Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

  • Tariq Rafi Jinnah Post Graduate Medical Centre, Pakistan
  • Muhammad Khalique Assistant Professor,MUST Business School (MBS) Mirpur University of Science and Technology(MUST), Mirpur Azad Jammu and Kashmir, Pakistan
  • Sulaman Hafeez Siddiqui Lecturer Department of Management Sciences, The Islamia University of Bahawalpur, Bahawalpur, 63100 Pakistan.
Keywords: Nursing Service Quality, Hospital Facilities Quality, Emotional Exhaustion, Organizational Citizenship Behavior, Patient Satisfaction


 The aim of the present study is to determine the effects of hospital service qualities on patient satisfaction in the healthcare sector of Pakistan. By using the non-probability sampling, 292 sample was gathered. Emotional exhaustion, organizational citizenship behavior, hospital and nurses facilities were used as predictors and trustworthiness was used as a moderator. The results from structural equation modeling revealed that hospital facilities quality and OCB have been found positively significant while nursing service quality and emotional exhaustion have been found insignificant in relation with patient satisfaction. Moreover, trustworthiness does not moderates any relationship in the structural model. The study concluded that the staff allocated is manifesting form of behavioral citizenship structured by cultural decorum and locally acceptable norms. Alongside citizenship, high quality miscellaneous supportive provisions comprising of sufficient backup equipment, medical apparatus and tools as well as the regular maintenance of utilities stand as considerable satisfaction determining aspects for patients. The cognitive dimensions in the form of trust structuring attributes don’t really add much to the contributions of facilities and citizenship found in hospitals.


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Author Biographies

Tariq Rafi, Jinnah Post Graduate Medical Centre, Pakistan

Jinnah Post Graduate Medical Centre, Pakistan

Muhammad Khalique, Assistant Professor,MUST Business School (MBS) Mirpur University of Science and Technology(MUST), Mirpur Azad Jammu and Kashmir, Pakistan

Assistant Professor,MUST Business School (MBS) Mirpur University of Science and Technology(MUST), Mirpur Azad Jammu and Kashmir, Pakistan

Sulaman Hafeez Siddiqui , Lecturer Department of Management Sciences, The Islamia University of Bahawalpur, Bahawalpur, 63100 Pakistan.
Lecturer, Department of Management Sciences, The Islamia University of Bahawalpur, Bahawalpur, 63100


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How to Cite
Tariq Rafi, Muhammad Khalique, & Siddiqui, S. H. (2020). Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness . Journal of Accounting and Finance in Emerging Economies, 6(1), 237-250.