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Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty

Author

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  • Antoinette Asabea Addo

    (Jiangsu University, China)

  • Wenxin Wang

    (Jiangsu University, China)

  • Alex Boadi Dankyi

    (Jiangsu University, China)

  • Olivier Joseph Abban

    (Jiangsu University, China)

  • Geoffrey Bentum-Micah

    (Jiangsu University, China)

Abstract

Patient satisfaction is considered one of the preferred outcomes in health care as it is directly related to the re-use of health services as well as the success and sustainability of the health care facility. The purpose of this study was to examine and analyze the effect of the quality of services rendered by medical personnel on patient loyalty via the mediating influence of patient satisfaction. The study was designed using a cross-sectional questionnaire to collect data. 2372 outpatients were selected by simple random sampling. The data analysis method employed to test the hypotheses was the Structural Equation Modeling (SEM). The results showed that the quality of service rendered by the medical personnel has a positive association with patient satisfaction. Again, the higher the level of patient satisfaction, the higher the level of patient loyalty to medical services. Finally, the results of the indirect test supported the hypothesis that the quality of service of medical personnel has a positive effect on patient loyalty via the mediating influence of patient satisfaction.

Suggested Citation

  • Antoinette Asabea Addo & Wenxin Wang & Alex Boadi Dankyi & Olivier Joseph Abban & Geoffrey Bentum-Micah, 2020. "Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty," European Journal of Business and Management Research, European Open Science, vol. 5(4), July.
    • Handle: RePEc:epw:ejbmr0:v:5:y:2020:i:4:id:50345
    DOI: 10.24018/ejbmr.2020.5.4.345
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