IDEAS home Printed from https://ideas.repec.org/a/bla/ijhplm/v34y2019i1pe726-e735.html

The effect of patient satisfaction with academic hospitals on their loyalty

Author

Listed:
  • Mina Rostami
  • Leila Ahmadian
  • Yunes Jahani
  • Aliakbar Niknafs

Abstract

Objectives Patients' loyalty to a health care institution can lead to the aggregation of patients' medical history in an institution and facilitating access to records by health care providers. Considering the increase of the competition between providers, it is important to gain patients' satisfaction, which leads to their return and loyalty. Therefore, this study evaluated the effect of patients' satisfaction with service quality on their loyalty. Methods A cross‐sectional descriptive and analytical study was carried out in academic hospitals. A sample of 260 patients admitted to these hospitals was recruited. The data gathering tool was an expert‐validated questionnaire which its reliability was confirmed by Cronbach's alpha. Data were analyzed using descriptive statistics, correlation coefficient, and multivariate regression analysis in SPSS20. Results The mean score of service quality was calculated 74.23 out of 100. Among the quality dimensions, “physician visit” had the highest score with 84.01 ± 20, and the “waiting time” dimension had the lowest score with the mean score of 62.45 ± 27.53. The mean score of patients' loyalty was 67.88 ± 29.79. Satisfaction with the six dimensions of service quality: “cost of services,” “hospital environment,” “delivered services,” “access to physicians and health care institutions,” “provision of information to patients,” and “acquaintance with hospitals” were identified as the most influencing factors on loyalty. Conclusions The results showed that patient satisfaction with service quality affects their hospital choices and increases loyalty. In order to increase patient loyalty to academic hospitals, improving the services quality along with delivering cost‐effective cares, improving hospital environment, and providing useful information to patients are recommended.

Suggested Citation

  • Mina Rostami & Leila Ahmadian & Yunes Jahani & Aliakbar Niknafs, 2019. "The effect of patient satisfaction with academic hospitals on their loyalty," International Journal of Health Planning and Management, Wiley Blackwell, vol. 34(1), pages 726-735, January.
    • Handle: RePEc:bla:ijhplm:v:34:y:2019:i:1:p:e726-e735
    DOI: 10.1002/hpm.2685
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/hpm.2685
    Download Restriction: no
    File URL: https://libkey.io/10.1002/hpm.2685?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ashraf A’aqoulah & Raghib Abu Saris & Omar B. Da’ar, 2021. "On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services," Global Journal of Health Science, Canadian Center of Science and Education, vol. 13(9), pages 1-33, September.
    2. Muneeba Razzaq & Sana Rasheed & Safa Khan & Dr Sheraz Ahmed, 2024. "The Effect of Service Quality on Patient Loyalty with Mediation of Patient Relationship Management and Moderation of Hospital Brand Image," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(11), pages 832-866, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
    2. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
    3. Laith Salman Alrubaiee & Sami Aladwan & Mahmoud Hussein Abu Joma & Wael Mohamed Idris & Saja Khater, 2017. "Relationship between Corporate Social Responsibility and Marketing Performance: The Mediating Effect of Customer Value and Corporate Image," International Business Research, Canadian Center of Science and Education, vol. 10(2), pages 104-123, February.
    4. Quan-Hoang Vuong, 2016. "Health communication, information technology and the public’s attitude toward periodic general health examination," Working Papers CEB 16-052, ULB -- Universite Libre de Bruxelles.
    5. Runtang Meng & Jingjing Li & Yunquan Zhang & Yong Yu & Yi Luo & Xiaohan Liu & Yanxia Zhao & Yuantao Hao & Ying Hu & Chuanhua Yu, 2018. "Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals," IJERPH, MDPI, vol. 15(4), pages 1-17, April.
    6. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    7. Ariff Syah Juhari & Muhammad Awais Bhatti & Shishi Kumar Piaralal, 2016. "Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(3), pages 17-36, March.
    8. Akareem, Husain Salilul & Ferdous, Ahmed Shahriar & Todd, Mikala, 2021. "Impact of patient portal behavioral engagement on subsistence consumers' wellbeing," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 501-517.
    9. Hayat Belaid & Ahmed bouchenafa & Abd Elkader Barich & Karima Maazouzi, 2014. "The Quality of Health Services in Bechar Public Hospital Institution," Proceedings of International Academic Conferences 0101005, International Institute of Social and Economic Sciences.
    10. Sushma Rajbanshi & Mohd Noor Norhayati & Nik Hussain Nik Hazlina, 2021. "Perceptions of Good-Quality Antenatal Care and Birthing Services among Postpartum Women in Nepal," IJERPH, MDPI, vol. 18(13), pages 1-13, June.
    11. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    12. Bereket Yakob & Busisiwe Purity Ncama, 2016. "Correlates of perceived access and implications for health system strengthening – lessons from HIV/AIDS treatment and care services in Ethiopia," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-19, August.
    13. Mapuranga Danemore, 2025. "Patient Satisfaction Survey at Mining Clinic in Zvishavane," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 12(8), pages 2419-2434, August.
    14. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    15. Jawad Karamat & Tong Shurong & Naveed Ahmad & Sana Afridi & Shahbaz Khan & Kashif Mahmood, 2019. "Promoting Healthcare Sustainability in Developing Countries: Analysis of Knowledge Management Drivers in Public and Private Hospitals of Pakistan," IJERPH, MDPI, vol. 16(3), pages 1-24, February.
    16. Khan Eijaz Ahmed & Quaddus Mohammed, 2015. "Development and Validation of a Scale for Measuring Sustainability Factors of Informal Microenterprises – A Qualitative and Quantitative Approach," Entrepreneurship Research Journal, De Gruyter, vol. 5(4), pages 347-372, October.
    17. Shiju Liao & Xiaoyun Du & Liyin Shen & Minghe Lv, 2021. "Evaluation Method for Urban Public Service Carrying Capacity (UPSCC): A Qualitative–Quantitative Bi-Dimensional Perspective," IJERPH, MDPI, vol. 18(23), pages 1-18, November.
    18. Ángel Fernández Pérez & Ángeles Sánchez Domínguez, 2017. "Los factores no clínicos como determinantes de la satisfacción con el sistema sanitario público en España," FEG Working Paper Series 01/17, Faculty of Economics and Business (University of Granada).
    19. Hayat Belaid & Ahmed Bouchenafa & Abd Elkader Barich & Karima Maazouzi, 2015. "The Quality of Health Services in Bechar Public Hospital Institution," International Journal of Social Sciences, International Institute of Social and Economic Sciences, vol. 4(2), pages 1-14, May.
    20. Faiza Manzoor & Longbao Wei & Abid Hussain & Muhammad Asif & Syed Irshad Ali Shah, 2019. "Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator," IJERPH, MDPI, vol. 16(18), pages 1-16, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:ijhplm:v:34:y:2019:i:1:p:e726-e735. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www.blackwellpublishing.com/journal.asp?ref=0749-6753 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.