A Conceptual Model Framework: The Mediating Role of Service Quality Linking Patient Experience Management and Patient Satisfaction in Healthcare Services

Abstract

Introduction: Service quality plays an important role in shaping patient experience and satisfaction in healthcare service delivery. There has been increasing pressure on healthcare management to face high competition with the increase in patient flow and intensity, where the Healthcare sector always assist to maintain optimal health of people and improving the quality of life. Purpose: This study aims to develop a conceptual model framework that examines the relationship between Patient Experience Management and patient satisfaction within healthcare services through service quality. While numerous studies have explored patient satisfaction and experience, there remains a need to integrate these concepts within a unified framework. Design: study grounded in an extensive literature review, adopts a conceptual approach on Patient Experience, Service-quality, Patient satisfaction and Healthcare quality care aspects. Findings: A well-structured conceptual model suggests that effective patient experience management positively influences patient satisfaction both directly and indirectly through service quality as a mediating variable. Conclusion: Additionally, this study contributes theoretically actionable insights for healthcare providers by managing multiple touchpoints of Patient experience to enhance patient satisfaction. It also emphasizes the importance of improving various dimensions of service quality to improve organizational excellence and achieve better patient outcomes. Originality/Value: This study contributes to the healthcare sector by offering a novel conceptual model that integrates service quality with patient experience management and patient satisfaction. It also provides a foundation for future empirical research to validate the proposed relationships.