Patient-Centered Excellence: Unveiling the Nexus of Healthcare Service Quality, Satisfaction, Loyalty and Future Intentions

Purpose: This research paper explores the concept of patient-centred excellence, aiming to unveil the intricate relationship between healthcare service quality, patient satisfaction, and future intentions. Methodology: A comprehensive mixed-methods approach, which combines qualitative interviews and quantitative surveys has been used. This study endeavours to elucidate how healthcare service quality impacts patient satisfaction and influences future intentions. Findings: The study's findings underscore the critical role of service quality in shaping patient experiences and outcomes. Moreover, they highlight the importance of patient satisfaction as a mediator between service quality and future intentions. Practical Implications: The insights gleaned from this research offer valuable guidance for healthcare organizations seeking to enhance patient-centred care. By prioritizing service quality and understanding its impact on patient satisfaction and future intentions, organizations can develop effective strategies to improve healthcare delivery and foster enduring patient relationships. Originality/Value: This study contributes to the advancement of patient-centred excellence in healthcare provision by unveiling the nexus between service quality, satisfaction, and future intentions. It emphasizes the importance of aligning organizational practices with patient needs and expectations to achieve sustainable success in a dynamic healthcare landscape.