Patient Loyalty Research Articles

What determines patient loyalty in health services? An analysis to assist service quality management

Changes in the global scenario of healthcare segment have influenced the organizational dynamics. The patients have more options of service providers, and regulatory agencies have demanded the maximization of service quality, improvement of performance indexes, and expansion of service offerings. The purpose of this study is to identify which variables affect client loyalty in relation to the services provided by medicals and dentals clinics, analyzing how these measures can be used to group patients to identify the variables that are decisive for such classification. So, this study evaluated loyalty of the patients through 21 indicators. Data multivariate analysis was used to identify latent factors, to verify how customers could be classified and to identify the most relevant variables. Two latent factors were identified; three clusters by grouping them into loyalty levels and eight indicators. The determinants of satisfaction, brand value, affective commitment, loyalty intent and perceived value were the most relevant for classification. This study contributes to the analysis of the influence of determinants on loyalty intentions. The classification function can be used in health segments to predict patient behavior, and can guide managers in adapting important factors to patient loyalty.

Factors Related to Completeness of Completion and Timeliness of Returning Medical Record Files in Inpatients at Tarakan Hospital

Medical record is a subsystem of the hospital information system as a whole which has a very important role in improving the quality and service in hospitals. This study aims to analyze the factors related to the completeness of filling and the timeliness of returning medical record files for inpatients at Tarakan Hospital. This type of research is a quantitative study using an observational study with a cross sectional study design. Sampling used total sampling so that the sample in this study were doctors at the Inpatient Installation of Tarakan Hospital, totaling 38 respondents. The results showed that there was a relationship between individual characteristics, organizational characteristics, job characteristics and SOPs with the completeness of filling out medical record files and the timeliness of returning medical record files at Tarakan Hospital. Therefore, it is hoped that the hospital management will continue to improve monitoring and evaluation of the importance of maintaining the quality of medical records, then immediately switch to electronic medical records in order to solve problems that exist in the medical record unit, so that performance improvements and service quality in hospitals can be realized. Tarakan which has an impact on increasing patient satisfaction and loyalty

Relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital

This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.

Inpatients’ experience and the associated factors: A cross-sectional study at Lung hospital, Son La, in 2020

Objectives: Medical facilities with an autonomous tendency always try to serve positive and pleasant experiences to improve the brand name, increase patient satisfaction and loyalty. A descriptive cross-sectional study was conducted on 245 inpatients at Lung Hospital in Son La province in 2020. To describe the current situation of the inpatient's experience at Lung Hospital in Son La province by 2020 and its related factors. Methods: This was a cross-sectional study conducted on 245 inpatients at Son La Lung Hospital Results: The study showed that the total score of inpatients’ experience ranged from 22 points to 57 points and the mean of it was 39.7 (6.13) points. Subject's experience scores were divided into 2 groups, the satisfied group accounted for 32.7% and the percentage of the unsatisfied group was 67.3%. As compared to men, a higher total score of women was (OR: 1.134; 95% CI: 0.284-0.997). The urban area group’s score was 1,190 times higher than that of those who live in rural and mountainous areas (95% CI: 1,010 - 1,400). The middle-income group had more positive experience than the low-income group (OR: 1.180; 95% CI: 1.010 - 1.370). Conclusions: Our research showed that gender, living area and economic condition affected the total score of inpatients’ experience at the Lung hospital. Keywords: Patient experiences, inpatient treatment, hospital, associated factors

Patient satisfaction and loyalty to the healthcare organization

PurposeCustomer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL).Design/methodology/approachA self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling.FindingsAll hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC.Practical implicationsThese findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction.Originality/valueAn integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.

