Assessing the Role of Consumer Experience, Engagement, and Satisfaction in Healthcare Services: A Two-Stage Reflective-Formative Measurement Using PLS-SEM

Abstract

Modern healthcare arena is witnessing a paradigm shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that emerge from this shift by leveraging consumer (patient) experience (PX) as an antecedent of consumer engagement (PG) to assess resulting satisfaction and behavioral intention. Here, both PX and PG dimensions are modeled as second-order (reflective-formative) constructs entailing distinct primary dimensions. Applying the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, the results empirically validate the conceptual assertions and reveal the importance of service experience and consumer engagement in creating an optimal service ecosystem.