Partial Least Squares Structural Equation Modeling Research Articles

Investigating the impacts of psychological safety climate on mental ill health in the Vietnamese construction industry

PurposeMental ill health is prevalent among construction workers due to high job demands and unsafe working conditions. Psychological safety climate (PSC) has emerged as a potential solution for improving workplace mental health. However, there is still limited understanding of how different dimensions of PSC influence mental ill health. Thus, this study aims to explore the impact of PSC on the mental ill health of construction employees in the Vietnamese context.Design/methodology/approachData were collected from 238 construction professionals using a non-probability sampling method. Partial least squares structural equation modeling (PLS-SEM) was employed to analyze the relationships between various PSC dimensions and mental ill health.FindingsThe findings revealed that management commitment and management priority have the most significant influence on reducing mental ill health in the Vietnamese construction sector. While organizational communication and participation contribute, their impact is less pronounced but crucial in promoting employee well-being.Originality/valueFirms should actively promote mental well-being by visibly prioritizing psychological health alongside productivity and providing resources for stress prevention. For policymakers, these findings suggest the need for regulations that encourage or mandate mental health programs. Additionally, the study highlights the need for employees to engage with mental health initiatives to reduce the stigma surrounding mental health discussions in the workplace.

ARTIFICIAL INTELLIGENCE AND ITS ROLE IN HUMAN RESOURCES MANAGEMENT

This study reveals the definition of human resource management by examining definitions proposed by various theorists and attempting to arrive at new definitions. Previous studies have identified several benefits that can be achieved through the use of human resource management within an organization. In this study, partial least squares structural equation modeling (PLS-SEM) was used in statistical software (Smart PLS, version 4.0.8.9) to analyze data and measure the role of artificial intelligence in human resource management at Najaf International Airport, serving 120 employees. The results of this study showed that artificial intelligence plays a role in human resource management at Najaf International Airport. The study’s key recommendations include linking employee incentives for this new technological skill (artificial intelligence) with employee learning if Najaf International Airport aims to enhance the adoption of new working methods.

Exploring the role of organizational identification in the nexus of psychological capital and organizational-oriented citizenship behaviors: evidence from healthcare professionals in India.

The purpose of this study is to explore the mediation of organizational identification (OI) in the relationship between employees' psychological capital (PsyCap) and their engagement in organizational-oriented citizenship behaviors (OCBO). We examine the proposed theoretical model through the lens of the job demand and resources (JD-R) model and social identity theory (SIT), focusing specifically on the healthcare setting. Employing a structured questionnaire, responses were collected from 240 healthcare professionals working in multinational pharmacovigilance firms in select Tier-I Indian cities using purposive sampling. Model testing constituted performing statistical analyses using partial least squares-structural equation modelling (PLS-SEM) in the R environment, an open-source software. Results revealed a significant positive association between PsyCap and OCBO. In addition, we found that OI mediated the relationship between PsyCap and OCBO. This suggests that practitioners can stimulate extra-role performance in employees through enhancing PsyCap and fostering psychological oneness with the organization. The research emphasizes the significant role of employees' personal resources, manifested in the form of PsyCap, in having a bearing on their attitudes and feelings towards the organization. We explore the under-researched latent mechanism of the PsyCap and OCBO relationship through employees' social identification process. In this research, we uncover the underlying mechanism of PsyCap and OCBO association by highlighting the latent role of OI on a unique set of healthcare professionals.

The refugees and health crisis: migration policy management and government response to Afghan migrants

BackgroundThe health crisis during the pandemic and its aftermath have caused multidimensional shifts within the economic and societal structure for refugees and other marginalized communities. Many countries have implemented programs to cater for the additional needs of underserved populations, but refugees and other migrants are usually not covered by these programs. In this context, this study attempts to explore the impact of the crisis on Afghan refugee's vulnerability and the relationship between health services, relief packages, and risk communication.MethodsThe proposed model is tested with 427 Afghan refugees’ families from five major cities of Pakistan. The partial least squares structural equation modelling (PLS-SEM) is used to test the vulnerability significance with the crisis and government response in facilities.FindingsThe research findings show that post pandemic economic crisis, the access to health services, relief packages and risk communication is directly associated with Afghan refugees’ vulnerability (β = 0.471, β = 0.501, β = 0.271 & β = 0.259). Notably the relationship between post pandemic economic crisis and Afghan refugees’ vulnerability is mediated by limited access to health services and unavailability of relief packages. Unavailability of relief packages and lack of risk communication mediates the effect of refugees’ crisis on vulnerability. Overall, the proposed model explains 63.3% of the variance in Afghan refugees’ vulnerability with government services. It indicates that Afghan refugees are unable to access relief packages, and there is insufficient communication of risk factors. The lack of government facilities is due to the harder closed-door policy of the Pakistani government which has worsened the vulnerability of Afghan refugees after the sudden victory of the Taliban in Afghanistan.ConclusionsIn spite of hosting Afghan refugees for the last forty years, the government of Pakistan has no clear systemized policy towards Afghans till now. The paper offers practical policy implications as there is a need for migration policy management combining flexibility and friendliness cooperation to provide government services to refugees. Government preparedness has to include refugee populations in responses to emergencies and look into the current state of new Afghan refugees’ flows, and take further extension in the continuation of migration management.

