Title: Impact of trust in doctor caring, nurse caring and hospital administrative process on positive word of mouth: patient's and attendant's perceptions

Authors: Firas AlOmari; Abu Bakar A. Hamid

Addresses: Putra Business School-University Putra Malaysia, 43400 UPM Serdang, Selangor, Malaysia ' Putra Business School-University Putra Malaysia, 43400 UPM Serdang, Selangor, Malaysia

Abstract: The proposed patient's trust-WOM model using trust in doctor caring, nurse caring and procedural process can significantly explain 76.4% of patient's positive word-of-mouth, while attendant's trust-WOM model can significantly explain 38.3% of attendant's positive word-of-mouth. Attendant's trust in doctor services (β = 0.473, P = 0.000) has more impact on positive WOM than attendant's trust in procedural process (β = 0.239, P = 0.000). However, attendant's trust in nurse caring has no significant impact on positive WOM (β = 0.027, P > 0.05). Contrary to attendant's behaviour, patient's trust in doctor services (β = 0.469, P = 0.000), nurse caring (β = 0.359, P = 0.000), and administrative processes (β = 0.202, P = 0.000) have significant positive impact on WOM. The results of this study have important implications for research on healthcare management and marketing in Syrian hospitals, particularly regarding practising positive WOM and trust in healthcare services.

Keywords: healthcare management; trust model for healthcare; patient-attendant behaviour; positive word-of-mouth; WOM; Syrian healthcare.

DOI: 10.1504/IJBPIM.2021.124051

International Journal of Business Process Integration and Management, 2021 Vol.10 No.3/4, pp.330 - 340

Received: 02 Aug 2021
Accepted: 19 Dec 2021
Published online: 11 Jul 2022 *

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