Patient Loyalty Research Articles

Impacts of service quality, brand image, and perceived value on outpatient's loyalty to China's private dental clinics with service satisfaction as a mediator.

This study explores the effects and influence paths of service quality, brand image, perceived value, and service satisfaction on outpatients' loyalty to China's private dental clinics. A cross-sectional survey study was conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected using the convenience sampling method. Of the 230 residents surveyed, 125 had received services in private dental clinics, being the valid sample of this study. A multiple linear regression model was used in exploring factors influencing patient loyalty. Subsequently, the path analysis was used in investigating the relationships among service quality, brand image, perceived value, patient satisfaction, and patient loyalty. After the effects of demographic and socioeconomic variables were controlled, perceived value and patient satisfaction showed significant influences on patient loyalty. Path analysis indicated that perceived value, perceived quality, and expected quality have direct effects on patient satisfaction and have indirect effects on patient loyalty, and patient satisfaction is a mediator. Perceived service quality influences patient loyalty through the effect of patient satisfaction, which plays a key role in promoting patient loyalty. This study implies that managers in private dental clinics can gain support from customers by building customer loyalty toward dental clinics.

Patient Satisfaction, Perception-Expectation Gap, and Costumer Satisfaction Index in Annual Survey 2021 at Dr. Soetomo General Academic Hospital

Highlights: Customers expectations at Dr. Soetomo General Academic Hospital has a higher quality of service. The handling of complaints has a low performance on the quality of services at Dr. Dr. Soetomo General Academic Hospital. Improving service quality requires improvements in efficient complaint handling. Abstract: Service quality is essential in health institutions that can affect patient satisfaction and loyalty. The growth in the number of patients at Dr. Soetomo General Academic Hospital, Surabaya, Indonesia, triggered the diversification of services that require periodic quality control. This study aimed to investigate the performance of 31 departments/units in the hospital, the level of customer satisfaction with services provided, and factors that could influence satisfaction. A survey about service performance, perception, and expectation of services was carried out in 31 departments/units using questionnaires from August to October 2021. Convenient respondents consisted of 2121 patients and their families aged >15. Questionnaire items assessed performance, perceptions, and expectations of health services using the SERVQUAL method. Statistical Package for the Social Sciences (SPSS) software was used to perform an analysis of the results of the measurement and the difference in responses between demographic groups of respondents (p<0.05 was significant). The mean performance score was 92.86, and the gap between their perception and expectation averaged -0.23. Customers' expectations of the provider's competence were met, and its performance was perceived to be the best. Meanwhile, handling complaints was perceived as having the lowest performance, while customers’ satisfaction over it had not been met. The results showed that the hospital could still not fully meet some of the customer expectations, with immediate improvements needed in handling complaints.

The Influence of Location, Services and Community Culture on Patient Loyalty with Satisfaction as Intervening Variables in Spirit Dental Clinic Lubuk Pakam – Deli Serdang

Patient satisfaction is one of the main indicators of health facility standards. Improving the quality of service is absolutely necessary in order to face the era of globalization. The research location was conducted at the Spirit Dental Clinic Pratama Special Dental Clinic, which is located at Jln. Border No. 21 Lubuk Pakam, Deli Serdang. The time of the study was carried out in July – August 2021. The population in this study were all patients who came for treatment at the Spirit Dental Clinic Pratama Special Dental Clinic in July – August 2021. The sample was part of the population consisting of several members of the population. The sample in this study were patients who came for treatment to the Spirit Dental Clinic Pratama Special Dental Clinic for 2 months, namely from July to August 2021 and obtained a total sample of 100 respondents by accident. Based on the results of the research and discussion that have been described, the following conclusions are drawn: Location affects patient loyalty at the Spirit Dental Clinic Pratama Special Dental Clinic, meaning that the better the location of the dental and oral health service provider, the patient's loyalty will increase. Service affects patient loyalty at the Spirit Dental Clinic Pratama Special Dental Clinic, meaning that the better the services provided by dental and oral health service providers, the patient's loyalty will increase. Community culture affects patient loyalty at the Spirit Dental Clinic Pratama Special Dental Clinic, meaning that the better the community culture for dental and oral health services, the patient's loyalty will increase. Location affects satisfaction at the Spirit Dental Clinic Pratama Special Dental Clinic, meaning that the better the location of the dental and oral health service provider, the satisfaction will increase.

