Purpose: This study takes a divergent approach to exploring which construct is more predictive of patient satisfaction (SAT) in a service dominant economy within the context of a healthcare setting.
Design/methodology/approach: Applying a critical analysis of literature, a service value (SV) model for customer SAT is proposed in this study, which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital - a world class specialist hospital based in the UK.
Findings: Quality of service had the strongest impact on SV but SV had the strongest impact and mediation effect on patient SAT.
Research limitations/implications: The study concludes that since SV rather than quality of service is more predictive of patient SAT, health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.
Practical implications: Health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.
Social implications: This poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.
Originality/value: This is the first study exploring the inter-relationship of four constructs of patient SAT within the context of a leading major UK healthcare hospital service.
Keywords: Customer orientation; Healthcare services; Patient satisfaction; Performance; Quality of service; Service value.
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