Linking Patient Experience to Customer Delight in the Private Laboratory Service

Puspa Haryani Widyowati (), Ferdi Antonio and Andy Andy
Additional contact information
Puspa Haryani Widyowati: Department of Hospital Administration, Faculty of Economics and Business, Universitas Pelita Harapan, South Jakarta 12930, Indonesia
Ferdi Antonio: Department of Hospital Administration, Faculty of Economics and Business, Universitas Pelita Harapan, South Jakarta 12930, Indonesia
Andy Andy: Medical Education Study Program, Faculty of Medicine, IPB University, Bogor 16680, Indonesia

Administrative Sciences, 2023, vol. 13, issue 3, 1-26

Abstract: The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly generate customer delight and drive favourable intentions such as revisit intentions to the laboratory and willingness to share and post on social media. By extending earlier studies and using data from a leading private clinical laboratory service, this study suggests a new insight. A quantitative study with a survey is used with a cross-sectional data approach. The sample was taken purposively from customers who have had laboratory services at the laboratory, particularly from customers who have undergone the phlebotomy process. The 186 samples that complied with the criteria were examined using the PLS-SEM method. The findings demonstrated that the eight antecedents show a high probability of influencing the patient experience, with the phlebotomy process found as the predominant antecedent, followed by laboratory staff attitude and patient perception of laboratory technology. Further, this study found strong evidence that patient experience could generate customer delight, which drives the revisit intention and willingness to share and post positive things on social media. Openness is found to strengthen that process. The results of this study revealed that the higher the patient’s experience through their journey, the higher the probability of delight could exist in the context of service provided in the private clinical laboratory. Thus, it is worth considering by the clinic management to develop a more effective business.

Keywords: antecedents; patient experience; customer delight; behavioural intention; laboratory (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2023
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2076-3387/13/3/71/pdf (application/pdf)
https://www.mdpi.com/2076-3387/13/3/71/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jadmsc:v:13:y:2023:i:3:p:71-:d:1082243

Access Statistics for this article

Administrative Sciences is currently edited by Ms. Nancy Ma

More articles in Administrative Sciences from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().