The interaction effect of the work environment on the relationship between quality of health services and user satisfaction of the tertiary level of healthcare

Creating a positive work environment is important for any organization, especially for healthcare organizations. The aim of this study is to investigate the role of the work environment as a moderator between the quality of healthcare services and user satisfaction. A survey was conducted among a sample of 1,022 users of healthcare services, 82 managers and 464 employees of clinical centers in Bosnia and Herzegovina. The tests show that the work environment plays a significant moderating role in the relationship between the quality of healthcare services and user satisfaction. The results highlight the importance of considering workplace factors to improve employee performance in tertiary healthcare institutions. The study indicates that a working environment fostering respect for both workers and managers, reducing stress, and offering greater opportunities for advancement contributes to better service quality and higher user satisfaction with both medical and non-medical services.