Abstract:

This study aims to determine the effect of patient-physician communication on patient satisfaction and the mediating role of patients' corporate reputation perception in this effect. The sample of the study consists of 579 people. Data were collected with a questionnaire consisting of four parts. Descriptive statistical methods and structural equation modelling were used in the analysis of the data. According to the research findings, both patient-physician communication (β= 0.114) and the sub-dimensions of corporate reputation reliability (β= 0.205), service quality and social responsibility (β= 0.182), customer orientation (β= 0.257) and being a good organization (β= 0.176) affects patient satisfaction. Reliability (β= 0.131), service quality and social responsibility (β= 0.115), customer orientation (β= 0.170), and being a good organization (β= 0.126) dimensions have a mediating role in the effect of patient-physician communication on patient satisfaction. The study results showed that both patient-physician communication and the corporate reputation perceived by the patient are important factors in patient satisfaction, and both variables together strengthen patient satisfaction.

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