Enhancing sustainability through green banking: Assessing its impact on environmental performance

The abstract serves both today’s banks, which are significantly impacted by unsustainability in direct and indirect ways. There is growing pressure within the banks of Pakistan to enhance sustainable banking practices; where these green banking practices are still in the initial stages of enhancing sustainability, banks face increasing pressure to improve their environmental performance. This study examines the impact of environmental performance by enhancing sustainable green banking practices, focusing on the moderating role of ecological obsessive passion in this relationship. Green banking practices are evaluated through micro-level factors such as operations, investments, and policies. The study also explores how obsessive environmental passion affects the relationship between banking practices and their impact on environmental performance. Data were collected using the partial least-squares structural equation Modelling (PLS-SEM) method from 241 respondents working for banks in Pakistan. The findings indicate that sustainable banking procedures, comprising operations, investments, and policies, have a considerable positive impact on environmental performance. Furthermore, the study discovered that environmental obsessive passion modifies the relationship between green banking practices and policies and environmental sustainability. However, the relationship between green investments and ecological performance remains. To increase sustainability, banks should include green practices in their fundamental operations, investments, and policies. It includes using energy-efficient technologies, encouraging paperless transactions, and funding environmentally conscious enterprises.

Employee moonlighting: the role of human resource management practices, perceived employability and self-direction value

PurposeMoonlighting has become more popular today in many fields such as IT, healthcare and education. This research investigates the direct association between high-performance work system (HPWS) and employee moonlighting (EM) and the mediating effect of perceived employability (PE) in the above relationship. Moreover, the personal value of self-direction is included as a moderator between PE and moonlighting.Design/methodology/approachThis research follows a quantitative design. An online questionnaire survey is used to collect data. Data from 456 Vietnamese employees were analyzed with partial least square-structural equation modelling (PLS-SEM) technique.FindingsHPWS is directly linked with EM. Perceived external employability fully mediates the above relationship. In addition, the personal value of self-direction intensifies the positive relationship between PE and EM.Research limitations/implicationsThe research suggests that HPWS can exert its influence on EM via both the universal and the critical pathways. Employees who perceive they have the ability to perform well in other jobs may decide to moonlight. Also, employees who find their jobs insecure under the coverage of HPWS may engage in moonlighting for security reasons. The implementation improves the employees’ PE which may encourage them to hold more jobs. In addition, attention should be paid to the personal value of the employees.Originality/valueThis study offers new insight into the HPWS and EM literature because it suggests that management practices can significantly influence EM, in addition to financial and security factors. Moreover, this study explores the indirect impact of PE in the HPWS–EM linkage. Finally, the moderation role of self-direction value represents a novelty.

Unveiling the Determinant of Humanized Business Intention Among Malaysia SMEs

This study investigates the factors influencing the intention to humanize business practices among small and medium-sized enterprises (SMEs) in Malaysia. Drawing upon the Theory of Planned Behavior, four key factors were examined: attitude toward humanizing business practices, subjective norms, perceived behavioral control, and human practice knowledge. A quantitative research approach was employed, with data collected through self-administered questionnaires distributed to 250 SME owners and managers in the Klang Valley region. The results, analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), revealed that all four factors significantly influenced the intention to humanize business practices among SMEs. Specifically, perceived behavioral control emerged as the strongest predictor, followed by attitude, human practice knowledge, and subjective norms. The findings underscore the importance of fostering positive attitudes, leveraging social influences, enhancing perceived control, and promoting knowledge of humane practices to facilitate the adoption of human-centered approaches in SME business operations. The study contributes to a deeper understanding of the drivers influencing the intention to humanize business practices and provides practical insights for policymakers and SME stakeholders in promoting sustainable and ethical business practices.

