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May 1, 2026Open Access

The Impact of Employee Well-Being on Customer Experience: The Mediating Role of Job Satisfaction

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Authors

HAHussein Mohamad AlmuradImam Mohammad ibn Saud Islamic UniversityIAIYAD A. AL-NSOURImam Mohammad ibn Saud Islamic University

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Implication

Quantitative analysis reveals job satisfaction mediates the effect of employee well-being on patient experience in healthcare settings, suggesting implications for service quality.

Key Points

  • This research aims to investigate how employee well-being influences patient experience through job satisfaction as a mediating factor.
  • Quantitative, cross-sectional research design
  • Data collected from 320 healthcare employees and 200 patients in private hospitals in Saudi Arabia
  • Analysis performed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software.
  • Employee well-being positively affects job satisfaction, leading to enhanced patient experience.
  • The direct effect of employee well-being on patient experience is weaker than the indirect effect through job satisfaction.
  • Mediation analysis confirms job satisfaction partially mediates the relationship between employee well-being and patient experience.

Cite This Study

Almurad et al. (2026) studied this question.

synapsesocial.com/papers/69f444d3967e944ac5567950https://doi.org/10.5281/zenodo.19886685
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1THE IMPACT OF EMPLOYEE WELL-BEING ON CUSTOMER EXPERIENCE: THE MEDIATING ROLE OF JOB SATISFACTION2026
  2. 2EMPLOYEE ENGAGEMENT AND PATIENT EXPERIENCE AS PREDICTORS OF HOSPITAL REPUTATION: INTEGRATING HRM AND MARKETING IN SAUDI HEALTHCARE2026
  3. 3Examining the Mediating Role of Employee Well-Being in the Relationship Between Job Satisfaction and Performance2026
  4. 4The effect of job and personal demands and resources on healthcare workers’ wellbeing: A cross-sectional study2024 · 14 citations
  5. 5The determinants of health workers’ job satisfaction in the Saudi Arabian health facilities2026 · 1 citations