The Patient Experiential Quality Model Scale Development and Validation

Abstract

Patient Experiential Quality is an important dimension in the quality of care in hospitals because poor quality cause visible and invisible cost. The aim of this paper is first to identify the dimensions of patient experiential quality, second to examine the interrelationships among patient experiential quality, patient satisfaction, patient trust, revisit intention, and word of mouth, and third to examine the scale’s ability to forecast experiential quality outcomes. The data are collected from mix method study and three different field studies of healthcare patients in two different health care contexts, namely maternity and paediatric clinics. Patient experiential quality is found to conform to the structure of the hierarchical model in all three phases. This study identifies five primary dimensions, perceived service quality, interpersonal quality, technical quality, environment quality and administrative quality, which in turn are found to drive experiential quality perceptions. The findings also support that patient experiential quality has a significant impact on revisit intention and word of mouth and that experiential quality mediates the relationship between patient satisfaction and trust. In addition, the results indicate that outcome quality is identified as the most primary dimension of patient experiential quality perceived by maternity and paediatric clinics.