Factors influencing librarian adoptions of ChatGPT technology for entrepreneurial support

PurposeLibraries, both public and academic, have expanded their roles to become crucial hubs of innovation and business support. To cater to the emerging needs of the patrons, including entrepreneurs, libraries must digitally transform to innovate their business support services. This research aims to empirically validate the factors influencing the adoption of generative AI technologies (or switching intentions), particularly ChatGPT, among librarians providing business support services. The study explores the multifaceted factors that shape librarians’ decisions to adopt these technologies or consider alternative solutions.Design/methodology/approachThe research study employed purposive or convenience sampling to select librarians actively supporting businesses and with some experience in generative AI technologies. After pilot testing the questionnaire, it was refined and administered via Google Forms, utilizing a Likert scale for responses. Informed consent was obtained from participants, with strict privacy protocols in place. Data analysis was conducted using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4 software, adhering to rigorous quality assurance protocols.FindingsThe research empirically validated key factors influencing the adoption or switching intentions toward generative AI technologies, particularly ChatGPT, among librarians supporting entrepreneurs. Identified factors encompass social influence, domain expertise, familiarity with technology, system quality, training and support, interaction convenience, anthropomorphism, perceptions of usefulness, ease of use and enjoyment. These perceptions influence librarians’ emotional responses to technology and affect their decisions regarding adoption or considering alternative options. Notably, demographic variables – age, gender, years of experience in business support and education level – do not significantly influence switching intentions, underscoring inclusivity in innovation.Practical implicationsThe study offers practical implications for various stakeholders, including librarians, patrons, technology providers and policymakers. Librarians can benefit from fostering interdisciplinary collaborations and co-creation initiatives to strengthen social networks, enhance domain expertise, evaluate technology quality and customize training support. Technology providers have the opportunity to improve user experience by enhancing interaction convenience and anthropomorphism. Policymakers can support innovation within library settings through funding initiatives and changes in employment conditions. These recommendations aim to enable the seamless integration of generative AI technologies in libraries while fostering stakeholder collaboration to drive innovation and address evolving user needs.Originality/valueThis research enriches AI technology adoption theories within library contexts by providing empirical evidence and insights into the multifaceted dynamics influencing adoption decisions among librarians. It enhances existing theories by specifically focusing on generative AI adoption and its implications for library business support services. Despite the growing interest in AI technologies within library settings, empirical research on the factors influencing librarian decisions regarding generative AI adoption has been lacking. By addressing this gap, the study contributes to the fields of library and information sciences, entrepreneurship, technology management and innovation management, offering specificity and depth to our understanding of user decision-making processes.

Developing calling to reduce turnover intention through mentoring: a contextualized study in China

PurposeDrawing on social information processing theory and work-as-calling theory, this study explores the impact of mentoring within the Chinese context – which encompasses the roles of both mentors and senior mentees – on the calling and turnover intention of junior mentees in the hospitality industry.Design/methodology/approachSurvey questionnaires were administered to collect 222 valid responses from frontline hotel employees in China. Partial least squares structural equation modeling (PLS-SEM) was adopted to test the hypotheses. We further conducted several post hoc interviews to gain a deeper understanding of the relationships examined.FindingsChinese mentoring positively affects mentees’ perceiving and living a calling, which in turn reduces their turnover intention. Junior mentees’ liking of their senior mentees further amplifies the negative effect of living a calling on their turnover intention.Originality/valueThis study enriches the literature on calling by exploring the antecedents of perceiving a calling and the boundary conditions that enhance the effect of living a calling on turnover intention. Additionally, our study highlights the unique aspect of Chinese mentorship as resembling a family-like relationship, a characteristic shaped by the pervasive influence of Confucianism in China, which enriches the existing literature on mentorship studies.