Влияние уровня лояльности пациентов на экономические показатели деятельности медицинской организации при оказании платных медицинских услуг

I n t r o d u c t i o n . In modern conditions of the paid medical services market, the vector of competition development is shifting from the concept of classical marketing to relationship marketing, and in these circumstances the issues of forming, retaining and managing patient loyalty come to the fore. The authors propose to consider a fundamentally different approach to measuring patient loyalty by a medical organization. In their opinion, the most effective method for studying the level of loyalty in combination with economic indicators is the consumer loyalty index (English Net Promoter Score, NPS), developed and first introduced in 2003 by Fred Reichheld. T h e p u r p o s e o f t h e r e s e a r c h is to study the impact of patient loyalty on improving the economic efficiency of a medical organization providing paid medical services. M a t e r i a l s a n d m e t h o d s . A study was planned and conducted using the NPS methodology to study patient loyalty. The survey of patients was carried out through SMS messages in automatic mode using a service integrated into the medical information system (MIS) of a medical organization. Previously, patients provided consent to the processing and transfer of their personal data. The results of the survey and data on the actual payment for paid medical services for each respondent were integrated into a consolidated database for further statistical processing. R e s u l t s . The study involved 39320 patients of the dental clinic. The results obtained during the study period coincided with the calculations of Fred Reichheld and confirmed the relevance of the application of this methodology in the current conditions of the paid medical services market. It has been established that the loyalty of patients to a medical organization affects the increase in economic indicators, and achieving a sustainable growth rate of a medical organization and predictable positive financial indicators is impossible without creating a base of loyal repeat patients. In addition, increasing the level of loyalty of repeat patients has a positive effect on NPS, which is directly related to an increase in the average cost of medical appointment and net sales. C o n c l u s i o n . Thus, the level of patient loyalty has a direct impact on the main economic indicators of the medical organization activity.

Analysis of Service Quality and Perception to the Loyalty and Interest of General Patients Revisit in Public Health Center Kalianget Sumenep District

A person's interest in services is related to the ability of the service provider to provide care. Public interest in utilizing outpatient services is influenced by several factors, including the patient's perception of the quality of outpatient services at the Puskesmas. The purpose of this study was to analyze the effect of service quality and perceptions on loyalty and interest in repeat visits of general patients at the Kalianget Public Health Center, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of service quality and perceptions on loyalty and interest in repeat visits of general patients at the Kalianget Public Health Center, Sumenep Regency. The total population is 191 respondents and the sample is 132respondents were taken using Simple Random Sampling technique. In the study, it was found that almost half of the respondents had sufficient service quality as many as 59 respondents (45%). Almost half of the respondents have a sufficient category perception as many as 57 respondents (43%). Almost half of the respondents have loyalty in the moderate category as many as 61 respondents (46%). Almost half of the respondents have an interest in the medium category as many as 58 respondents (44%). Based on the results of the Path Analysis analysis, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted so it is concluded that there is a direct effectservice quality and perceptions of loyalty and interest in general patient repeat visitsat the Kalianget Health Center, Sumenep Regency. It is expected that general outpatients can provide constructive input and criticism so that the services provided can be as expected. Patients can also contribute to efforts to improve quality services, which pay attention to and focus on the interests of community members.

Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases.

