Abstract
The goal of this research is to determine the components that compel the healthcare stakeholders to become loyal towards the system. With extensive literature study of previously completed work, six crucial variables has been finalized. Hence, these variables will be justified to uphold loyal patients in healthcare. The findings highlighted the importance of loyalty in medical care. The factors leading to loyalty are identified and the relationship between the distinguished variable and loyalty is reconfirmed as prior documented studies.
Highlights
A conscientious investigation of the numerous researches in the area of service quality and consumer loyalty in healthcare system services reported that there has been limited number of studies that tried to find the dimensions of service quality leading to patient’s loyalty
The service quality assessment is undisputedly dominated by SERVQUAL scale to measure customer satisfaction which is based on expectation and perception gap analysis (Butt & de Run, 2009)
The primary objective of this study is to explore the dimensions of service quality of patient emerging towards loyal patient to hospital
Summary
A conscientious investigation of the numerous researches in the area of service quality and consumer loyalty in healthcare system services reported that there has been limited number of studies that tried to find the dimensions of service quality leading to patient’s loyalty. Majority of the prior studies on service quality and consumer loyalty has primarily focused into industries like telecommunication, hospitality, banking, restaurants, insurance and education. There is no distinct term to define loyal patient in healthcare settings. Recently there is increasing need and conviction to know the patient loyalty traits in healthcare. Previous investigations on patient loyalty are towards healthcare with primary intention of profit earning, controlling expenditure and increasing customers. This research will be an initiative to derive the attributes of loyal patient from the quality of service patient experience in a healthcare setting. The uniqueness of healthcare service is that different hospitals or centers caters with similar services, way of delivery is dissimilar from hospital to hospital (Youssef, 1996)
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