Functional Quality and Patient Satisfaction: The Role of Trust and Communication

Abstract

Purpose: This research investigates the effect of functional quality on patient satisfaction, mediated by trust in the doctor and moderated by effective communication. By combining service quality, trust, and communication theories, this study offers a complete picture of the determinants of patient experiences in healthcare environments. Method: A quantitative research design was utilized, gathering information from 214 patients who had recently engaged with healthcare services. A standardized questionnaire was applied, using scales drawn from existing research to assess functional quality, trust in the doctor, effective communication, and patient satisfaction. Smart-PLS, a variance-based structural equation modeling (SEM) software, was used for data analysis, examining the direct, mediating, and moderating effects in the suggested model. Findings: The findings validate that functional quality has positive effects on patient satisfaction. Doctor trust mediates this effect, highlighting the need to establish good patient-provider trust. Effective communication also moderates the effect of functional quality on satisfaction, proving that empathetic and clear communication improves patient experiences. Originality/Implications: This research adds to the current service quality literature by incorporating trust and communication as primary mechanisms of healthcare satisfaction. The results offer practical implications for healthcare providers and policymakers, highlighting the importance of quality service, trust-building practices, and better communication practices in improving patient satisfaction.