2025, Vol. 6, Issue 1, Part G
The role of emotional and functional service quality in shaping patient satisfaction and post-service advocacy
Author(s): Divya Namdev and Prakash Mishra
Abstract: This study investigates the dual impact of emotional and functional service quality on patient satisfaction and post-service advocacy within healthcare settings. While functional service quality pertains to the tangible and operational aspects of care, such as efficiency, reliability, and technical competence, emotional service quality encompasses interpersonal interactions, empathy, and the overall patient experience. Using a mixed-methods approach, data were collected from patients across multiple healthcare facilities through surveys and in-depth interviews. The findings reveal that both dimensions of service quality significantly influence patient satisfaction, with emotional quality demonstrating a slightly stronger effect due to its role in fostering trust and rapport. Furthermore, satisfied patients exhibit higher levels of post-service advocacy, including positive word-of-mouth and repeat visits, underscoring the importance of integrating both functional and emotional elements in service delivery. These insights emphasize the need for healthcare providers to adopt a holistic approach to quality improvement, ensuring that clinical excellence is complemented by compassionate, patient-centered care. This research contributes to the growing body of literature on service quality in healthcare and offers actionable recommendations for enhancing patient loyalty and advocacy.
Pages: 601-604 | Views: 69 | Downloads: 30
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How to cite this article:
Divya Namdev, Prakash Mishra. The role of emotional and functional service quality in shaping patient satisfaction and post-service advocacy. Asian J Manage Commerce 2025;6(1):601-604.
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