Patient Loyalty Research Articles

Shaping Patient Loyalty through Quality Care: Analyzing Patient Satisfaction in Public Hospitals in Ghana

Public hospitals in Ghana face challenges such as limited resources and inconsistent care delivery, which impact patient satisfaction and loyalty. In this context, enhancing service quality is crucial for retaining patients and improving healthcare outcomes. This study investigates the role of service quality in shaping patient loyalty and explores patient satisfaction as a mediator in selected public hospitals in Ghana using the SERVQUAL model. A survey was conducted among 200 outpatients from five public health facilities in Kumasi, Ghana, between January and February 25, 2024. A quantitative methodology was applied to evaluate how patients' perceptions of service quality influence their loyalty toward public healthcare providers. In order to analyze the data, SPSS and the smart partial least square (PLS) software version 3.0 were used for structural equation modeling (SEM). The findings revealed that communication, the physical environment, and responsiveness significantly affect patient loyalty, whereas factors such as privacy, safety, and a customer-friendly atmosphere do not. Additionally, this study confirmed that patient satisfaction mediates the relationship between service quality and patient loyalty, underscoring the importance of service quality in enhancing both satisfaction and loyalty in health care. Based on these insights, this study recommends that health care institutions improve their service quality to strengthen public healthcare systems. The significance of this paper extends beyond regression analysis, as it also addresses the delayed effects of service quality on patient loyalty, considering both direct and indirect influences in the regression models.

Exploring patient loyalty in telemedicine through bibliometric analysis and future horizons

Purpose In an era of rapid telemedicine expansion, patient loyalty is paramount for effective health-care delivery. This study aims to understand loyalty behaviours in telemedicine to refine services. The primary objectives are to elucidate the current state of scholarly inquiry concerning loyalty within the telemedicine sphere and to address existing research deficiencies within this domain. This exploration seeks to provide valuable insights and contribute to the advancement of knowledge in this critical area of inquiry. Design/methodology/approach This study uses a bibliometric analysis to investigate patient loyalty in telemedicine. By reviewing existing literature and analysing bibliometric data, the research identifies key deficiencies and addresses pertinent research questions within the telemedicine loyalty domain. This methodological approach aims to offer a comprehensive understanding of the current state of research and highlight areas requiring further investigation. Findings This study reveals significant gaps in existing research on telemedicine loyalty, identifying a need for more focused studies on patient loyalty behaviours. Through a bibliometric analysis, the findings highlight critical areas for improvement and potential strategies for enhancing patient loyalty in telemedicine. These insights are crucial for refining telemedicine services and ensuring effective health-care delivery. Research limitations/implications The findings may not capture all dimensions of patient loyalty in telemedicine, requiring further empirical studies. Future research should expand on these limitations by incorporating diverse methodologies and broader data sets to validate and extend the study’s insights. Practical implications The insights from this study can help health-care providers refine their telemedicine services to enhance patient loyalty. By understanding loyalty behaviours, providers can develop targeted strategies to improve patient satisfaction and retention. These practical implications are essential for the continuous improvement of telemedicine services, ensuring they meet patient needs and expectations effectively. Social implications Enhancing patient loyalty in telemedicine leads to significant societal benefits, particularly by improving health-care access for underserved populations in rural or economically disadvantaged areas. Continuous and trusted care helps reduce health-care disparities and fosters health equity, positively impacting quality of life through timely medical consultations. In the context of medical tourism, telemedicine facilitates reliable remote consultations, boosting confidence in health-care systems abroad and benefiting local economies. In addition, tourists can access health-care services while travelling, enhancing their sense of safety and well-being. Overall, these advancements highlight telemedicine’s potential to create a more equitable and accessible health-care landscape. Originality/value This study fills a critical gap in telemedicine research by focusing on patient loyalty, an area often overlooked in existing literature. The bibliometric analysis offers a novel approach to understanding and addressing loyalty behaviours. The findings contribute valuable knowledge, advancing the discourse on telemedicine loyalty and providing a foundation for future research and service improvements.

