Can Positive Emotions Predict Consumer Satisfaction in Adverse Services?

Area of Science:

• Healthcare Management
• Patient Experience Research
• Service Quality Studies

Background:

• Patient satisfaction is crucial for healthcare success.
• Emotional well-being during hospital visits significantly influences patient perceptions.
• Understanding the link between happiness and satisfaction is vital for healthcare providers.

Purpose of the Study:

• To investigate the relationship between patient happiness and satisfaction.
• To explore the mediating roles of patient mood and perceived service quality.
• To provide insights for improving patient satisfaction in healthcare settings.

Main Methods:

• A quantitative study was conducted in a tertiary care hospital.
• Data was collected from 227 respondents using a structured questionnaire.
• Statistical analysis was performed using SPSS 27.0 and SmartPLS 3.0.

Main Results:

• Patient happiness directly influences perceived service quality.
• Patient happiness has an indirect effect on patient satisfaction.
• Happiness, mood, and service quality moderately explain patient satisfaction (R²=62.5%).

Conclusions:

• Hospital managers can enhance patient satisfaction by focusing on patient happiness.
• Improving healthcare services, human resources, and infrastructure is essential.
• Modifying servicescape elements can positively influence patient emotions and satisfaction.