HOSPITAL MANAGEMENT RELATED TO PATIENT LOYALTY VIEWING FROM SERVICE QUALITY, SATISFACTION, IMAGE AND VALUE

Health development in Indonesia aims, among others, at making quality, fair and proportionate health services accessible to the Indonesian. Various development efforts have been implemented to realize such ideal covering infrastructure, medical personnel quality, access, health service process and professional attitude presented by hospital. This research objectively aims at analyzing patient loyalty from the perspectives of service quality, image, value and satisfaction of patients of hospitals in Bandung City. 296 in-patients of hospitals type B in Bandung City chosen by accidental random sampling were taken as the sample of this research. This research employs SEM statistically processed using AMOS as its analysis test tool. The results of this research state that from 10 Hypotheses,

The Effect of Patient Experience on Patient Loyalty through Patient Satisfaction in Telemedicine Application Services During the Covid-19 Pandemic

The purpose of this research was to investigate the relationship between patient experience and satisfaction and patient loyalty utilizing Halodoc and Alodokter. Direct and indirect impacts between study variables are among the topics that have been investigated. A cross-sectional research approach was employed in this study, which combined quantitative descriptive analysis with an analytic survey. The research included 500 patients who used Halodoc and another 500 individuals who used Alodokter as part of their treatment. The study sample consisted of 286 individuals, including 143 patients who used Halodoc and 143 patients who used Alodokter, who were selected using the proportionate sampling method. An association between patient experience and patient satisfaction was found to be significant (p-value 0.0000.05), while an association between patient experience and patient loyalty was found to be significant (p-value0.0000.05). As an added bonus, there was a direct relationship between customer happiness and customer loyalty, with a p-value of 0.0000.05. The indirect impact of patient experience on patient loyalty and patient satisfaction as a mediator, however, was shown to be statistically significant (p-value = 0.000 0.05) and was found to be significant. This research suggests that telemedicine services are being used more often in health agencies during the COVID-19 pandemic because of the potential advantages it provides, such as its efficiency and the impact it has on patient happiness and loyalty, according to the findings.

Obstetrics services in Malaysia: factors influencing patient loyalty

PurposeThis study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia.Design/methodology/approachA total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018.FindingsResults show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly.Practical implicationsThe outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry.Originality/valueThis paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.

The organizational culture as factor of assurance of loyalty of personnel of medical organizations

The organizational (corporate) culture is relevant to beliefs and values existing in the organization during long time and also to behavior practices of personnel effecting attitude to work and interpersonal communications. The healthy corporate culture promotes development of positive reputation of physicians, trust and loyalty of patients and medical personnel. It also supports higher compliance to therapy, culture of treatment and forms corresponding behavior of patient (increasing of preventive activities). The purpose of study is to consider opportunities of organizational culture of medical institutions in promoting loyalty of personnel and decreasing of stuff turnover.

Outpatient experiences toward renewed OBGYN OPD’S services at king Saud medical city, Saudi Arabia, in Oct, 2020 - Jan, 2021

Background: Patient experience and satisfaction are essential and widely used metrics for assessing health-care quality, and they can provide valuable and unique insights into daily hospital care and are accepted as independent dimension of quality of care, they have effect on treatment results, the loyalty of patients towards the organization, and malpractice accusations. The aim of this article is to evaluate the patients’ experience toward the Obstetrics and Gynecology (OBGYN) renewed outpatient department services, using the Generic Short Patient Experiences Questionnaire (GS-PEQ), as an indicator, reflective of health care service quality and for improvement of quality.Materials and Methods: The study was conducted among patients (N = 483), of legal age, or patients’ guardians, of both genders, attending the OBGYN outpatient department clinics, of the women’s hospital, at King Saud Medical City (KSMC), in Riyadh, Saudi Arabia, during the period of October 2020 to January 2021. The Generic Short Patient Experiences Questionnaire (GS-PEQ) was randomly distributed to patients, immediately after attending the Outpatient clinical services, which is a self-administered questionnaire of multiple items that measures the most significant elements of patient perceived experience from an outpatient perspective. Results: The analysis showed that the majority of participants had positively responded to the questionnaire items, and 89.3% of participants were overall satisfied toward the OPD services provided. The socio-demographic data showed the majority of participants were females and in the age group of 31-40 years old, married, with a bachelor’s degree. The responses for every question were found to be significant, at P