Hospital Customer Competition Issues are being addressed through Confirmation Factor Analysis on Experiential Marketing, Brand Trust, and Loyalty

Introduction The post-COVID-19 pandemic has caused an epidemiological transition that has pushed the pace of development of the health service system even further. Issues and revolutions in the health service industry have made all health service industry providers compete with each other to get service users with competitive advantages in the potential global health market. The hospital has improved revenue sustainability while promoting quality assurance practices. These healthcare industry managers have become adept at introducing business practices into business operations to increase the market for hospital customers. Exploratory factor analysis on important marketing dimensions such as experiential marketing, brand trust, and patient loyalty is very much needed in the issue of competition in the health service industry in hospitals. Materials and Methods This research was quantitative research with a survey approach to outpatients with a sample size of n=255 patients according to Lemeshow (1997). Identification of loading factor analysis includes experiential marketing variables, brand trust, and loyalty. Data analysis used IBM SPSS Statistics 26 Results The research results showed 1) an important loading factor on the experiential marketing variable is the Think dimension indicator (0.845), 2) an important loading factor on the brand trust variable is the brand characteristic dimension (0.945) and 3) an important loading factor on variable loyalty is Repeat Purchase (0.925) Conclusion Dimension of brand trust is the most important dimension in the issue of competition in the health service industry in hospitals. Strengthening and expanding hospital branding as a promotion strategy to add positive value to the reputation of patient and community services at the hospital.

Do Longer Operational Hours Affect Patient Loyalty? A Study of Facility Health Care in Bali, Indonesia

Do Longer Operational Hours Affect Patient Loyalty? A Study of Facility Health Care in Bali, Indonesia

Following carpel tunnel release, what factors affect whether patients return to the same or different hand surgeon for a subsequent procedure?

Following carpal tunnel release (CTR), patients may be indicated for subsequent hand surgery (contralateral CTR and/or trigger finger release [TFR]). While surgeons typically take pride in patient loyalty, the rate of returning to the same hand surgeons has not been previously characterized. Patients undergoing CTR were isolated from 2010-2021 PearlDiver M151 dataset. Subsequent CTR or TFR were identified and characterized as being performed by the same or different surgeon, with patient factors associated with changing to a different surgeon determined by multivariable analyses. In total, 1,121,922 CTR patients were identified. Of these, subsequent surgery was identified for 307,385 (27.4%: CTR 289,455 [94.2%] and TFR 17,930 [5.8%]). Of the patients with a subsequent surgery, 257,027 (83.6%) returned to the same surgeon and 50,358 (16.4%) changed surgeons. Multivariable analysis found factors associated with changing surgeon (in order of decreasing odds ration [OR]) to be: TFR as the second procedure (OR 2.98), time between surgeries greater than 2-years (OR 2.30), Elixhauser-Comorbidity Index (OR 1.14 per 2-point increase), and male sex (OR 1.06), with less likely hood of changing for those with Medicare (OR 0.95 relative to commercial insurance) (p<0.001 for each). Pertinent negatives included: age, Medicaid, and having a 90-day adverse event after the index procedure. Over fifteen percent of patients who required a subsequent CTR or TFR following CTR did not return to the same surgeon. Understanding what factors lead to outmigration of patients form a practice may help direct efforts for patient retention.

The Influence of Satisfaction on Service Quality and Intention to Recommend Mediated by Patient Loyalty

The purpose of this study is how the role of the Hospital as one of the health service facilities has a very strategic role in efforts to accelerate the improvement of the health of the Indonesian people. This strategic role is owned because the hospital is a technology-intensive health facility. This role is increasingly prominent considering the emergence of changes in disease epidemiology, changes in demographic structure, developments in science and technology, changes in the socio-economic structure of society, and services that are of better quality, friendly and able to meet the needs that demand changes in health service patterns in Indonesia. The analysis method is carried out through explanatory research, with the application of PLS / SEM. The concepts and problems studied look at the causal relationship, then explain the variables that cause the problems studied. The research sample was 384 respondents who had received services at a government tertiary hospital in Batam City. The findings of this study were patient satisfaction with the quality of service had a significant positive effect on patient loyalty. Patient satisfaction with the quality of service had a significant positive effect on the intention to recommend. Patient loyalty had a significant positive effect on the intention to recommend. Patient satisfaction with the quality of service had a significant positive effect on the intention to recommend with the mediation of patient loyalty

