The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention.

The purpose of this study is to find out whether patient experiences of examinations affect their word-of-mouth (WOM) intention and to identify the role of patient satisfaction with the physician in this effect. Data were collected via survey form (N = 1,100). Descriptive statistical methods, reliability analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling were used in the data analysis. According to the result of the study, patient visit experiences had a positive effect on patient satisfaction with the physician, and WOM intention and patient satisfaction with the physician played a mediating role in this effect.