Effects of perceived control upon self-efficacy and satisfaction among healthcare service customers

Abstract

This study explores an alternative approach to enhance healthcare service users’ experiences. It proposes and empirically investigates perceived control as a promising factor that would enhance medical service users’ self-efficacy and satisfaction with their healthcare experiences. It adopts a conceptual model which incorporates both antecedents and consequences of perceived control in medical service encounters. A survey research was used to collect responses from 240 South Korean consumers who reported having visited medical service institutions within the previous six months. Data analysis supported all six research hypotheses addressing the relationships among cognitive control, behavioral control, overall control, self-efficacy, and satisfaction. The findings underscore the instrumental role of perceived control on medical service users in establishing a sense of self-efficacy and experiencing satisfaction. Managerial and research implications are provided.