2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan
| Format: | General Document |
|---|
| _version_ | 1860798359331143680 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection8791 |
| copyright | Copyright©PWB2026 |
| country | Malaysia |
| date | 2025-08-24 |
| format | General Document |
| id | 17454 |
| institution | UniSZA |
| originalfilename | ENHANCING PATIENT REVISIT INTENTION THE ROLE OF SERVICE QUALITY, SATISFACTION AND ALTERNATIVE ATTRACTIVENESS OF PRIVATE HOSPITAL IN PAKISTAN (PHD_2025).pdf |
| person | Abdul Rauf |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=17454 |
| sourcemedia | Server storage Scanned document |
| spelling | 17454 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=17454 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection8791 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.7 Microsoft® Word 2019 251 Public Access Server storage Scanned document Universiti Sultan Zainal Abidin Universiti Sultan Zainal Abidin Customer Satisfaction Service Quality Dissertations, Academic Copyright©PWB2026 Thesis 2025-08-24 Abdul Rauf Patient Revisit Intention Alternative Attractiveness Theory of Planned Behavior (TPB) Private Hospitals Pakistan (Punjab) Sequential Mediation Patient Retention Structural Equation Modeling (AMOS) Medical care -- Quality control -- Pakistan Patient satisfaction -- Pakistan Consumer behavior -- Pakistan Health services accessibility -- Pakistan Sequential analysis 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan Quality of healthcare services is an imperative goal for every healthcare service provider that might contribute to the patient's emotions and behavioral intentions. Existing literature suggests that models from developed countries may not be suitable for emerging countries, underscoring the importance of considering patients' perspectives. Therefore, the current study aims to investigate the effect of service quality on patients' revisit intention in Pakistan's private hospitals. This investigation utilizes the Theory of Planned Behavior and explores the sequential mediating roles of customer satisfaction and alternative attractiveness. The current study employed a quantitative method with a deductive approach, and questionnaires were used to collect data from 468 inpatients from private hospitals in Punjab, Pakistan, through a multistage random sampling technique. The questionnaire was validated through Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) using AMOS 28.0 to test higher-order constructs. The present study results revealed that service quality (responsiveness and assurance) is more positively and significantly related to customer satisfaction. The result of the current study helps to understand the complex interplay among internal (customer satisfaction) and external (alternative attractiveness) factors that influence the patients' decisions. The results also revealed that there is a strong sequential mediational effect on patient revisit intention while considering the full path. This study highlighted that patient satisfaction is more challenging than customer satisfaction in other sectors due to the sensitivity to services and the patient's vulnerability. The present research contributes to the body of knowledge by offering a novel perspective of sequential mediation and its application in emerging healthcare settings in Pakistan. The practical perspective emphasizes making actionable strategies for administrators to build trust, enhance service quality, and increase patient retention. Additionally, a rigorous framework improves patient outcomes by highlighting the challenges faced by Pakistan's private healthcare sector. Findings are pertinent for both healthcare practitioners and policymakers for directing the reinforcement of the healthcare settings in Pakistan. uuid:959A5DF1-EB2F-43FC-A3C8-9A51A1D64C78 ENHANCING PATIENT REVISIT INTENTION THE ROLE OF SERVICE QUALITY, SATISFACTION AND ALTERNATIVE ATTRACTIVENESS OF PRIVATE HOSPITAL IN PAKISTAN (PHD_2025).pdf Hospital care |
| spellingShingle | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| state | Terengganu |
| subject | Dissertations, Academic Medical care -- Quality control -- Pakistan Patient satisfaction -- Pakistan Consumer behavior -- Pakistan Health services accessibility -- Pakistan Sequential analysis Hospital care |
| summary | Quality of healthcare services is an imperative goal for every healthcare service provider that might contribute to the patient's emotions and behavioral intentions. Existing literature suggests that models from developed countries may not be suitable for emerging countries, underscoring the importance of considering patients' perspectives. Therefore, the current study aims to investigate the effect of service quality on patients' revisit intention in Pakistan's private hospitals. This investigation utilizes the Theory of Planned Behavior and explores the sequential mediating roles of customer satisfaction and alternative attractiveness. The current study employed a quantitative method with a deductive approach, and questionnaires were used to collect data from 468 inpatients from private hospitals in Punjab, Pakistan, through a multistage random sampling technique. The questionnaire was validated through Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) using AMOS 28.0 to test higher-order constructs. The present study results revealed that service quality (responsiveness and assurance) is more positively and significantly related to customer satisfaction. The result of the current study helps to understand the complex interplay among internal (customer satisfaction) and external (alternative attractiveness) factors that influence the patients' decisions. The results also revealed that there is a strong sequential mediational effect on patient revisit intention while considering the full path. This study highlighted that patient satisfaction is more challenging than customer satisfaction in other sectors due to the sensitivity to services and the patient's vulnerability. The present research contributes to the body of knowledge by offering a novel perspective of sequential mediation and its application in emerging healthcare settings in Pakistan. The practical perspective emphasizes making actionable strategies for administrators to build trust, enhance service quality, and increase patient retention. Additionally, a rigorous framework improves patient outcomes by highlighting the challenges faced by Pakistan's private healthcare sector. Findings are pertinent for both healthcare practitioners and policymakers for directing the reinforcement of the healthcare settings in Pakistan. |
| title | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| title_full | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| title_fullStr | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| title_full_unstemmed | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| title_short | 2025_Enhancing Patient Revisit Intention: The Role of Service Quality, Satisfaction and Alternative Attractiveness of Private Hospital In Pakistan |
| title_sort | 2025_enhancing patient revisit intention: the role of service quality, satisfaction and alternative attractiveness of private hospital in pakistan |