Open Access
Review
SciPap-1611
The Patient Experiential Quality Model Scale Development and Validation
by
Armanu Armanu 1,*, Risna Wijayanti, Wijayanti 2 
, Ananda Sabil Hussein 3 and Lisan Sediawan 4
1 Management, Faculty of Economics and Business, Veteran, malang 65142, Indonesia
2 Management, Faculty of Economics and Business, Universitas Brawijaya, Veteran, malang 65142, Indonesia
3 Management, Faculty of Economics and Business, Universitas Brawijaya, Veteran, malang 65142, Indonesia
4 Public Healthly, STIKES Widyagama Husada, Taman Borobudur indah no 3, Malang 65142, Indonesia
* Authors to whom correspondence should be addressed.
Abstract: Patient Experiential Quality is an important dimension in the quality of care in hospitals, because poor quality cause visible and invisible cost. With this respect, the present study aims at identifying the dimensions of patient experiential quality and examining the interrelationships among patient experiential quality, patient satisfaction, patient trust, revisit intention, and word of mouth. It also examines the scale’s ability to forecast experiential quality outcomes. The data are collected from mix method study and three different field studies of healthcare patients in two different health care contexts, namely maternity and pediatric clinics. Patient experiential quality is found to conform to the structure of the hierarchical model in all three phaeses. This study identifies five primary dimensions, perceived service quality, interpersonal quality, technical quality, environment quality and administrative quality, which in turn are found to drive experiential quality perceptions. The findings also support that patient experiential quality has a significant impact on revisit intention and word of mouth and that experiential quality mediates the relationship between patient satisfaction and trust. In addition, the results indicate that outcome quality is identified as the most primary dimension of patient experiential quality perceived by maternity and pediatric clinics.
Keywords: Patient Experiential Quality, Patient Satisfaction, Patient Trust, Patient Loyalty
JEL classification: A10 - General
Received: 28 October 2022 / Revised: 28 March 2023 / Accepted: 28 March 2023 / Published: 17 June 2023
