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

Muhammad Asif, Arif Jameel, Noman Sahito, Jinsoo Hwang, Abid Hussain and Faiza Manzoor
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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

IJERPH, 2019, vol. 16, issue 17, 1-14

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.

Keywords: participative leadership; administrative quality; medical quality; patient satisfaction; MBNQA; structural equation modeling (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (13)

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