The role of perceived service quality and patient participation in individuals' re-choice of the hospital

The aim of this study is to examine the role of perceived service quality and patient participation in individuals' hospital re-preference behaviors; to analyze the mediating role of patient participation in the effect of perceived service quality on individuals' hospital re-preference, and to provide a valid and reliable measurement tool by adapting the Patient Participation Scale into Turkish. The data of the study were collected from adult individuals who received inpatient treatment at a university hospital at Konya. Within the scope of the study, the Perceived Service Quality Scale, the Hospital Re-preference Scale, and the Patient Participation Scale adapted into Turkish were used; in addition, the Patient Satisfaction Scale was used to demonstrate content validity. While data obtained from 355 participants were used to adapt the Patient Participation Scale in the study; data collected from 757 participants were evaluated in order to reveal the role of perceived service quality and patient participation in individuals' hospital re-preference. Data analyses were performed using SPSS 27 and AMOS 22 programs. In the first phase of the study, the translation and cultural adaptation process was initiated in order to adapt the Patient Participation Scale to Turkish, and then validity and reliability analyses were conducted. Pearson Correlation analysis was used for the relationships between the scales and their sub-dimensions; the relationships between the demographic characteristics of the participants and the scales and their sub-dimensions were evaluated with parametric tests. A mediated structural model was used for the structural equation model via SPSS Process Macro (Model 4). The Turkish version of the Patient Participation Scale was found to be sufficient in terms of language and content validity. The scale, consisting of 14 items and four sub-dimensions, showed good compliance according to the confirmatory factor analysis results. The analyses revealed that perceived service quality positively affects patient participation and hospital re-preference. In addition, it was determined that the level of patient participation significantly affects individuals' intention to re-prefer the hospital. In addition, it was determined that patient participation plays a partial mediating role in the effect of perceived service quality on hospital re-preference. As a result, perceived service quality positively affects both patient participation and hospital re-preference. Patient participation directly affects individuals' hospital re-choice behavior and significantly shapes the effect of perceived service quality on re-choice. These findings provide important contributions to the literature on health services management and patient satisfaction. Keywords: Hospital Re-Choice; Patient Participation; Perceived Service Quality; Scale Adaptation