<![CDATA[Purpose: Prior studies treat patient experience as an outcome and rarely link provider capability to the disconfirmation process. This study examines how patient-perceived Service Experience Capability (SEC) relates to Patient Satisfaction, directly and through Disconfirmation, by combining Expectation-Disconfirmation Theory (EDT) with a capability-based view.Research Methodology: A cross-sectional online survey was conducted among 199 inpatients of two Paripurna-accredited main clinics (Klinik Utama) in Lampung, Indonesia. SEC was modeled as a higher-order construct (organizational, process, technology, and patient interaction capability) and analyzed using PLS-SEM (SmartPLS 4).Results: SEC was positively associated with Disconfirmation (β = 0.384; R² = 0.148) and Patient Satisfaction (β = 0.420), and Disconfirmation with Patient Satisfaction (β = 0.355; R² = 0.417; all p < 0.001). Disconfirmation partially mediated the SEC–satisfaction link (β = 0.136, p = 0.001, 95% CI [0.058, 0.214]; 24.5% of the total effect).Conclusions: Perceived SEC is linked to more favorable disconfirmation and higher satisfaction, but mainly through a direct pathway; disconfirmation is a complementary mechanism.Limitations: Single-source, cross-sectional data from two clinics limit causal inference and external validity, and expectations were not measured separately.Contributions: The study positions service experience capability as an antecedent of disconfirmation in EDT and offers clinic managers concrete levers: expectation management at admission, standardized communication, streamlined patient flow, and integrated digital services.]]>
Copyrights © 2026
