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Sefnedi, S., & Utami, W. (2022). Hospital Service Quality and Behavioral Compliance: The Role of Patient Satisfaction as Mediator. KnE Social Sciences, 7(6), 206–212. https://doi.org/10.18502/kss.v7i6.10623

https://doi.org/10.18502/kss.v7i6.10623

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authors

  • Sefnedi Sefnedi

    Sefnedi Sefnedi

    Faculty of Business and Economics of Universitas Bung Hatta, Padang, Indonesia
  • Wiry Utami

    Wiry Utami

    Faculty of Business and Economics of Universitas Bung Hatta, Padang, Indonesia

Published Date

  • Mar 22, 2022

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

KnE Social Sciences / The Second Economics, Law, Education and Humanities International Conference (ELEHIC-2021) / Pages 206–212

Abstract




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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