Analyzing the Impact of Marketing Mix and Hospital Brand Image on Patient Satisfaction and Loyalty: A Study at XYZ Maternity Hospital

This study examines the impact of the marketing mix and hospital brand image on patient satisfaction and loyalty at XYZ Maternity Hospital. As healthcare services face increasing competition, especially among hospitals, marketing strategies such as the 7P marketing mix and brand image play a crucial role in enhancing patient satisfaction and building loyalty. The study uses a quantitative method with 205 postpartum patients as respondents. Data analysis using PLS-SEM reveals that both the marketing mix and hospital brand image have a significant positive effect on patient satisfaction, which in turn strongly influences patient loyalty. These findings underscore the importance of focusing on improving patient-centered services and maintaining a positive hospital image to foster long-term patient loyalty.

The Effect of Competence of Conservative Dentist Specialists on Patient Satisfaction with Dental Health Services and Its Relationship to BPJS Patient Loyalty at the Hospital

This study examines the influence of the competence of dental conservation specialists on patient satisfaction and its relationship to BPJS patient loyalty in hospitals. The competencies of dental specialists, including technical expertise, deep knowledge, and communication skills, are crucial in delivering high-quality and satisfying dental health services. Patient satisfaction is a key indicator of healthcare success, especially in dental services, where procedures such as root canal therapy and dental restoration require a high level of expertise. This research aims to analyze how the competence of dental conservation specialists impacts patient satisfaction and how this satisfaction influences BPJS patient loyalty. The research utilizes a qualitative approach with a case study method involving BPJS patients who received dental conservation services in hospitals. Data were collected through semi-structured interviews and questionnaires, focusing on patients' experiences with dental services. The data were analyzed using thematic analysis, identifying key themes related to dentist competence, patient satisfaction, and loyalty. The findings highlight the importance of continuous training for dental conservation specialists in improving patient satisfaction and fostering loyalty to the hospital's services. These efforts will not only enhance the quality of dental care but also support the sustainability of the BPJS program in providing accessible and affordable healthcare.

Key Predictors of Patient Satisfaction and Loyalty in Saudi Healthcare Facilities: A Cross-Sectional Analysis.

Patient satisfaction and loyalty are essential indicators of healthcare quality, directly impacting patient outcomes and the long-term success of healthcare facilities. Despite the growing importance of patient-centered care in Saudi Arabia, there is limited research exploring the factors that influence patient satisfaction and loyalty, particularly in the Riyadh region. This study aims to identify the key factors influencing patient satisfaction and loyalty among Saudi patients attending public and private healthcare facilities in the Riyadh region. The study focuses on how healthcare service quality, communication, and demographic factors contribute to patient satisfaction and loyalty. A cross-sectional study was conducted with a sample of 350 Saudi patients from 10 healthcare facilities in Riyadh. Data were collected using the Patient Satisfaction Questionnaire (PSQ-18) and the Patient Loyalty Questionnaire (PLQ). Descriptive statistics, Pearson correlation, and multiple linear regression were employed to identify predictors of patient satisfaction and loyalty. Significant predictors of patient satisfaction included general satisfaction (β = 0.48, p < 0.001), communication (β = 0.35, p < 0.001), and the frequency of healthcare visits (β = 0.13, p = 0.011). Private healthcare facilities had higher satisfaction (p < 0.001) and loyalty scores (p < 0.001) compared to public facilities. Patient loyalty was strongly predicted by general satisfaction (β = 0.55, p < 0.001) and communication (β = 0.42, p < 0.001). Communication quality and patient satisfaction are key drivers of patient loyalty in Saudi healthcare facilities. Private facilities outperform public ones in patient satisfaction and loyalty. These findings emphasize the need for healthcare providers to enhance communication and service quality to foster patient loyalty. Tailored approaches to meet the diverse needs of patients, particularly in terms of education and visit frequency, are crucial for improving healthcare outcomes in Saudi Arabia.