Tyrannical leadership and knowledge hiding: the mediating role of psychological distress and moderating role of psychological resilience

PurposeBased on the conservation of resources (COR) theory, this study explores the impact of tyrannical leadership on knowledge hiding through the mediating role of psychological distress. Furthermore, this study investigates the moderating role of psychological resilience in the tyrannical leadership, psychological distress and knowledge hiding relationships.Design/methodology/approachQuantitative data were collected from 364 employees working in the manufacturing and service sectors in Vietnam. Partial least squares structural equation modeling (PLS-SEM) was employed to test the proposed model.FindingsThe results show that tyrannical leadership and psychological distress enhance employees’ knowledge-hiding behaviors. Moreover, psychological distress mediates the nexus between tyrannical leadership and knowledge-hiding, while psychological resilience moderates these relationships.Practical implicationsThe empirical findings of this investigation offer significant insights for managers to better undermine the negative effects of tyrannical leadership and enhance the psychological well-being of employees.Originality/valueThis study is probably the first attempt to explore how psychological distress mediates the impact of tyrannical leadership on knowledge hiding. This study also extends the current knowledge by considering the moderating role of psychological resilience in the relations between tyrannical leadership, psychological distress and knowledge hiding.

From greenwashing to brand avoidance: the roles of perceived risk, trust and negative word-of-mouth

PurposeThis study explores the intricate relationships between greenwashing (GW), negative word-of-mouth (NWoM) and brand avoidance (BA), emphasizing the pivotal roles of green perceived risk (GPR) and green trust (GT). By analyzing these dynamics, the study sheds light on the effect of GW on consumer reactions and behaviors toward brands engaging in green marketing practices.Design/methodology/approachThe current study used a survey dataset of 512 customers in Saudi Arabia and applied partial least squares-structural equation modeling (PLS-SEM) to assess the paths within the proposed model.FindingsThe findings of this study indicate that consumers’ perceptions of GW can harm brands. Specifically, GW positively influences BA through both GPR and GT. Moreover, GW directly affects NWoM and indirectly via GPR.Practical implicationsThe study provides actionable insights for practitioners, emphasizing the importance of avoiding deceptive green marketing (i.e. GW) to build consumer trust and reduce negative behaviors like BA and NWoM. By adopting transparent practices and leveraging third-party environmental certifications, brands can enhance credibility, mitigate risks and maintain customer loyalty in sustainability-focused markets.Originality/valueDrawing on signaling theory and expectancy violation theory, this study builds a new framework to highlight the harmful effects of GW on brands. By integrating these theories, the framework effectively explains how GW can trigger extreme responses such as NWoM and BA, thereby contributing to research that has previously overlooked the connections between these factors.

Risk management, digital technology literacy, and modern learning environments in enhancing learning innovation performance: A framework for higher education

Abstract This study aims to explore the influence of risk management and digital technology literacy on learning innovation performance, with a particular focus on the moderating role of modern learning environments. The research employs a quantitative approach using data collected from 385 Indonesian university students, analyzed through Structural Equation Modeling-Partial Least Squares (SEM-PLS) to validate the proposed framework. The results demonstrate that effective risk management significantly enhances institutional adaptability and fosters success in implementing innovative learning strategies. Moreover, higher levels of digital technology literacy empower students to engage more effectively with modern learning technologies, leading to improved performance outcomes. The findings also highlight that the moderating effect of modern learning environments strengthens these relationships, underscoring the importance of robust digital infrastructure and adaptive pedagogy. This study provides theoretical contributions by integrating risk management, digital literacy, and innovation within the context of education. Practical implications include recommendations to optimize risk management frameworks, enhance digital literacy programs, and invest in modern learning ecosystems to support academic success and institutional resilience.

Chasing the scarcity: How fear of missing out and motivations drive willingness to pay in collectible markets

ABSTRACT This study investigates the interplay between scarcity cues, individual motivations, and consumer behavior in the context of collectible markets, focusing on Popmart’s Labubu series. Leveraging Social Comparison Theory, we explore how self-expressive motivation (SEM) and self-presentational motivation (SPM) influence the relationship between scarcity cues and Fear of Missing Out (FoMO), and how FoMO subsequently affects consumers’ willingness to pay for premium products. A sample of 442 Labubu collectors participated in the study, providing insights into the psychological and behavioral drivers of purchasing decisions. Results from Partial Least Squares Structural Equation Modeling (PLS-SEM) indicate that scarcity cues significantly increase FoMO, which in turn has a strong positive impact on willingness to pay. SEM and SPM were found to moderate the effect of scarcity cues on FoMO, with SEM reducing and SPM amplifying this relationship. These findings highlight the importance of understanding consumer motivations and social comparison processes in developing effective scarcity-based marketing strategies. Theoretical and practical implications are discussed for brands operating in limited-edition markets.

