Hospital Service Quality and Behavioral Compliance: The Role of Patient Satisfaction as Mediator


The notion of behavioral compliance in the healthcare sector has been getting attention from academics and practitioners. However, the determinants of behavioral compliance are still debated. This study was conducted to investigate the impact of patient satisfaction as a mediator on the relationship between hospital service quality and behavioral compliance. The results revealed that hospital service quality had a significant effect on patient satisfaction and behavioral compliance. Furthermore, behavioral compliance was positively explained by patient satisfaction. Interestingly, this study demonstrated that patient satisfaction mediated the hospital service quality and behavioral compliance relationship.

Keywords: hospital service quality, patient satisfaction, behavioral compliance

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