ABSTRACT

Purpose: The aim of this research was to investigate the factors which influences the patient satisfaction in the context healthcare sector. To accomplish this objective this research tests the direct relationship of functional quality of hospital and preventive healthcare with the satisfaction with healthcare services. Moreover, this research further explores the direct relationship of functional quality of hospital and patients’ satisfaction with healthcare services by using hospital anxiety and depression as a moderator and preventive healthcare as a mediator. Method: An overall sample of 146 outpatients from different hospitals was selected using chance sampling. Data was collected by using a standardized questionnaires and then Stata’s SEM approach was used to assess the relationships of variable. Findings: Findings of this research indicated that there is a positive and significant relationship exists among the functional quality of hospital, preventive healthcare, and the satisfaction with healthcare services. Moreover, findings support the proposed moderation and mediation hypotheses by explaining that there is a significant relationship exists among these paths. It verifies that hospital anxiety and depression have a significant moderating effect and preventive healthcare has a significant mediating effect in the direct relationship. Originality/Implications: This study found that operational excellence, proactive preventive measures, and sensitive mental health treatment affect Saudi Arabian healthcare patient satisfaction. These findings can help healthcare practitioners, policymakers, and administrators enhance patient-centered care and regional healthcare delivery.