Examining the Role of Customer Self-Efficacy in Service Encounters

This study developed a conceptual model depicting the relationships between perceived encounter quality, patient participation, self-efficacy, satisfaction and loyalty intentions. The hypothesized relationships in the model were assessed using the data collected from 396 respondents in Hong Kong, China. Using moderated regression analysis, the results showed that technical quality, empathy, communication and physical environment have a significant impact on satisfaction, which in turn influences loyalty intentions. Self-efficacy displays a significant moderating influence on the relationship between patient participation and satisfaction. The implications and suggestions for future research are discussed.