Patient satisfaction is linked to supply chain management factors, including visibility, cost management, and integration, highlighting the need for healthcare providers to improve their operations to enhance patient satisfaction.
Authors
Rohit Raj, Department of Information Management, Chaoyang University of Technology, Taichung, Taiwan; Department of Business Administration, National Taiwan University of Science and Technology, Taipei City, Taiwan
Vimal Kumar, Department of Information Management, Chaoyang University of Technology, Taichung, Taiwan; VelTech Rangarajan Dr Sagunthala R and D Institute of Science and Technology, Chennai, India
Arpit Singh, Assistant Professor, Department of Information Systems and Analytics, Jindal Global Business School, O.P. Jindal Global University, Sonipat, Haryana, India
Pratima Verma, Department of Strategic Management, Indian Institute of Management Kozhikode, Kozhikode, India
Summary
Purpose: This study aims to investigate the relationship between patient satisfaction (PS) and the parameters in healthcare and supply chain management (HLSCM).
Design/methodology/approach: The structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) method have been employed to identify correlation and possible configuration of causal factors that influence PS, including lack of resilience (LS), lack of visibility (LV), cost management (CM) and integration and interoperability (II).
Findings: The results from SEM confirmed that PS is highly correlated with lack of visibility, CM and II as critical parameters. Moreover, fsQCA findings state that the configuration of high levels of both resilience and lack of visibility, as well as high levels of II, are crucial for PS.
Research limitations/implications: The researchers also identified the configuration of factors that lead to low PS. The study’s results could assist healthcare providers in improving their supply chain operations, resulting in more effective and efficient healthcare service delivery and ultimately improving PS.
Originality/value: The fsQCA method used in the study provides a more nuanced understanding of the complex interplay between these factors. The inclusion of supply chain management characteristics as parameters in the evaluation of PS is a novel aspect of this research. Previous studies largely focused on more traditional factors such as physical care, waiting times and hospital amenities. By considering supply chain management factors, this study provides insights into an under-explored area of PS research, which has important implications for healthcare providers looking to improve their operations and PS.
Published in: Benchmarking
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