Linking Frontline Employee Self-Efficacy to Customers Service Performance in Healthcare Industry: A Dynamic Capability Perspective

Figures & data

Figure 1 Research Model.

Table 1 Characteristics of the Doctors Sample

Variable		Counts (n)	Frequency (%)
Gender	Male	24	19.5
	Female	99	80.5
Age	≤25	21	17.1
	26–30	40	32.5
	31–39	30	24.4
	≥40	32	26.0
Highest education	Specialist and below	67	54.5
	Bachelor degree	48	39.0
	Master degree and above	8	6.5
Years of work	≤5	50	40.7
	6–10	33	26.8
	>10	40	32.5

Table 2 Characteristics of the Consumers Sample

Variable		Counts (n)	Frequency (%)
Gender	Male	717	94.1
	Female	45	5.9
Age	≤20	25	3.3
	21–30	404	53.0
	31–40	237	31.1
	>40	96	12.6
The first time service was received	In 2018 and before	286	37.5
	In 2019	143	18.8
	In 2020 and beyond	333	43.7
Consumption times in the last year	Twice and less	436	57.2
	More frequently than twice	326	42.8

Table 3 Properties of Measurement Model

Latent Variable	Claims Label	Factor Loading	AVE	CR	Cronbach’s α
SE	SE1	0.794	0.631	0.895	0.895
	SE2	0.771
	SE3	0.867
	SE4	0.799
	SE5	0.734
SC	SC1	0.765	0.591	0.853	0.853
	SC2	0.777
	SC3	0.736
	SC4	0.796
RC	RC1	0.936	0.642	0.899	0.899
	RC2	0.835
	RC3	0.737
	RC4	0.677
	RC5	0.798
SP	SP1	0.716	0.619	0.919	0.919
	SP2	0.768
	SP3	0.745
	SP4	0.772
	SP5	0.826
	SP6	0.869
	SP7	0.799

Table 4 Discriminant Validity Test (Fornell & Larcker Criteria)

	SE	SC	RC	SP
SE	0.794
SC	0.505	0.769
RC	0.605	0.670	0.801
SP	0.670	0.607	0.732	0.787

Note: Bold values on the diagonal represent the square root of AVE.

Table 5 Discriminant Validity Test (HTMT)

	SE	SC	RC	SP
SE
SC	0.503
RC	0.605	0.667
SP	0.671	0.604	0.725

Figure 2 Structural model results.

Notes: **p<0.01;***p<0.001.

Abbreviation: NS, Not significant.

Table 6 Structural Relationship

Hypothesis	Path Coefficient	t-Statistics	Std Error	p-value	f^2	Results
H1:SE→SC	0.442	5.233	0.085	<0.001	0.343	Supported
H2:SE→RC	0.355	3.893	0.091	<0.001	0.210	Supported
H3:SC→RC	0.433	4.878	0.089	<0.001	0.390	Supported
H4:SC→SP	0.197	1.905	0.104	0.054	0.039	Not Supported
H5:RC→SP	0.554	6.114	0.091	<0.001	0.482	Supported

Table 7 Results of Mediation Testing

Path	Direct Effect	Indirect Effect	Bias-Corrected CI at 95%		Result of Mediation
			Lower Bounds	Upper Bounds
SE→SC→SP	0.325***	0.087 (ns)	0.003	0.210	No mediation
SE→RC→SP	0. 325***	0.197**	0.079	0.356	Partial mediation
SC→RC→SP	0.197 (ns)	0.240**	0.146	0.346	Full mediation
SE→SC→RC→SP	0.390***	0.106**	0.052	0.180	Partial mediation

Notes: **=p <0.01; ***=p <.001; ns-not significant.