based survey questionnaire. Partial least square (PLS) is used to evaluate the proposed model and hypotheses relationships. Findings The findings reveal that ambience and service delivery have a high significant influence on patients' emotional satisfaction ( β = 0.27, t = 4.31, p = 0.00) and ( β = 0.26, t = 4.81, p = 0.00), respectively, while interior décor has a positive and significant influence on satisfaction ( β = 0.13, t = 1.98, p = 0.04). The results indicate that exterior design and cleanliness are not associated with satisfaction. Patients' emotional satisfaction is highly related to WoM ( β = 0.55, t = 13.44, p = 0.00). The results also show that emotional satisfaction has a significant mediating effect on the relationship between clinic service environments (ambience, interior décor, service delivery) and WoM ( β = 0.15, t = 3.94, p = 0.00), ( β = 0.073, t = 3.94, p = 0.04), ( β = 0. 0.143, t = 4.13, p = 0.00), respectively. Originality/value The study will provide insights regarding Malaysian health consumers' perceptions toward GP clinics' service environment, whether they remain utilitarian or have evolved to entail hedonic appreciations. The contribution to the service environment could be adopted by future health-care studies, particularly those intended to examine GP clinics and other clinic-based institutions

Family medicine · Originality · Patient satisfaction · Perception · Service delivery framework · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Medicine · Nursing · Patient Satisfaction in Healthcare · Psychology · Social Psychology · Marketing

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