Elucidating The Role of Consumer Experience in Transforming Modern Healthcare Services

Abstract

Modern healthcare arena is witnessing a tectonic shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that emerge from this shift by leveraging patient experience (PX) as an antecedent of patient engagement (PG) to assess resulting satisfaction and behavioural intention (BI). A covariance-based structural equation modelling (CB-SEM) was executed on 304 patient data to empirically confirm the theoretical assertions. The key finding of this study concerns the formation of a higher-order PX factor that positively influences PG, while patient satisfaction partially mediated the relationship between PG and BI