Performance of Millennial Employees of Four-Star Hotels in Medan City with Harmonious Dedication as an Intervening Variable

This study examines the performance of millennial employees in four-star hotels in Medan, with harmonious dedication as an intervening variable. The research employs the Partial Least Square – Structural Equation Model (PLS-SEM) for data analysis. The findings indicate that workload does not significantly influence harmonious dedication or employee performance. Conversely, worker autonomy positively impacts both harmonious dedication and employee performance. Work passion significantly affects employee performance but does not contribute to harmonious dedication. Work innovation plays a crucial role, significantly influencing both harmonious dedication and employee performance. Additionally, harmonious dedication enhances employee performance and serves as a mediating variable in the relationship between work innovation and employee performance. However, it does not mediate the effect of work passion on performance. These results highlight the importance of worker autonomy and work innovation in improving employee performance, while workload and work passion have limited direct effects. The study provides insights for hotel management to focus on enhancing autonomy and innovation to boost employee dedication and performance. Future research can explore additional factors influencing millennial employee performance in the hospitality industry.

COMMUNITY PARTICIPATION IN URBAN AGRICULTURE (UA): DOES STAKEHOLDER COLLABORATION ENHANCE EMPOWERMENT?

Urban agriculture (UA) is recognised as a solution to urban food insecurity and a driver of economic development. Success of UA initiatives largely depends on careful design, planning, and the active involvement of urban communities. Understanding the motivational values of UA for community participation is crucial for achieving UA’s broader social and economic goals. This study aims to investigate the values driving community participation in UA within the Klang Valley, Malaysia, and assess their contributions to social and economic empowerment. The study surveyed 180 participants involved in UA programmes using a multistage random sampling method. To examine the complex relationships among the variables affecting UA outcomes, Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied. A mediating effect analysis was also performed to identify indirect relationships, particularly the role of linking social capital between planning, implementation, and empowerment outcomes. In conclusion, the study highlights the crucial role of implementation and evaluation in urban agriculture (UA) programmes for social and economic empowerment. Evaluation processes revealed successes and potential drawbacks, emphasizing the need for improved methodologies. Linking social capital emerged as a key mediator that connects effective planning to empowerment outcomes, offering insights to enhance UA frameworks for sustainable and resilient communities.

Enhancing customer value co-creation through online brand interactivity: A comparative analysis of search-hedonic and experience-hedonic products

This study investigates how online brand interactivity fosters customer value co-creation, a collaborative process in which consumers actively contribute to co-creating value, by enhancing brand experiences at both individual and community levels. Specifically, the study compares the influence of online brand interactivity on customer value co-creation for two types of hedonic products: search-hedonic (Polygon) and experience-hedonic (Vespa) products in Indonesia. Employing a quantitative methodology, data were gathered from 836 active social media participants engaged in these brand communities through a structured online survey. Partial Least Squares Structural Equation Modelling (PLS-SEM) was used to examine the relationships between online brand interactivity, individual and community brand experiences, and customer value co-creation.The findings reveal that online brand interactivity significantly enhances both individual and community brand experiences (β = 0.523 and β = 0.599, respectively), which, in turn, drive customer value co-creation (β = 0.147 and β = 0.446). Furthermore, the results indicate that the impact of online brand interactivity is stronger for search-hedonic products compared to experience-hedonic products. This suggests that product type moderates the effect of interactivity on brand experiences and, consequently, on customer value co-creation. These insights underscore the importance of customizing brand interactivity strategies according to product characteristics to optimize customer value co-creation, particularly within the hedonic product market.

SUSTAINING THE ENVIRONMENT THROUGH E-WASTE RECYCLING

Millions of electrical and electronic devices are thrown away annually due to items breaking or needing to be updated. These discarded electronics are referred to as e-waste. Using an online survey with a quantitative approach, this study examined the interrelationships among knowledge of hazards of e-waste, attitude towards e-waste recycling, pro-environmental intention, and e-waste recycling behaviour among households in Kelantan, Malaysia (n=300). Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to examine the relationships between the variables. The findings of this study reveal a favourable relationship between knowledge of the hazards of e-waste and attitude towards e-waste recycling with pro-environmental intentions. Furthermore, an appropriate relationship was discovered between the intention to e-waste recycling behaviour. The study provides theoretical insights and practical suggestions relevant to regulators and practitioners, focusing on encouraging e-waste recycling to support environmental sustainability.

