Evaluating the Mediating Effect of Empathy on the Relationship Between Service Quality and Customer Satisfaction in Abu Dhabi Public Hospitals

Abstract

Integrating empathy into service quality in the healthcare industry enhances client happiness. However, this approach necessitates overcoming significant cultural and organizational barriers and resistance. Given the lack of comprehensive research on the mediating influence of empathy between service quality and customer satisfaction, particularly in the UAE healthcare system, this study aims to assess this relationship in Abu Dhabi Public Hospitals. The study adopted a quantitative approach where the data was collected from 1910 patients across five public hospitals in Abu Dhabi using structured questionnaires. This data was used to develop a PLS-SEM model to analyse the mediating effect of empathy on the relationship between service quality and customer satisfaction, utilizing SmartPLS software. The modelling analysis was conducted at both measurement and structural components to meet the fitness criteria. Additionally, the model was assessed to determine the significance of the path through hypothesis testing. The results from the modelling analysis were then used to develop a comprehensive framework. This framework is structured based on direct relationships, with each dimension having a substantial impact on consumer happiness. Social responsibility has the most negative impact (-0.695), whereas tangibility has the most positive effect (1.000). All facets of indirect relationships have a considerable impact on customer satisfaction via empathy with a partial mediation effect, except for assurance, which is not statistically significant. Tangibility has the largest negative impact (-1.171), while social responsibility has the greatest positive impact (0.776). This framework highlights the role of service quality attributes and empathy in determining customer satisfaction in the healthcare industry in UAE public hospitals.