Enhancing patient engagement through CRM systems: A pathway to improved healthcare delivery

This research paper explores the critical role of Customer Relationship Management (CRM). systems in enhancing patient engagement and improving overall healthcare delivery. With the increasing emphasis on patient-centered care, healthcare organizations are seeking innovative solutions to foster stronger relationships with patients, streamline interactions, and improve service quality. Drawing on insights gained from implementing CRM systems at eMedic Technologies Africa, the study analyzes how these platforms can significantly enhance communication, facilitate personalized care, and drive operational efficiency within healthcare settings. CRM systems serve as a powerful tool for managing patient interactions, enabling healthcare providers to gather and analyze data on patient preferences, behaviors, and needs. This data-driven approach allows organizations to tailor services and communications, leading to increased patient satisfaction and loyalty. By streamlining administrative processes, CRM systems reduce the burden on healthcare staff, allowing them to focus on delivering high-quality care. The paper proposes a comprehensive framework for integrating CRM tools into healthcare operations. This framework includes key components such as data management, communication strategies, and patient feedback mechanisms. By effectively leveraging CRM capabilities, healthcare organizations can improve appointment scheduling, enhance follow-up care, and provide timely reminders for preventive services. Furthermore, the study emphasizes the importance of fostering a culture of patient engagement, where healthcare providers actively seek feedback and involve patients in their care decisions.Ultimately, this research highlights the transformative potential of CRM systems in healthcare delivery. By prioritizing patient engagement through effective CRM implementation, healthcare organizations can not only improve patient outcomes but also achieve greater operational efficiency. The findings underscore the need for a strategic approach to adopting CRM technologies, ensuring that healthcare providers are well-equipped to meet the evolving demands of patients and navigate the complexities of modern healthcare. This paper serves as a valuable resource for healthcare leaders looking to enhance patient engagement and optimize service delivery through innovative CRM solutions. Keywords: CRM Systems, Patient Engagement, Healthcare Delivery, Operational Efficiency, Digital Healthcare Solutions

Health locus of control, perceived health competence, and satisfaction of patients with rheumatological conditions versus periodic health examination patients

ABSTRACT Important health management goals include building patient loyalty, predicting patient behavior and adherence, and understanding treatment outcomes. This study focused on health locus of control (HLC), perceived health competence, and satisfaction with care in an outpatient sample by comparing chronic care patients and periodic health examination (PHE) patients in the same clinic. The study sample consisted of 146 adult patients from a rheumatology outpatient clinic. Participants responded to validated measures of psychosocial variables and answered a sociodemographic and health status information form. The findings showed that while both patient groups were similarly satisfied with care, chronic care patients perceived lower levels of health competence and internal HLC and higher levels of chance HLC than PHE patients. Satisfaction with care was negatively associated with chance HLC in the chronic care group, while health competence was negatively associated with chance HLC in the PHE group. The findings of the current study suggest that although chronic care patients were satisfied with care, they had stronger chance beliefs and weaker beliefs about internal factors. Hence, for better management of rheumatological conditions, it is important to focus on improving patients’ coping skills through effective health education strategies.

Knowledge and perception of asthma among parents of children with asthma.

