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

• Published in: International journal of environmental research and public health Vol. 16; no. 17; p. 3212
• Main Authors: Asif, Muhammad, Jameel, Arif, Sahito, Noman, Hwang, Jinsoo, Hussain, Abid, Manzoor, Faiza
• Format: Journal Article
• Language: English
• Published: Switzerland MDPI AG 03.09.2019; MDPI
• Subjects: Economic development; Economic growth; Empowerment; Health care; Hospitals; Hospitals, Public - organization & administration; Humans; Leadership; Low level; Pakistan; Patient Satisfaction; Physicians; Poverty; Productivity; Quality assessment; Quality of Health Care; Quality of service; Structural equation modeling; Pakistan; patient satisfaction; medical quality; participative leadership; administrative quality; MBNQA; structural equation modeling
• ISSN: 1660-4601; 1661-7827; 1660-4601
• DOI: 10.3390/ijerph16173212

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.