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

This article explores on how to win satisfaction and loyalty of customers travelling beyond national borders to avail services. The study investigates the effect of customer relationship management (CRM) practices on satisfaction and loyalty of international patients travelling to Indian hospitals. Given the challenges faced by the corporate hospitals in context to international patients, this article identified and discussed the relationship between CRM, customer satisfaction and customer loyalty. The study is based on a cross-sectional analytic study design, wherein primary data was collected through a structured questionnaire on a 5-point Likert scale from 419 respondents and processed through descriptive statistics and structural equation modelling using SPSS AMOS 20*. ‘Trust’ as a driver of CRM was found to be the most important predictor of satisfaction and loyalty, thus strategies around this element shall guide the corporate hospitals in establishing India as a medical tourism hub and having a competitive edge.

Antecedents and Outcomes of Patient Satisfaction

Purpose: Patient satisfaction plays a critical role in determining the competitiveness of health-care organizations. This study is aimed to develop and test a comprehensive conceptual model of the antecedents and outcomes of patient satisfaction, to establish the relationships between the variables. Methodology: The relationships between them were tested using partial least squares-structural equation modeling technique (PLS-SEM), utilizing a sample of 348 patients from dialysis centers in the state of Goa in India. Results: Patient satisfaction was found to mediate the relationship between antecedent-service quality and outcomes – trust, loyalty, and word of mouth. Similarly, trust was found to mediate the impact of patient satisfaction on loyalty and word of mouth. Research Implications: The study integrates the scattered literature on the topic, providing a holistic model with novel insights, which will help researchers in understanding and analyzing the impact of variables influencing as well as influenced by patient satisfaction. Practical Implications: The study determines and shows the importance of antecedents such as trust in health care. While health-care organizations should improve patient satisfaction, they should not stop only at patient satisfaction but rather further work on building trust. Trust, in turn, helps to build patient loyalty and positive word of mouth. The model shows how patient satisfaction and trust play key roles in influencing loyalty and word of mouth, which are important for competitive reasons. Thus, a complete understanding of the findings will assist practitioners in improving the competitiveness of their organizations. Originality/Value: A lot of research exists on the antecedents of patient satisfaction, namely service quality, and outcomes of satisfaction, namely loyalty and word of mouth. On the other hand, there exists limited research on constructs such as trust and its impact on loyalty and word mouth. This research combines both to develop a comprehensive model and tested it using PLS-SEM, providing important findings. The testing of model in dialysis centers adds a novel feature, since not much research is done in this setting. Conclusion: A comprehensive model linking the antecedents and outcomes of patient satisfaction was developed and tested in the dialysis departments of 8 hospitals and all the 9 hypotheses developed were supported.

EFFECT OF THE DRIVERS OF CRM ON LOYALTY OF INTERNATIONAL PATIENTS: A STUDY OF INDIAN HOSPITALS

The study is focused on identifying and exploring the drivers of CRM and predicts the strength of relationship with loyalty of international patients. The study utilized analytical design to explore the drivers of CRM and the sample data was collected through cross sectional survey using a structured questionnaire through a personal interview of international patients / attendants treated at hospitals in the region of Delhi and NCR in India. The technique utilized for data collection was probability sampling technique. Elements of CRM were identified through extensive literature reviews which were further explored through exploratory factor analysis and their impact on Customer loyalty was explored further. The drivers of customer relationship management explored were price (PI) Self service technology (SST)Technology& Physical Environment (TPE), perceived value (PV), trust (TR)relationship (R ), Interactive Relationship (IR), Special and timely interaction (STI),and service quality factor (SQF) and they contributed towards 26.8% in loyalty of international customers. Out of all the drivers’ Trust contributed the most towards loyalty of international patients. There have been very limited studies done in the past on exploration of the drivers of CRM leading to Customer loyalty in case of international patients visiting hospitals in India. This is a unique study which seeks to explore the perspective of international patient’s loyalty through the driver of CRM best suited in Indian context. Thus the study shall enable the key decision makers of the corporate hospitals to make important decisions and strategizing their processes around the key factors which influence the loyalty of international patients in order to promote their respective hospitals and promote India as medical tourism destinations and explore the countries not tapped currently by focusing on the factors and utilizing the advantage of medical expertise and the cost advantage available.