Parents' knowledge is an integral part of healthcare quality, impacting treatment adherence, patient loyalty and healthcare utilisation in pediatric asthma. Parental knowledge is particularly crucial as parents influence decision-making for their child's healthcare. To assess parents' knowledge and perceptions of their children's asthma and to identify areas for weakness in therapeutic education. This is transversal survey study based on validated and translated self-administered questionnaire (Arabic asthma knowledge questionnaire AAKQ). The study was conducted in 2 departments: pediatric primary care department at Elomrane and pediatric pneumology outpatient clinics at Bechir Hamza children's hospital of Tunis during 6 months (March2022- October2022). One hundred forty-four parents were involved in the study. Most of the participants were mothers. The mean age was 38 years. Only 27,0% had higher education and smoking in parents was observed in 58% of cases. Our results showed moderate knowledge in 67,9% of participants. The mean of the total knowledge score was 57,7/85. Forty-six per cent of parents had poor knowledge for the first category of the questionnaire. The second category was the most successful part where only 14% had poor knowledge. The mean score of the third category was 13,5/20 with 35,4% of parents having poor knowledge. The mean of total knowledge was found to be higher among participants with higher education (P=0,000), when the gender of the child is masculine (P=0,038), when the parents were asked in Hospital of children of Tunis (P=0,003) and when there is a history of asthma in the siblings (P=0,05). No difference in caregiver's knowledge was based on their age or gender or history of asthma, on the age of the child, his hospitalization for asthma, his asthma control level or his compliance with medication. Knowledge of parents and their children suffering from asthma is acceptable but insufficient. An approach focusing on improving patient education skills is needed to help families understand and accept the disease and achieve optimal control.

""The moderator role of perceived risk on patient loyalty""

""The moderator role of perceived risk on patient loyalty""

PENGARUH EKUITAS MEREK TERHADAP PENGGUNAAN MONITOR PASIEN MEREK PHILIPS DI JAKARTA

This research aims to find out how responses, consumer loyalty and brand equity influence consumer loyalty of Philips monitor patients. Questionnaire respondent data was obtained from end users, namely nurses who work in intensive care rooms in 5 vertical hospitals in Jakarta. The questionnaire was distributed directly to 185 respondents. Hypothesis for 3 hypotheses using SEM PLS analysis with SmartPLS 3. Testing consists of Outer Model, namely Convergent Validity Test, Discriminant Validity Test, Average Variance Extracted (AVE) Test, Composite Reliability Test, Cronbach Alpha Test, Inner Model and Bootstrapping. Test results show that H1: Brand awareness has a positive and significant effect on consumer loyalty. H2: Brand association has a positive and significant effect on consumer loyalty. H3: Perceived quality has a positive and significant effect on consumer loyalty. It is hoped that this research can provide input to companies as a strategy to increase consumer loyalty and can provide good benefits for further research.

REVIEW: THE RELATIONSHIP OF DRUGS INFORMATION SERVICES TO CHRONIC PATIENT LOYALTY

Patient loyalty is one of the most important factors in drug therapy to achieve successful disease treatment. We conducted a literature review to examine the relationship between drug information services and chronic patient loyalty in pharmacies. The method used was a systematic examination of related studies and articles, using a qualitative approach. The first screening included 50 articles and excluded 9 articles, the second screening excluded 30 articles, and the final articles used in this review were 11 articles. The results showed that drug information services had a positive effect on patient loyalty through the mediation of patient satisfaction. The factors that influence drug information services include the type of drug information, competence of the pharmacist, interpersonal communication, and service time. The factors that influence patient loyalty include trust, commitment, customer value, and switching costs. Keywords: Drug information service, patient loyalty, patient satisfaction, service quality, pharmaceutical service quality, customer satisfaction.

"Increasing Patient Loyalty: The Role Of Service Reliability, Brand Image, And Price With Integrity As The Key At The Executive Polyclinic Of Afiat PMI Bogor Hospital"

Business Aspects In the current era of globalization, hospital management is inevitable, this is also faced by PMI Bogor Hospital which is a class B private hospital located in the middle of Bogor City. Assessing the results of Google reviews until January 2024, PMI Hospital Bogor received a Rating rating of 3.7 out of 5.0, which means that the level of trust and patient satisfaction with PMI Bogor Hospital's services is still low. data on repeat visits of old patients at the Afiat polyclinic which reflects a cumulative decrease in patient loyalty, which is around 1-2% in 2023 compared to the previous year. The reliability of the service, brand image and price as well as integrity are suspected to be the causes. The research method used is quantitative descriptive with a cross sectional approach. The number of samples in this study was taken using a convenient sampling technique with a sample of 170 respondents. The data collection tool used used a questionnaire with a linkert scale. It was found that the increase in patient loyalty was indirectly positively influenced by brand image through service integrity as an intervention (indirect &gt; direct estimation value; 0.284 &gt; 0.171), and directly positively influenced by price (estimated value 0.663; P value 0.000) and Service Reliability (estimated value 0.170; P value 0.048) without going through integrity as an intervention. The conclusion of this study is that there is a significant positive influence between brand image variables that are influenced by integrity, but not on price and service reliability which directly have a positive effect on increasing patient loyalty without going through integrity variables