Based on the service encounter perspective, this study combines theoretical foundations for such factors as service quality and the characteristics of the hospital service industry to develop a research model scale to investigate whether the quality of hospital services affects patients' perceptions of health service encounters, trust, and loyalty. Nowadays, with the advancement of medical technology, patients pay more attention to the quality of medical services and good service encounters provided by healthcare professionals in order to establish positive patient relationships; hospitals need to improve their own service quality and establish good patient trust relationships so that doctor-patient satisfaction and loyalty can be improved. In a review of related literature, this study found that most past studies focused on issues related of quality of medical services and patient satisfaction, but ignored those related to the relationship between medical service encounters and patient trust and loyalty, as well as the lack of scientific measurement markers for service encounters in the Chinese medical service industry. Therefore, this study uses the Service Encounter Perspective and Service Quality Theory Development Research Scale to collect and analyze data for a typical case of a Chinese tertiary hospital. Finally, this study explores the relationship between the four variables of service quality, service encounter, trust, and loyalty by means of a questionnaire and statistical analysis of the data. Finally, it is concluded that the higher the service quality of the hospital, the higher the customer trust, the higher the service encounter, and in the greater the doctor-patient loyalty.

Hard gelatine capsules: DEM supported experimental study of particle arrangement effect on properties and vibrational transport behaviour

Hard gelatine capsules remain a relevant dosage form for today's pharmaceutical manufacturing. A wide range of colour and print options supports marketing, brand image and patient loyalty. However, the filling of these capsules with various modern dosage forms and combinations thereof may affect their further processing. Therefore, a detailed study was carried out to assess the effect of mechanical-physical properties on the behaviour of differently filled hard gelatine capsules. Capsules filled with powder, free or fixed particles presenting drug microforms and also hard gelatine capsules themselves were evaluated. Basic mechanical-physical characterisation was performed on all samples. Furthermore, their transport on the vibrating conveyor was assessed and simulated using DEM. The results showed a significant influence mainly by the degree of capsule imbalance, i.e., the arrangement of particles in the capsule. It was found that the hard gelatine capsules showed an average of 15.6° lower values for the effective angle of internal friction compared to the powdered vitamin mixture, and in parallel, an average of 14.7° lower values for the static angle of repose were also recorded. The results of the experiments on the vibrating conveyor at a frequency setting of 15 Hz showed three times longer transport time for the vitamin mixture compared to the capsules. Increasing the frequency evened out these differences.

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia.

Background: Patients' loyalty to visit and use the services provided by the primary health centers (PHCs) is an important requirement of a patient referral system in many countries. The aim of this study was to examine the influence of internal service factors (service provider, service process, and service environment) on service quality and behavioural loyalty of patients in Indonesian PHCs. Methods: A cross-sectional study was conducted in 14 districts in Aceh Province, Indonesia between September and December 2020. Data were collected in 102 PHCs that were selected randomly from 137 PHCs that have an Inpatient Unit in the province. A proportional number of patients were recruited from each PHC and 389 patients were included. The demographic data, three components of internal service factors (service provider, service process, and service environment), the service quality and behavioural loyalty were assessed using a validated questionnaire. Hypothesis testing was conducted by using the structural equation model (SEM). Results: Our data suggested that two elements of internal service factors (service provider and service environment) had a positive and significant influence on service quality of the PHCs with p<0.001 and p=0.021, respectively. Service quality had a positive and significant influence of behavioural loyalty of patients to the PHCs (p=0.003). Service quality however did not serve as an intervening variable between internal service factors (service provider, service process, and service environment) and behavioural loyalty of patients, with p=0.091, p=0.230 and p=0.260, respectively. Conclusions: Service provider and service environment are two main factors that influence the service quality and the service quality directly influence the behavioural loyalty on PHC users. Therefore, to increase the patients' loyalty to use the PHC services, the quality of the services should be improved by levelling up the quality of providers and both physical and social environments in the PHCs.

