The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention

Akbolat M., Sezer C., Ünal Ö., Amarat M.

Health Marketing Quarterly, vol.38, no.1, pp.12-22, 2021 (Scopus) identifier identifier

  • Nəşrin Növü: Article / Article
  • Cild: 38 Say: 1
  • Nəşr tarixi: 2021
  • Doi nömrəsi: 10.1080/07359683.2021.1947080
  • jurnalın adı: Health Marketing Quarterly
  • Jurnalın baxıldığı indekslər: Scopus, Academic Search Premier, IBZ Online, ABI/INFORM, Abstracts in Social Gerontology, Business Source Elite, Business Source Premier, CINAHL, Communication & Mass Media Index, EMBASE, MEDLINE, Psycinfo
  • Səhifə sayı: pp.12-22
  • Açar sözlər: Health service, intention of advice, patient experiences, patient satisfaction, SEM analysis, word of mouth
  • Açıq Arxiv Kolleksiyası: Məqalə
  • Adres: Bəli

Qısa məlumat

The purpose of this study is to find out whether patient experiences of examinations affect their word-of-mouth (WOM) intention and to identify the role of patient satisfaction with the physician in this effect. Data were collected via survey form (N = 1,100). Descriptive statistical methods, reliability analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling were used in the data analysis. According to the result of the study, patient visit experiences had a positive effect on patient satisfaction with the physician, and WOM intention and patient satisfaction with the physician played a mediating role in this effect.