Through the Lens ofCare: How HealthcareProfessionals’Perceptions of ServiceQuality Influence PatientSatisfaction

Resumen

Background: This study examines the relationship between perceived healthcare service
quality and patient satisfaction, incorporating insights from doctors and nursing staff. It
explores the mediating role of technology integration and the moderating effects of rural-urban
disparities and professional roles. Aims: The study aims to assess the impact of perceived
service quality on patient satisfaction, analyze differences in service quality perceptions
between doctors and nurses, and evaluate how technology mediates this relationship.
Additionally, it investigates how rural-urban disparities and professional roles moderate these
effects. Methods: A mixed-method approach was used, integrating quantitative and qualitative
analyses. Survey data from 390 healthcare professionals (192 doctors, 198 nurses) were
analyzed using multiple regression, mediation, and moderation techniques. Semi-structured
interviews with five healthcare experts (two doctors, three senior nurses) were thematically
analyzed to explore perceptions of service quality, technology integration, and contextual
challenges. Results: Technology integration partially mediates the service quality–satisfaction
relationship, enhancing efficiency, accessibility, and responsiveness. Rural-urban disparities
moderate this relationship, with service quality having a stronger impact on satisfaction
in urban hospitals (B = 0.170, t = 3.400, p = 0.001, R² = 0.029). Additionally, professional
roles influence this relationship, as doctors and nurses perceive service quality’s effect on
satisfaction differently (B = 0.163, t = 3.258, p = 0.001, R² = 0.027). Qualitative findings
highlight the significance of technology and patient-centered care. Conclusions: Technology
plays a critical role in bridging service gaps, particularly in rural settings. Healthcare
organizations should address both service quality and technological gaps while considering
professional role differences. Future research should employ longitudinal methods to track the
evolving impact of technology and service quality on patient satisfaction.