IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0272057.html
   My bibliography  Save this article

Strategies to improve patient loyalty and medication adherence in Syrian healthcare setting: The mediating role of patient satisfaction

Author

Listed:
  • Firas AlOmari
  • Abu Bakar A. Hamid

Abstract

The purpose of this study is to empirically examine the relationships between service quality, patient satisfaction, patient loyalty and medication adherence in the Syrian healthcare setting from a patient’s perspective. Based on random sampling technique, data collection was conducted in six hospitals located in the Syrian capital Damascus. The reliability and validity of the theoretical model had been confirmed using quantitative analyses SmartPLS software. The study indicated that our proposed model can significantly explain (35) per cent of patient satisfaction, (55) per cent of patient loyalty and (46) per cent medication adherence in a statistically manner. Our results highlighted that patient satisfaction mediated the relationship between patient loyalty and service quality (assurance, reliability and financial aspect). Besides, patient satisfaction had mediation effect on the relationship between medication adherence and service quality (reliability and financial aspect). Financial aspect had the highest impact on patient satisfaction (β = 0.242) and medication adherence (β = 0.302). In addition, reliability was the only dimension of service quality that had a significant direct impact on patient satisfaction, patient loyalty and medication adherence. To increase patient loyalty in Syrian hospitals, healthcare professionals should place a greater emphasis on the reliability and responsiveness elements of service quality. To the author’s knowledge, this is the first study conducted during the COVID pandemic to evaluate the mediating role of patient satisfaction in the relationship between service quality, patient loyalty and medication adherence in the Syrian healthcare sector.

Suggested Citation

  • Firas AlOmari & Abu Bakar A. Hamid, 2022. "Strategies to improve patient loyalty and medication adherence in Syrian healthcare setting: The mediating role of patient satisfaction," PLOS ONE, Public Library of Science, vol. 17(11), pages 1-27, November.
    • Handle: RePEc:plo:pone00:0272057
    DOI: 10.1371/journal.pone.0272057
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0272057
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0272057&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0272057?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. Annamaria Lusardi & Daniel J. Schneider & Peter Tufano, 2010. "The economic crisis and medical care usage," NBER Working Papers 15843, National Bureau of Economic Research, Inc.
    2. Hsiu-Lan Wu & Chang-Yung Liu & Wen-Hsin Hsu, 2008. "An integrative model of customers' perceptions of health care services in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1307-1319, November.
    3. Pinka Chatterji & Yue Li, 2020. "Effects of the COVID-19 Pandemic on Outpatient Providers in the US," NBER Working Papers 27173, National Bureau of Economic Research, Inc.
    4. Saad Ahmed Javed & Sifeng Liu & Amin Mahmoudi & Muhammad Nawaz, 2019. "Patients' satisfaction and public and private sectors' health care service quality in Pakistan: Application of grey decision analysis approaches," International Journal of Health Planning and Management, Wiley Blackwell, vol. 34(1), pages 168-182, January.
    5. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    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. Noor’ain Mohamad Yunus & Mohd Zulkifli Abdullah & Nurul Fatihah binti Ramdan & Huda Al Shaiba Bedaia Safsouf Alnuaimi, 2024. "The Impact of Healthcare Service Quality on Patient Satisfaction at University Health Center," Information Management and Business Review, AMH International, vol. 16(3), pages 440-451.

    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. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    2. Ikram, Muhammad & Nahdi, Rabie, 2025. "Toward sustainable development: Unfolding the nexus among exports, foreign direct investment, capital formation, natural resource rent, unemployment, and low-carbon transition in Morocco," Resources Policy, Elsevier, vol. 102(C).
    3. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    4. Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
    5. Okeke, Edward N., 2013. "Brain drain: Do economic conditions “push” doctors out of developing countries?," Social Science & Medicine, Elsevier, vol. 98(C), pages 169-178.
    6. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    7. Xinxin Peng & Xiaolei Tang & Yijun Chen & Jinghua Zhang, 2021. "Ranking the Healthcare Resource Factors for Public Satisfaction with Health System in China—Based on the Grey Relational Analysis Models," IJERPH, MDPI, vol. 18(3), pages 1-13, January.
    8. Mohamed Ismail, 2023. "The Effect of Social Contacts on the Uptake of Health Innovations among Older Ethnic Minorities in the UK: A Mixed Methods Study," Sustainability, MDPI, vol. 15(14), pages 1-19, July.
    9. Sarah A. Burgard & Jennifer A. Ailshire & Lucie Kalousova, 2013. "The Great Recession and Health," The ANNALS of the American Academy of Political and Social Science, , vol. 650(1), pages 194-213, November.
    10. Yu shin Park & Soo Young Kim & Eun-Cheol Park & Sung-In Jang, 2022. "Screening for Diabetes Complications during the COVID-19 Outbreak in South Korea," IJERPH, MDPI, vol. 19(9), pages 1-12, April.
    11. Annamaria Lusardi & Daniel Schneider & Peter Tufano, 2011. "Financially Fragile Households: Evidence and Implications," Brookings Papers on Economic Activity, Economic Studies Program, The Brookings Institution, vol. 42(1 (Spring), pages 83-150.
    12. Ikram, M. & Sroufe, Robert & Rehman, E. & Shah, S.Z.A. & Mahmoudi, A., 2020. "Do Quality, Environmental, and Social (QES) Certifications Improve International Trade? A Comparative Grey Relation Analysis of Developing vs. Developed Countries," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 545(C).
    13. Xiaojing Fan & Min Su & Yaxin Zhao & Duolao Wang, 2021. "Dissatisfaction with Local Medical Services for Middle-Aged and Elderly in China: What Is Relevant?," IJERPH, MDPI, vol. 18(8), pages 1-12, April.
    14. Minjung Cho, 2023. "Evaluating Therapeutic Healthcare Environmental Criteria: Architectural Designers’ Perspectives," IJERPH, MDPI, vol. 20(2), pages 1-34, January.
    15. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    16. Sengazhani Murugesan Vadivel & Kirubaharan Boobalan, 2024. "Influences of Indian postal service quality factors on customer satisfaction amidst Covid-19 pandemic: an empirical study," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 15(2), pages 758-773, February.
    17. Yilmazer, Tansel & Babiarz, Patryk & Liu, Fen, 2015. "The impact of diminished housing wealth on health in the United States: Evidence from the Great Recession," Social Science & Medicine, Elsevier, vol. 130(C), pages 234-241.
    18. McInerney, Melissa & Mellor, Jennifer M., 2012. "Recessions and seniors’ health, health behaviors, and healthcare use: Analysis of the Medicare Current Beneficiary Survey," Journal of Health Economics, Elsevier, vol. 31(5), pages 744-751.
    19. Prajitmutita, Lyn Manassannan & Perényi, à ron & Prentice, Catherine, 2016. "Quality, Value? – Insights into Medical Tourists’ Attitudes and Behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 207-216.
    20. Adnan Muhammad Shah & Xiangbin Yan & Samia Tariq & Salim Khan, 2021. "Listening to the patient voice: using a sentic computing model to evaluate physicians’ healthcare service quality for strategic planning in hospitals," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(1), pages 173-201, February.

    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:plo:pone00:0272057. 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: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    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.