The impact of patient engagement on service quality and customer well-being: an introspective analysis from the healthcare providers’ perspective

Figures & data

Table 3. Construct items, loading factor, and Variance Inflation Factor (VIF).

Construct	Indicator	Loading	VIF
Service Quality	SQ1: I believe that patient input and feedback are valuable in improving healthcare services	0.809	2.102
	SQ2: I believe that encouraging patient participation leads to better health outcomes	0.913	3.983
	SQ3: I believe that encouraging patient participation leads to increased patient satisfaction with healthcare services	0.932	2.117
	SQ4: I believe that encouraging patient participation leads to more efficient use of healthcare resources	0.949	4.606
	SQ5: I believe that encouraging patient participation is a crucial part of providing high-quality healthcare services	0.940	3.292
Patients Engagement	PE1: I believe that involving patients in co-creating their care plans leads to better health	0.875	4.575
	PE2: I believe that involving patients in co-creating their care plans leads to increased patient satisfaction with healthcare services	0.931	3.513
	PE3: I believe that involving patients in co-creating their care plans leads to more efficient use of healthcare resources	0.861	2.892
	PE4: I believe that involving patients in co-creating their care plans is beneficial for building trust and rapport with patients	0.869	2.395
	PE5: I believe that involving patients in co-creating their care plans leads to increased patient engagement in their care	0.921	4.839
	PE6: I believe that involving patients in co-creating their care plans is a crucial part of providing high-quality healthcare services	0.911	4.493
Customer Well-Bing	CWB1: I believe that promoting patients’ psychological well-being is a part of my role as a healthcare provider	0.850	2.701
	CWB2: I believe that providing psychological support to patients is beneficial for their overall health outcomes	0.778	2.110
	CWB3: I believe that promoting patients’ psychological well-being leads to increased patient satisfaction with healthcare services	0.868	3.533
	CWB4: I believe that providing psychological support to patients is emotionally rewarding	0.891	3.778
	CWB5: I believe that promoting patients’ psychological well-being is a crucial part of providing high-quality healthcare services	0.916	4.697
	CWB5: I believe that encouraging patient participation leads to increased patient satisfaction with healthcare services	0.813	3.228

Source: Author’s processing from SmartPLS 3.3 software.

Table 2. Test of validity and reliability.

Constructs	Cronbach’s Alpha	Jöreskog’s rho (ρc)	Composite Reliability	Average Variance Extracted (AVE)
Customer Well-Being	0.925	0.942	0.929	0.729
Patients Engagement	0.950	0.960	0.952	0.801
Service Quality	0.947	0.960	0.951	0.828

Table 4. Discriminant validity-fornell-larcker criterion.

Constructs	Customer well-being	Patients engagement	Service quality
Customer Well-Being	0.854
Patients Engagement	0.872	0.895
Service Quality	0.927	0.892	0.910

Source: processing from SmartPLS 3.3 software.

Table 5. Hypothetical path coefficient.

Constructs	Original Sample	Sample Mean	Standard Deviation	T- Statistics	P Values	Test Outcome
H1: PE ->CWB	0.219	0.221	0.055	4.004	0.000	Agreed
H2: SQ ->CWB	0.732	0.730	0.048	15.401	0.000	Agreed
H3: SQ ->PE	0.892	0.888	0.027	33.536	0.000	Agreed
		R Square		R Square Adjusted
Customer Well-Being		0.870		0.869
Patient Engagement		0.795		0.794

Processing is done using the SmartPLS 3.3 program.

Table 1. Demographic profile.

Details	Frequency (N = 320)	Percent (%)
Gender
Female	233	72.8
Male	87	27.2
Age (in years)
21–30	84	26.3
31–40	223	69.7
41–50	2	0.6
50+	11	3.4
Service Status
Medical Doctors	87	27.2
Nurses	233	72.8
Number of years in the Profession
0–5	153	47.8
6–10	80	25.0
11–15	50	15.6
15+	37	11.6

Source: researchers’ fieldwork, 2023.

Figure 1. Proposed conceptual framework.

Figure 2. Empirically tested research model.