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Examining the effect of servicescape, perceived service quality and emotional satisfaction on hospital image

Examining the effect of servicescape, perceived service quality and emotional satisfaction on... Emotions have been extensively studied in hedonic service sectors but not in utilitarian service sectors. This study aims to address this gap by examining how hospitals’ Servicescape influences the Emotional Satisfaction of their customers, their perception of Service Quality and its subsequent effect on Hospital Image.Design/methodology/approachData were collected from 220 respondents from corporate hospitals in the National Capital Territory of Delhi and the neighboring cities of Noida and Gurgaon. The reliability and validity of the scale were established and the relationship among the constructs was tested by structural equations modeling.FindingsResults show that all dimensions of Servicescape, i.e. ambient factors, design factors and social factors have a positive impact on both Emotional Satisfaction and Perceived Service Quality. However, between Emotional Satisfaction and Perceived Service Quality, only Emotional Satisfaction had a positive impact on Hospital Image.Research limitations/implicationsThe results of this study can help researchers in understanding the role of Servicescape in the health-care industry.Originality/valueThe results emphasize that hospitals should seek to understand their patients’ perceptions particularly focusing on their emotional reactions to enhance their brand image. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Pharmaceutical and Healthcare Marketing Emerald Publishing

Examining the effect of servicescape, perceived service quality and emotional satisfaction on hospital image

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1750-6123
DOI
10.1108/ijphm-04-2020-0026
Publisher site
See Article on Publisher Site

Abstract

Emotions have been extensively studied in hedonic service sectors but not in utilitarian service sectors. This study aims to address this gap by examining how hospitals’ Servicescape influences the Emotional Satisfaction of their customers, their perception of Service Quality and its subsequent effect on Hospital Image.Design/methodology/approachData were collected from 220 respondents from corporate hospitals in the National Capital Territory of Delhi and the neighboring cities of Noida and Gurgaon. The reliability and validity of the scale were established and the relationship among the constructs was tested by structural equations modeling.FindingsResults show that all dimensions of Servicescape, i.e. ambient factors, design factors and social factors have a positive impact on both Emotional Satisfaction and Perceived Service Quality. However, between Emotional Satisfaction and Perceived Service Quality, only Emotional Satisfaction had a positive impact on Hospital Image.Research limitations/implicationsThe results of this study can help researchers in understanding the role of Servicescape in the health-care industry.Originality/valueThe results emphasize that hospitals should seek to understand their patients’ perceptions particularly focusing on their emotional reactions to enhance their brand image.

Journal

International Journal of Pharmaceutical and Healthcare MarketingEmerald Publishing

Published: Oct 27, 2021

Keywords: Servicescape; Perceived service quality; Emotional satisfaction; Hospital image

References