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

Background: Patients’ loyalty to visit and use the services provided by the primary health centers (PHCs) is an important requirement of a patient referral system in many countries. The aim of this study was to examine the influence of internal service factors (service provider, service process, and service environment) on service quality and behavioural loyalty of patients in Indonesian PHCs. Methods: A cross-sectional study was conducted in 14 districts in Aceh Province, Indonesia between September and December 2020. Data were collected in 102 PHCs that were selected randomly from 137 PHCs that have an Inpatient Unit in the province. A proportional number of patients were recruited from each PHC and 389 patients were included. The demographic data, three components of internal service factors (service provider, service process, and service environment), the service quality and behavioural loyalty were assessed using a validated questionnaire. Hypothesis testing was conducted by using the structural equation model (SEM). Results: Our data suggested that two elements of internal service factors (service provider and service environment) had a positive and significant influence on service quality of the PHCs with p<0.001 and p=0.021, respectively. Service quality had a positive and significant influence of behavioural loyalty of patients to the PHCs (p=0.003). Service quality however did not serve as an intervening variable between internal service factors (service provider, service process, and service environment) and behavioural loyalty of patients, with p=0.091, p=0.230 and p=0.260, respectively. Conclusions: Service provider and service environment are two main factors that influence the service quality and the service quality directly influence the behavioural loyalty on PHC users. Therefore, to increase the patients’ loyalty to use the PHC services, the quality of the services should be improved by levelling up the quality of providers and both physical and social environments in the PHCs.

DESCRIPTION OF PATIENT SATISFACTION LEVEL OF HEALTH SERVICES IN PUSKESMAS CIBAREGBEG

Background: Patient satisfaction can be interpreted as the patient's response to the discrepancy between the level of expectations and the actual performance they feel after using the service. Satisfactory and quality service will shape patient loyalty. Purpose: The purpose of this study is to analyze the level of satisfaction and conformity between expectations and reality received by patients with outpatient services in Puskesmas Cibaregbeg based on aspects of service quality dimensions. Methods: The method in this study is quantitative with measurements using a Likert Scale. The sample size in this survey was 380 who received types of services at the Puskesmas Cibaregbeg. Sampling in this survey used cluster random sampling technique. Result: The value of the customer Satisfaction Index is 76.79 % in the interval 76.61–88.30. So that the qualit of service unit performance is "Good". Respondents who have received Puskesmas Cibaregbeg services with a percentage of 70% are female respondents and 30% male respondents. Respondents based on Education who filled out the questionnaire were 68.15% with the last education in elementary school. Based on occupation as many as 59.47% of the Housewives. Conclusion: The value of the assessment element of puskesmas that have deficiencies is tagged U3 (Service time), U9 (Handling of Complaints of Service Users) with the category of poor service, which then becomes a weakness / deficiency of Puskesmas Cibaregbeg in providing health services to the community.

Impact of Service Quality and Patient Orientation on Loyalty Through Mediation of Patient Satisfaction

Unprecedented disruption to growing service sector because of COVID-19 pandemic has put extra burden on an overstretched healthcare sector globally. Understanding changing dynamics and changing patient behavior is needed for survival of hospitals. Present study intends to find relationship between patient orientation, service quality perception, patient satisfaction, and patient loyalty. A descriptive research-based study design was adopted to collect data from 500 patients of 10 multi-specialty hospitals located in north India. To understand relationship between variables and cause and effect chain, PLS-SEM technique was adopted. Findings of the study found significant impact of patient orientation on satisfaction and service quality. Patient satisfaction was a strong determinant of loyalty. Mediating effect of satisfaction between quality and loyalty, and that of quality between orientation and satisfaction was also confirmed. Study concluded that increased satisfaction among patients can be achieved with help of a patient centric approach and quality service delivery.

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

Background: Patients' loyalty to visit and use the services provided by the primary health centers (PHCs) is an important requirement of a patient referral system in many countries. The aim of this study was to examine the influence of internal service factors (service provider, service process, and service environment) on service quality and behavioural loyalty of patients in Indonesian PHCs ( Puskesmas). Methods: A cross-sectional study was conducted in 14 districts in Aceh Province, Indonesia between September and December 2020. Data were collected in 102 PHCs that were selected randomly from 137 PHCs that have an Inpatient Unit in the province. The demographic data, three components of internal service factors (service provider, service process, and service environment), the service quality and behavioural loyalty were assessed using a validated questionnaire. Hypothesis testing was conducted by using the structural equation model (SEM). Results: Our data suggested that two elements of internal service factors (service provider and service environment) had a positive and significant influence on service quality of the PHCs with p<0.001 and p=0.021, respectively. Service quality had a positive and significant influence of behavioural loyalty of patients to the PHCs (p=0.003). Service quality however did not serve as an intervening variable between internal service factors (service provider, service process, and service environment) and behavioural loyalty of patients, with p=0.091, p=0.230 and p=0.260, respectively. Conclusions: Service provider and service environment are two main factors that influence the service quality and the service quality directly influence the behavioural loyalty on PHC users. Therefore, to increase the patients' loyalty to use the PHC services, the quality of the services should be improved by levelling up the quality of providers and both physical and social environments in the PHCs.

