The linkage between Hospital Service Quality Factors and Cancer Patient Satisfaction: A Moderating Role of Price Perception

Abstract

Purpose: Hospitals should prioritise fostering a positive experience for patients, as they are the valued customers of the healthcare industry. Thus, this study aims to investigate the impact of service quality factors, such as interaction quality, hospital admission process, and safety and privacy, on patient satisfaction, with trust playing a mediating role. This study also examined the moderating role of price perception. This study employed a quantitative research approach. Methodology: Data was gathered from patients at hospitals in Saudi Arabia through the use of a questionnaire. The questionnaire was created based on a thorough review of existing literature. Participants were selected using purposive sampling. The data from the study was analysed using SPSS. Findings: The study’s findings indicate that factors such as the hospital admission process, safety and privacy measures, and the quality of interactions with healthcare providers have a positive impact on patients’ trust. In addition, trust plays a crucial role in determining satisfaction. The relationship between trust and satisfaction is influenced by how customers perceive the price. The results of the study further validate the role of price as a mediating factor. The study thoroughly examines the limitations and potential future directions. The research findings are valuable for policymakers in the hospital sector in KSA.