J Korean Phys Ther.  2023 Jun;35(3):77-82. 10.18857/jkpt.2023.35.3.77.

The Effect of Physical Therapist’s Expertise and Interactivity on Revisit Intention Based on Trust

• Sim G
• Shin H
• Kim D

• KMID: 2552704
• DOI: http://doi.org/10.18857/jkpt.2023.35.3.77

Abstract

Purpose
This study aimed to examine how the expertise and interactivity of a physical therapist impact a patient’s intention to revisit a hospital based on trust.
Methods
We surveyed 274 patients who received physical therapy in Seoul and Gyeonggi Province to assess their reliability and revisit intentions based on their expertise and interactivity. SPSS 22.0 was used for frequency analysis and reliability verification, while AMOS 18.0 was used for confirmatory factor analysis and model verification.
Results
Physical therapist interactivity significantly impacted patients’ intentions to revisit based on trust. The physical therapist’s expertise had a significant effect on trust but did not demonstrate a significant effect on the intention to revisit.
Conclusion
The interactivity of physical therapists has an important effect on patients’ intentions to revisit a hospital based on trust. Although therapist-centered expertise can generate trust in patients, it positively affects the intention to revisit the hospital. Therefore, it is suggested that physical therapists’ patient-centered expertise and interactivity build patients’ trust and are important for revisiting intention.

Keyword

Professional competence; Patient-centered care; Patient satisfaction; Patient trust