Analysis of the Relationship of Mix Marketing with Patient Loyalty and Satisfaction in Hospital

This study aims to analyze the relationship between the marketing mix and patient loyalty and satisfaction at the hospital. The research method used in this research is descriptive qualitative method. The type of data used in this study is qualitative data, which is categorized into two types, namely primary data and secondary data. Sources of data obtained through library research techniques (library studies) which refers to sources available both online and offline such as: scientific journals, books and news sourced from trusted sources. These sources are collected based on discussion and linked from one information to another. Data collection techniques used in this study were observation, interviews and documentation. This data was analyzed and then drawn conclusions. Based on the description analysis, it can be concluded that there is a relationship between the marketing mix on loyalty and patient satisfaction. After the analysis, it can be seen that all elements in the marketing mix have an influence on patient loyalty to reuse services at the hospital. After the analysis, it can be seen that the relationship between the marketing mix and customer satisfaction is very influential because the marketing mix is ​​a factor or market element used to satisfy customers.

Analysis of the Relationship of Mix Marketing with Patient Loyalty and Satisfaction in Hospital

This study aims to analyze the relationship between the marketing mix and patient loyalty and satisfaction at the hospital. The research method used in this research is descriptive qualitative method. The type of data used in this study is qualitative data, which is categorized into two types, namely primary data and secondary data. Sources of data obtained through library research techniques (library studies) which refers to sources available both online and offline such as: scientific journals, books and news sourced from trusted sources. These sources are collected based on discussion and linked from one information to another. Data collection techniques used in this study were observation, interviews and documentation. This data was analyzed and then drawn conclusions. Based on the description analysis, it can be concluded that there is a relationship between the marketing mix on loyalty and patient satisfaction. After the analysis, it can be seen that all elements in the marketing mix have an influence on patient loyalty to reuse services at the hospital. After the analysis, it can be seen that the relationship between the marketing mix and customer satisfaction is very influential because the marketing mix is ​​a factor or market element used to satisfy customers.

UTILISATION OF UPT HEALTH SERVICES OF BANDUNG ISLAMIC UNIVERSITY BY ACADEMIC COMMUNITY

Bandung Islamic University participates in improving public health level by building a clinic named UPT Health Services of Bandung Islamic University. However the number of visit is still low: 2.34% by students, while by staff and lecturers: 32.32%. Patients satisfaction could influence this condition. The study aim was to analyse clinic utilisation by academic community, and to know patients satisfaction. This study was a descriptive research with a survey approach. The population was academic community of Bandung Islamic University having a medical treatment at the clinic. The samples were students (172 people), staff (51 people) and lecturers (61 people) with inclusive criteria: active students, and permanent staff and lecturers, and exclusive conditions for students on leave and for staff and lecturers on going study and on leave. This study was conducted between January 2020 and December 2020. The result showing clinic utilisation 51.74% by students, 84.31% by staff, and 67.21% by lecturers was good enough. Students (51%), staff (74.4%) and lecturers (68.3) had high satisfaction level. This was proven by revisiting clinic more than 1 time by students (31.97%), staff (78.43%) and lecturers (57.38%), because patients satisfaction gives a direct impact on patients loyalty making patients revisit health services.

The mediating role of hospital reputation in the effect of doctor reputation on patients loyalty

ABSTRACT Health managers should measure and manage their corporate reputation and doctors’ reputations to increase patient loyalty. When a hospital is a patient's first preference, this provides a competitive advantage. The purpose of this study was to investigate the effect of doctors’ reputations on hospital reputations and to investigate the effect of the two variables on patient loyalty. According to the study results, a doctor's reputation positively affects hospital reputation and patient loyalty. However, hospital reputation has a stronger effect on patient loyalty than doctor's reputation. Finally, the study results note that hospital reputation and doctor's respect are not interchangeable. The reputation of the doctor and the reputation of the hospital are significant in ensuring the patient's loyalty, so healthcare professionals should develop strategies to increase them both.