Improving handwashing practices among school food handlers in Malaysia: a behavioural antecedents’ approach to intervention design

PurposeThe adoption of proper handwashing behaviour among food handlers could significantly reduce food safety risks and contribute to better public health outcomes, aligning with Sustainable Development Goals (SDG). Training alone may not be adequate to improve food safety behaviour. Hence, the purpose of this paper is to conduct a needs assessment to identify the important variables that could enhance handwashing behaviour among school food handlers.Design/methodology/approachUsing an extended Health Action Model (HAM) as a framework, a survey and direct observation were conducted on a total of 211 food handlers from schools in Klang Valley, Malaysia. The food handlers were assessed on their handwashing knowledge, belief, norm, motivation, habit strength, behavioural intention and behaviour. Data analysis was carried out using partial least squares-structural equation modelling (PLS-SEM) software (v3.0), followed by the importance performance matrix analysis (IPMA).FindingsFindings revealed that norm and knowledge significantly influenced belief, which ultimately affects the food handlers’ intention to perform handwashing practices (p = 0.001). The IPMA revealed self-efficacy as a priority variable for improving handwashing behaviour.Practical implicationsThe study identifies key factors to prioritise for improving handwashing behaviour among school food handlers. This will aid in creating targeted food safety programmes with tailored messages for the intended audience.Originality/valueAlthough the use of theoretical framework to predict safe food handling behaviours has received considerable attention in literature, most researchers utilise self-report approach. This paper is the first to use actual observed handwashing behavioural data to model an extended HAM.Highlights(1)Needs assessment using an extended HAM.(2)Prioritising self-efficacy can improve handwashing practices.(3)Norm, knowledge and belief influence food handlers’ intention to perform handwashing.(4)Having the right intention may not necessarily transform into behaviour.

Drivers of non-fungible token (NFT) investment intention: the roles of innovativeness, knowledge, subjective norms and perceived value

PurposeThis study explores key factors influencing individuals' intentions to invest in NFTs, focusing on personal innovativeness, reward sensitivity, knowledge, subjective norms, perceived value and perceived risk. The aim is to provide insights into what motivates investors within this emerging market, addressing a gap in the understanding of NFT adoption from an investor perspective.Design/methodology/approachAn online survey collected data from 272 participants in China and Hong Kong. The research employs partial least squares-structural equation modeling (PLS-SEM) to assess the relationships between various individual, social and market factors and NFT investment intentions.FindingsThe results suggest that personal innovativeness, reward sensitivity, NFT knowledge, subjective norms and perceived value positively impact NFT investment intentions. Additionally, age and income moderate the effects of subjective norms and perceived value on investment intentions, highlighting demographic influences.Practical implicationsFor practitioners, insights into investor motivators can inform strategies to promote NFT investments, such as promoting the high reward potential, enhancing investor knowledge, leveraging social proof and emphasizing NFTs' perceived value. For academics, the findings open pathways for further research into investor psychology and the evolving dynamics of NFT and traditional investment markets.Originality/valueThis study advances NFT literature by identifying determinants of NFT investment behavior, a relatively uncharted area. By incorporating theories from investment behavior and technology adoption, it provides a new framework to understand the psychological and social drivers specific to NFT investments.

Factors That Influence Satisfaction in the Emergency Unit of A Healthcare Center

Objective: The objective of the study is to demonstrate the influence of the factors of compliance with procedures, knowledge about the health condition and perception of recovery on patient satisfaction in an emergency unit of a health center. Theoretical Framework: The main concepts on quality of health care are considered, the Donabedian Model and its components such as structure, process and results that provide a solid basis to understand the context of the research. Method: The methodology includes a non-experimental design, with a quantitative approach, the data collection instrument is a questionnaire with a Likert scale, which was applied to the sample of 170 individuals. For the statistical analysis, an exploratory factor analysis and partial least squares structural equation modeling (PLS-SEM) were used. Results and Discussion: The results obtained indicate that the knowledge that the patient has about his health condition has a greater influence on his satisfaction, followed by compliance with procedures, and lastly perceived recovery. Research Implication: The research has the implication of demonstrating the need for health institutions to focus on improving the efficiency of processes, doctor-patient communication and the perception of patient recovery in order to increase their satisfaction. Originality/Value: The originality of this study lies in its multifactorial approach and in the use of a data collection instrument appropriate for this purpose.