The relationship among perceived value, patient loyalty and patient satisfaction in the hospitals

Abstract

It is possible for patients to prefer the same hospital or to recommend it to others, which are indicators for their loyalty to hospitals, where they receive health care service, only if they are satisfied with the service they have received. When considering today's intense competition conditions in the health sector, it is more important to examine issues that will provide competitive advantage, such as perceived value, by affecting patient satisfaction and patient loyalty. There is a limited number of studies in the literature that examine the perceived value with a multidimensional scale or investigate the relationship between perceived value and patient loyalty. As well as the lack of a sufficient number of studies for consumers in Turkey, there is a limited number of studies for consumers of healthcare sector, which is an important branch of the service sector. The purpose of this study is to relationship. The study was conducted by using the survey method on 783 patients who received outpatient clinic services from the Harran University Research and Application Hospital in Şanlıurfa between 1 and 30 June 2021.