Effects of Patient-Centered Care on Revisit Intention and Roles of Service Quality, Satisfaction and Trust as Transmitting Factors in Specialty Medical Clinic
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Abstract
BACKGROUND: Specialty medical clinic is a private health care that cannot admit patients. Revisit intention is very important for service business including Specialty medical clinic. Therefore, the causal factors of revisit intention are studied.
OBJECTIVES: The importance of Patient-centered Care, Service Quality, Satisfaction, Trust and Revisit Intention in Specialty medical clinic. To study the influence of Patient-centered Care to Revisit Intention in Specialty medical clinic. To study the influence of Patient-centered Care to Revisit Intention mediated Service Quality, Satisfaction, Trust of Patients in Specialty medical clinic.
METHODS: Quantitative methods with Questionaire. The sample group consists of 305 patients who visit the Specialty medical clinic more than 1 time during 2 years. The data was analysed using a descriptive statistic with Structural equation modeling of ADANCO and Sobel’s test program.
RESULTS: All factors had the high level of feedback. Trust factor had the highest associated level follow by Satisfaction, Patient-centered Care, Service Quality and Revisit Intention. Patient-centered Care had influence directly to Revisit Intention (Loading factor=0.73). After using mediator and associative variable, loading factor=0.04, non statistically significant (p=0.50). The result on indirectly influence of chain (3 ways), we found Patient-centered Care mediate Satisfaction to Revisit Intention was the highest level followed by Patient-centered Care mediate Service Quality to Revisit Intention. The least level was Patient-centered Care mediate Trust to Revisit Intention (Sobel’s test=5.99, 3.06, 2.08 statistically significant).
CONCLUSIONS: Satisfaction, Service Quality and Trust are 3 variables that played a full mediation role in transmitting influence of Patient-Centered Care to Revisit Intention.
Thaiclinicaltrials.org number, TCTR20220316004
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