Does Brand Equity Affect Patient Loyalty to The Hospital?

The rapid growth of hospitals creates conditions that force hospitals to develop business strategies to be competitive. Brand equity has a strategic role to create an advantage and distinction over other competitors. This study analyzes the effect of brand equity on brand loyalty at the hospital. The design used is cross-sectional involving 200 samples who were determined using a purposive sampling technique. The statistical test used was the t-test (α = 0.05). The results showed that the overall variable brand awareness, preference metrics, financial metrics, output metrics, competitive metrics, local marketers' perception metrics affected brand loyalty. However, partially the variables of brand awareness and perceptions of local marketers did not have a positive effect. It is recommended that the hospital improves the ease of access and affordability of facilities for patients who use vehicles, provides discounts to patients, especially general/non-insured patients who have been treated repeatedly.

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between customers and service providers The purpose of this study was to explore the mechanism of pharmacy services, patient emotions, satisfaction and trust in influencing patient loyalty. In addition, determines the mediating role of emotional factors, satisfaction and trust. A cross sectional survey has been conducted in outpatient department. The purposive sampling method were used in this study. A total of 300 respondents from six referral hospitals were interviewed. The partial least square-structural equation modelling (PLS-SEM) approach were performed to data analysis. Pharmacy service has a significant effect on positive emotions, satisfaction and trust. The satisfaction has a positive effect on trust and patient loyalty. Trust has a significant influence on patient loyalty. Positive emotions has a positive effect on patient loyalty. Furthermore, positive emotions, satisfaction and trust have a full mediating role. The satisfaction has a partial mediating effect in the relationship between pharmacy service and trust. Trust has a partial mediating effect in the relationship between satisfaction and patient loyalty. Pharmaceutical services have an indirect effect on patient loyalty. These findings emphasize the importance of the pharmaceutical services contribution in building relationships with patients.

Does patient empowerment matter in building loyalty?

AbstractPatient empowerment is becoming an essential tool for improving patient–doctor relationships in the healthcare sector. Past research on empowerment within this sector has focused primarily on hospital staff such as nurses and practitioners, whereas very few studies have focused on patients. Moreover, even less attention has been paid to exploring the effect of patient empowerment on patients' trust in doctors, patient–doctor relationship commitment and patient loyalty. Hence, we investigate the relationships between patient empowerment components (patient education, patient perceived control, doctor support and patient participation), patients' trust in doctors and patient–doctor relationship commitment, which leads to the desired state of patient loyalty. Using hospital‐intercept surveys, 234 responses were obtained from patients at a private healthcare facility in Kuala Lumpur, Malaysia. Using partial least‐squares structural equation modelling (PLS‐SEM) techniques, the results demonstrated that patients who were empowered through education and doctor support were more trusting and that such empowerment also fostered relationship commitment towards their doctor. Patient participation and patients' perceived control did not produce similar outcomes. Consequently, relationship commitment was found to be the dominant predictor in building patient loyalty. This study broadens the dimension of patient empowerment by adding patient education, which is shown to have a positive impact on patient–doctor relationships and to promote patient loyalty. In an increasingly competitive healthcare market where patient loyalty is highly sought after, these findings suggest that empowering patients during healthcare consultation is conducive to the building of long‐term relationships between patients and their doctors.