Research on the Planning and Design of Med–Small-Sized Hospitals in China Based on Patient Perceived Value in the Context of Healthcare Model Transformation

China’s aging society has led to a major transformation of the healthcare model from traditional therapeutic medical care to life support healthcare. Med–small-sized hospitals (with 20–299 beds) are expected to play a major role in this transition compared to large hospitals. However, hospitals often take 3–5 years or more from design to construction. In order to guide architects in planning and designing for future needs, this study aims to identify the key points of planning and design that can enhance the value of med–small-sized hospitals in terms of functional configuration, spatial environment, etc. In this study, a questionnaire survey was conducted on the perceived value of 600 patients in Nanjing, China. The data were used to construct a structural equation model (SEM) of perceived value for med–small-sized hospitals in China. There are 24 observed variables in six dimensions, including cost value, functional value, social value, cognitive value, patient satisfaction, and patient loyalty. The final SEM indicates that optimizing functional configurations and spatial environment design can significantly increase the value of hospitals, while patients’ willingness to go to the inpatient department is quite low. Finally, based on the survey findings from Nanjing, we proposed four optimization strategies: (1) promoting diversified development and collaboration based on regional characteristics, (2) optimizing functional configurations, (3) maintaining an efficient and concise patient experience, and (4) optimizing the inpatient department.

Analysis of the Determinants of Patient Loyalty in the Inpatient Installation at the General Hospital 'Aisyiyah St. Khadijah Pinrang District

Analysis of the Determinants of Patient Loyalty in the Inpatient Installation at the General Hospital 'Aisyiyah St. Khadijah Pinrang District

Enhancing loyalty in Islamic hospitals: Exploring customer experience as mediating variables

Purpose – This study investigates the impact of service quality and corporate image on customer experience and loyalty within health institutions.Methodology – Utilizing a correlation research design, data were collected from 80 hospital patients using a purposive sampling technique. Data were analyzed using regression analysis in SPSS version 25.Findings – The findings reveal that Service quality and corporate image significantly enhance customer experience. Moreover, while service quality directly influences loyalty, the impact of corporate image on loyalty is mediated by customer experience.Implications – The study suggests Hospitals should focus on improving service efficiency, communication, and patient satisfaction in order to strengthen patient loyalty. Additionally, cultivating a positive corporate image through patient interactions can further enhance the customer experience, leading to increased loyalty. Originality – This study introduces a novel conceptual model that integrates customer experience as a mediating variable to explain loyalty dynamics in health institutions. This study's contributions are particularly relevant for hospital management, although the relatively small sample size may limit the broader applicability of the results.

Determinants of Patient Loyalty: A Systematic Review

ABSTRACT Patient loyalty is the key to business success for healthcare providers as well as patient health outcomes. This research aims to identify factors that determine patient loyalty using a systematic review study. Articles published in the last 5 years in Proquest, Google Scholar, and PubMed databases were systematically reviewed. Eight articles that met the inclusion and exclusion criteria were selected for further review. Findings regarding the determinants of patient loyalty to healthcare organizations were systematically synthesized. Publications on factors that determine patient loyalty to screening health care providers and 20 articles were included in this study. Twenty articles explore 14 determinants of patient loyalty such as patient satisfaction, quality, value, hospital brand image, trust, commitment, CRM, patient experience, service delivery, relationship marketing and word-of-mouth (WoM), CSR, perceived value, implementation of innovation, and environmental services. This review identified and modeled the determinants of patient loyalty to healthcare providers. Further research should consider extending this research to general hospitals, clinics and health centers. clinics and health centers to identify the most dominant factors of interest. Keywords: Health Services, Patient Loyalty, Systematic Review