Proceeding of 2025 8th International Conference on Humanities Education and Social Sciences (ICHESS 2025)

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The Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty—A Comparative Analysis of Multi-Disciplinary Treatment and Traditional Single-Disciplinary Treatment Based on Expectancy Theory

Authors
Wei Zhao1, Na Ren2, *
1School of Business, Macau University of Science and Technology, Avenida WaiLong, Taipa, Macau, China
2State Key Laboratory of Quality Research in Chinese Medicine, Institute of Chinese Medical Sciences, University of Macau, Taipa, Macau SAR, China
*Corresponding author. Email: renna2011@163.com
Corresponding Author
Na Ren
Available Online 26 March 2026.
DOI
10.2991/978-2-38476-551-5_80How to use a DOI?
Keywords
Expectancy theory; Healthcare service quality; Patient satisfaction; Patient loyalty; multi-disciplinary treatment model
Abstract

In recent years, China’s supply-side structural reform of healthcare services has continued to deepen. The diversity and complexity of demand-side needs caused by accelerated population aging and rising chronic disease burden have posed severe challenges to the service capacity of the traditional single-disciplinary treatment model. While the multi-disciplinary treatment model has been widely promoted, it faces a “satisfaction paradox”. To explore this mechanism, this study adopts expectancy theory and the hierarchical model of healthcare service quality to analyze how the four healthcare quality dimensions (i.e., interpersonal quality, technical quality, environment quality, and administrative quality) affect patient satisfaction and loyalty. It also compares the differential impacts of these dimensions under the two treatment models to explain the “MDT satisfaction paradox” and fill research gaps.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceeding of 2025 8th International Conference on Humanities Education and Social Sciences (ICHESS 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
26 March 2026
ISBN
978-2-38476-551-5
ISSN
2352-5398
DOI
10.2991/978-2-38476-551-5_80How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Wei Zhao
AU  - Na Ren
PY  - 2026
DA  - 2026/03/26
TI  - The Impact of Healthcare Service Quality on Patient Satisfaction and Loyalty—A Comparative Analysis of Multi-Disciplinary Treatment and Traditional Single-Disciplinary Treatment Based on Expectancy Theory
BT  - Proceeding of 2025 8th International Conference on Humanities Education and Social Sciences (ICHESS 2025)
PB  - Atlantis Press
SP  - 737
EP  - 743
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-551-5_80
DO  - 10.2991/978-2-38476-551-5_80
ID  - Zhao2026
ER  -