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Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality

Author

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  • Muhammad Asif

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Arif Jameel

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Noman Sahito

    (Department of City & Regional Planning, Mehran University of Engineering & Technology, Jamshoro 76062, Pakistan)

  • Jinsoo Hwang

    (The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea)

  • Abid Hussain

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Faiza Manzoor

    (Department of Agricultural Economics and Management, School of Management, Zhejiang University, Hangzhou 310029, China)

Abstract

This paper aimed to investigate the relationships between participative leadership (PL), administrative quality (AQ), medical quality (MQ), and patient satisfaction (PS) using the Malcolm Baldrige National Quality Award Healthcare Criteria (MBNQA) criteria. The study further examined the intervening influence of administrative quality and medical quality on the relationship between participative leadership and patient satisfaction. The data was obtained from 123 public sector hospitals in Pakistan. We employed confirmatory factor analysis (CFA) and structural equation modeling (SEM) techniques to test the structural model. From the study results, we found significant and positive relationships between participative, administrative quality, medical quality, and patient satisfaction. In addition, our research found administrative quality and medical quality as potential mediators on PL-PS relation. Adopting participative leadership as an exogenous factor, and both administrative and medical quality as potential mediators of patient satisfaction, provided new insights into MBNQA criteria.

Suggested Citation

  • Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
    • Handle: RePEc:gam:jijerp:v:16:y:2019:i:17:p:3212-:d:263509
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    References listed on IDEAS

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    1. Faiza Manzoor & Longbao Wei & Mohammad Nurunnabi & Qazi Abdul Subhan & Syed Irshad Ali Shah & Samaher Fallatah, 2019. "The Impact of Transformational Leadership on Job Performance and CSR as Mediator in SMEs," Sustainability, MDPI, vol. 11(2), pages 1-14, January.
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    4. Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2019. "Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan," IJERPH, MDPI, vol. 16(13), pages 1-9, July.
    5. Faiza Manzoor & Longbao Wei & Tamás Bányai & Mohammad Nurunnabi & Qazi Abdul Subhan, 2019. "An Examination of Sustainable HRM Practices on Job Performance: An Application of Training as a Moderator," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
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    7. Muhammad Asif & Arif Jameel & Abid Hussain & Jinsoo Hwang & Noman Sahito, 2019. "Linking Transformational Leadership with Nurse-Assessed Adverse Patient Outcomes and the Quality of Care: Assessing the Role of Job Satisfaction and Structural Empowerment," IJERPH, MDPI, vol. 16(13), pages 1-15, July.
    8. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
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    Cited by:

    1. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
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    3. Abid Hussain & Mingxing Li & Shahida Kanwel & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2023. "Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels," Sustainability, MDPI, vol. 15(9), pages 1-15, May.
    4. Faiza Manzoor & Longbao Wei & Abid Hussain & Muhammad Asif & Syed Irshad Ali Shah, 2019. "Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator," IJERPH, MDPI, vol. 16(18), pages 1-16, September.
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    6. Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang & Noman Sahito & Shahida Kanwel, 2019. "Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals," IJERPH, MDPI, vol. 16(19), pages 1-12, October.
    7. Arif Jameel & Muhammad Asif & Abid Hussain & Jinsoo Hwang & Mussawar Hussain Bukhari & Sidra Mubeen & Insin Kim, 2019. "Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction," IJERPH, MDPI, vol. 16(23), pages 1-13, November.
    8. Tiago Gonçalves & Carla Curado, 2021. "Individual and Organizational Conditions Leading to Quality of Care in Healthcare: A Fuzzy-Set Qualitative Comparative Analysis," Merits, MDPI, vol. 1(1), pages 1-16, December.
    9. Hyunjoon Kim & Jinkyung Jenny Kim & Muhammad Asif, 2019. "The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free," IJERPH, MDPI, vol. 16(24), pages 1-22, December.
    10. Faiza Manzoor & Longbao Wei & Muhammad Asif & Muhammad Zia ul Haq & Hafiz ur Rehman, 2019. "The Contribution of Sustainable Tourism to Economic Growth and Employment in Pakistan," IJERPH, MDPI, vol. 16(19), pages 1-14, October.
    11. Muhammad Asif & Muhammad Ali Hussain & Shazia Humayun & Muhammad Awais & Mingxing Li, 2023. "Investigating the Role of Ethical Leadership on Employee Innovativeness through Bottom-Up Job Redesigning: Self-Leadership as a Catalyst," Sustainability, MDPI, vol. 15(9), pages 1-12, April.
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