DESCRIPTION OF THE MANAGEMENT OF MEDICAL RECORD INPATIENT OF SYEKH YUSUF DISTRICT HOSPITAL GOWA 2019

In the current era of global competition, it requires every hospital as a health service facility to be able to provide quality services in order to foster patient loyalty as service users. The medical record is one of the medical support services which is the basis for assessing the quality of medical services. Completeness of medical record files in RSUD Syekh Yusuf Kab. Gowa in a period of three years has fluctuated, namely 20% in 2017, 66% in 2018, and decreased in 2020 to 17%. This study aims to determine the description of medical record data management at RSUD Syekh Yusuf Kab. Gowa 2019.This study used a qualitative descriptive research method with the selection of informants using a purposive technique, and 6 informants were obtained, including 4 medical record officers, 1 head of the inpatient room, and 1 head of the medical records department.The results of the interview showed that the personnel in the medical records department were deemed insufficient, the flow and SOP were not implemented, the facilities and infrastructure were inadequate. In the implementation of medical records, there are still files that are filled in incompletely which results in delays in making reports.It is hoped that the hospital management will increase the number of personnel so that there is no double burden on officers, provide training for medical record officers, and pay attention to facilities and infrastructure to switch from a conventional system to an electronic-based system.

The Effect of Pharmaceutical Care against Patient Loyalty with Intervening Variables of Patient Satisfaction at "X" Pharmacy, Sukoharjo Regency

This study aimed to determine whether there was an effect of pharmaceutical care on patient satisfaction, to find out whether there was an effect of pharmaceutical care on patient loyalty and to find out whether there was an effect of patient satisfaction in partially mediating the relationship between pharmaceutical care and patient loyalty. Data analysis obtained from testing was carried out by knowing whether there was an effect or not carried out by statistical tests, Anova test using the SPSS 16th version. The results showed that pharmaceutical care had a positive effect on patient satisfaction (sig 0.000 <0.05), pharmaceutical care had a positive effect on patient loyalty (sig 0.000 <0.05), patient satisfaction had a positive effect on patient loyalty (sig 0.000 <0.05), and patient satisfaction has an effect in partially mediating the relationship between pharmaceutical care and patient loyalty (sig 0.000 <0.05).

PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN DAN LOYALITAS PASIEN

This study aimed to examine the effect of experiential marketing on patient satisfaction and patient loyalty. It also attempted to discover the experiential-marketing dimension with the predominant effect. It is a quantitative study with a cross-sectional approach. The study population was all inpatients in Rumah Sakit Islam (RSI) Unisma Malang between February and March 2017. The researchers selected 197 respondents as samples using the purposive sampling method from all ward classes except VVIP class. This study’s exogenous variable was experiential marketing, whereas the endogenous variable was patient satisfaction and loyalty. As the instrument, the researchers used a questionnaire to reveal the patients’ perceptions and hopes about experiential marketing applied by the hospital and their satisfaction and loyalty. The researchers used Partial Least Square (PLS) as a data analysis method. The study showed that experiential marketing dimensions (consisting of sense, feel, think, act, and relate) positively and significantly affected patient satisfaction. Experiential marketing insignificantly and indirectly affected patient loyalty through patient satisfaction, and ‘relate’ was the most dominant dimension of experiential marketing in building patient satisfaction.&#x0D; &#x0D; Keywords: experiential marketing; patient satisfaction; patient loyalty.&#x0D;

ANTESEDEN DAN KONSEKUENSI MANAJEMEN HUBUNGAN PELANGGAN DALAM INDUSTRI RUMAH SAKIT

This study aims to examine the Antecedents and Consequences of Customer Relationship Management in PKU Muhammadiyah Surakarta Hospital Industry.The data collection technique in this research is purposive sampling using a questionnaire directly to 80 respondents distributed to outpatients at the PKU Muhammadiyah Surakarta Hospital and 120 online respondents. Hypothesis testing is done by using SEM. The results of this study indicate the quality of service has no significan effect on patient confidence, quality of service has a significan effect on patient commitment, patient satisfaction has a significant effect on patient trust, patient satisfaction has a significant effect on patient commitment, patient value has a significant effect on patient trust, patient value has a significant effect on commitment, trust has a significant effect on patient loyalty, and commitment has a significant effect on patient loyalty.&#x0D; Keywords: Service Quality, Patient Satisfaction, Patient Value, Trust, Commitment, Patient Loyalty.