The Impact of Service Attitude of Medical Staff on Patient Satisfaction and the Mediating Effect of Patient Commitment

Guanghua Tian; Indang Ariati Binti Ariffin; Jacquline Tham

doi:10.54097/wcqsy861

Authors

Guanghua Tian
Indang Ariati Binti Ariffin
Jacquline Tham

DOI:

https://doi.org/10.54097/wcqsy861

Keywords:

Primary Medical Institutions, Service Attitude, Patient Commitment, Patient Satisfaction, Mediating Effect

Abstract

This study aims to investigate the impact of service attitude of medical staff on patient satisfaction, as well as the mediating role of patient commitment in this relationship. The research was conducted with a sample of 1092 outpatients in Anhui province, China. Data were collected through a questionnaire method between 14 Mar 2024 to 15 Apr 2024. The data analysis employed descriptive statistical methods, exploratory factor analysis, reliability analysis, and the path coefficient method to ascertain the hypotheses. The findings of this study indicate that service attitude significantly influences both patient satisfaction and patient commitment, and patient commitment significantly influences patient satisfaction. Additionally, another key outcome of this research is the identification of a mediating effect of patient commitment on the relationship between service attitude and patient commitment. The findings offer valuable theoretical insights and practical guidance for the development and management of primary medical institutions in China.

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