Inspecting patients’ Experiential Value to build Patients Loyalty in private and public sector hospitals: An Empirical Investigation

Purpose – The purpose of the study was to empirically examine the impacts of mechanic, humanic and functional clues on patient experiential value by mediating the role of patient satisfaction between the relationship of patient experiential value and patient loyalty in the context of private and public sector hospitals of Pakistan.

Design/methodology/approach – By following survey design approach, the data was collected from 550 indoor and outdoor patients of private and public sector hospitals of Pakistan. Hypotheses were tested through structural equation modelling (SEM) using MPlus 7.0.

Findings – Data analysis reveal that functional, humanic and mechanic clues significantly influence patient experiential value. Furthermore, it was found that patient experiential value directly and indirectly effect on patient loyalty through the mediating role of patient satisfaction.

Originality/Value – Quantitative research approach was deployed in the respective study. The functional, humanic and mechanic clues are used to examine the patient experiential value that has not been discussed in the extant literature to study the patient satisfaction, and loyalty with the hospitals.