KEPERCAYAAN MEMODERASI KUALITAS PELAYANAN ISLAMI TERHADAP LOYALITAS PELANGGAN PADA KLINIK PENGOBATAN HERBAL DI PONOROGO

This study examines the marketing of services that focus on herbal medicine clinics. Herbal medicine clinic is a service business that has special characteristics in its services, so the purpose of this study is to explore the impact of Islamic service quality on patient loyalty with trust as a moderating variable. The method used is quantitative with SEM analysis tool, with AMOS application. This study answers the 3 hypotheses proposed, in which the results of the path coefficients indicate that the three hypotheses are accepted and support previous research. The implication of this research is that patient trust is the main thing in a service business, so to achieve that trust, service providers must provide quality Islamic services so that there is a long-term relationship with patients, namely patient loyalty.&#x0D; &#x0D; Keywords: Loyalty, trust, clinic, Compliance, sharia

People Treated Upper Limb Surgery Comparing Positive Patient Outcomes with Regional Anesthetic vs General Anesthesia

Aim: Patient loyalty is a crucial indicator of health-care effectiveness. Moreover, there are really only some few researches has looked into this topic. The major goal of our current research was to associate patient satisfaction in people treated upper limb procedures under regional anesthetic vs general anesthesia. The objectives were to compare span of hospital stay also durability of analgesia here among two procedures. Methods: The cross-sectional research remained conducted in the tertiary care teaching hospital. The research comprised individuals seen between ages of 17 and 61 who were receiving upper limb surgery and had a physical state of American Society of Anesthesiologists grade 1–3. A 10-item prefab perioperative scale was used to collect client experience with anesthesia in cases getting GA and RA, having 120 Individual in every set, at least 24 hours following surgery. The Mann–Whitney–Wilcoxon tests remained utilized to associate statistical information among sets, while the Chi-square test has been employed for explanatory data. Results: Participants in the RA condition had substantially greater overall satisfaction than those in the GA group (P 0.002) across all 12 questionnaire items and the overall score. Analgesia frequency remained likewise considerably greater in RA than in GA (P 0.002). The period of hospital admittance in GA remained similarly considerably greater than in RA (P 0.002). Conclusion: For upper limb procedures, RA gives higher client experience than GA, as well as the longer time of analgesia in addition a shorter hospital admittance. Keywords: Individual loyalty, crucial indicator of health-care effectiveness, Regional Anesthetic Vs General Anesthesia.

STRATEGI BRANDING DALAM PEMASARAN DI RUMAH SAKIT

In the era of globalization, the hospital view is not only to carry out its social mission to improve public health but also to be profit-oriented. Therefore, marketing has an important role in the hospital industry. A good marketing strategy will be able to create welfare for patients, but also for the hospital's financial performance. The branding strategy in hospital marketing is a popular strategy at this time and is one of the strategies that are closely related to creating brand equity of the hospital. This study aims to further examine how branding strategy is in hospital marketing and its assessment of consumer loyalty and engagement. This study is a literature review of articles obtained from the ScienceDirect, ProQuest, and Scopus databases. a total of 7 articles were screened from 723 articles and reviewed. It was found that the strategy can create brand equity for the hospital organization as well as for a good relationship with health and patient loyalty.

A meta-analysis of the determinants of patient satisfaction and loyalty

In the contemporary competitive environment, healthcare providers have had to ensure that their customers are satisfied with the quality of medical service they receive as this is critical in customer retention and their repeated use of the service of the healthcare provider. Taking the patient's perspective, several studies have attempted to identify the determinants of patient satisfaction and their loyalty toward healthcare providers. Studies have yielded mixed results and to get a clearer understanding of these relationships, we perform a meta-analysis of 13 studies to test nine hypotheses. We discuss the implications of the results.