The Impact of Perceived Physician Communication Skills on Revisit Intention: A Moderated Mediation Model

Laurine  Nwosu; Figen  Yesilada; Iman  Aghaei; Japheth  Ahmed

doi:10.22146/gamaijb.v27i2.21212

Laurine Nwosu Cyprus International University
Figen Yesilada Cyprus International University
Iman Aghaei Bournemouth University Business School
Japheth Ahmed Cyprus International University

DOI: https://doi.org/10.22146/gamaijb.v27i2.21212

Keywords: Cognitive trust, emotional trust, physician communication skills, revisit intention

Abstract

This study aims to evaluate the impact of perceived physician communication skills on patients’ revisit intention, focusing on the mediating role of two dimensions of trust and the moderating role of gender. While several studies on revisit intention examine the effect of service quality as a whole, this is one of the few that not only focuses solely on physician-patient communication but also examines both dimensions of trust and revisit intention with the same physician. A cross-sectional survey was employed via questionnaire distribution. A total of 265 valid responses were used for data analysis. The findings revealed that perceived physician communication skills impact trust and revisit intention. Emotional trust was seen to have a full mediating effect on the relationship. Gender had no moderating effect on the proposed relationship, which suggests that irrespective of gender, patients’ expectations and preferences for effective communication are similar. By cultivating a supportive and empathetic attitude, physicians can create a positive emotional environment that enhances patient trust and positive behavioral intentions.

Author Biographies

Laurine Nwosu, Cyprus International University

Nwosu, Laurine, holds the position of Research/Teaching assistant at Cyprus International University, Nicosia, Turkey. She earned a Master’s degree in 2022 in Healthcare Organizations Management from the same university and is currently a PhD candidate in the Department of Business Administration at the same institution. Her research interests include healthcare marketing and business management. She has publications in peer-reviewed journals including Multidisciplinary science journal, Science, Engineering and Health Studies, Natural Resources Forum and more.

Author’s contact detail: Address: Department of Business Administration, Cyprus International University, Nicosia, North Cyprus, Turkey; phone number: +905338773548; Email: lnwoso@ciu.edu.tr

Figen Yesilada, Cyprus International University

Yeşilada, Figen, holds the position of Associate Professor of Marketing in Business Administration Department at Cyprus International University. She earned her PhD in Business Administration in 1999 and her M.A. in Business Administration in 1995 specializing in Marketing from Dokuz Eylül University, İzmir Turkey. Her research interests include services marketing and consumer behaviour. She has publications in peer-reviewed journals including Journal of Health Organization and Management, Journal of Applied Research in Higher Education.

Author’s contact detail: Address: Department of Business Administration, Cyprus International University, 99258, Nicosia, North Cyprus, Turkey; phone number: +903926711111; Email: fyesilada@ciu.edu.tr

Iman Aghaei, Bournemouth University Business School

Aghaei, Iman, holds the position of Lecturer in Marketing and Strategy at Bournemouth University Business School. He earned his PhD in Business Administration in 2019, specializing in Marketing, from Eastern Mediterranean University, and his MSc in Systems Management and Productivity in 2013 from Tehran Polytechnic. His main research interests include services marketing and consumer behaviour. He has publications in peer-reviewed journals including Technological Forecasting and Social Change, Eurasian Business Review, Tourism Management Perspectives, Emerging Markets Finance and Trade, Journal of Marketing Analytics, Tourism Review, The Service Industries Journal, Journal of Health Organization and Management, Journal of Applied Research in Higher Education, International Journal of Internet Marketing and Advertising, Review of Marketing Science, etc.

Author’s contact detail: Address: The Bournemouth University Business School, D159, Dorset House, Talbot Campus, Fern Barrow, Poole, BH12 5BB; phone number: +447507672652; Email: iaghaei@bournemouth.ac.uk

Japheth Ahmed, Cyprus International University

Nuhu, Japheth Ahmed, holds the position of PhD candidate at Cyprus International University. He earned his MSc in 2021 in Healthcare Organization and management from Cyprus International University, and his BSc in 2012 in Agricultural Economics from University of Maiduguri Nigeria. His research interests include communication in healthcare, patient centered care, marketing, and service quality. He has publications in the journal of healthcare organization and management, future business journal, multidisciplinary science journal, and journal of applied research in higher education and more.

Author’s contact detail: Address: Department of Business Administration, Cyprus International University, Nicosia, North Cyprus, Turkey; phone number: +905338802638; Email: japhethnuhu71@gmail.com

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