Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana

Abekah‐Nkrumah, Gordon; Antwi, Maame Yaa; Braimah, Stephen Mahama; Ofori, Charles Gyamfi

doi:10.1108/ijphm-09-2019-0064

Cited by 24 publications

(18 citation statements)

References 47 publications

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“… 24 Satisfaction can be improved through variables such as reliability, empathy, and responsiveness, and the loyalty of patients will be strongly affected by satisfaction. 25 Abekah-Nkrumah et al 26 found that the ownership of health facility will not directly affect PS and PL.…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Liu

et al. 2021

INQUIRY

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This research is primarily focused on the issues of customer loyalty in the healthcare industry, particularly from the perspective of public hospitals in China. The research developed a theoretical model to test the relationship between patient satisfaction (PS), patient trust (PT), and patient loyalty (PL). The empirical data were collected from 1696 patients through the survey questionnaires from the public hospitals in Henan province. This research is an explanatory study, and adopts quantitative method. The measurement scales used in the survey were assessed and refined and the data analysis was performed using AMOS 19.0 to test the theoretical model and hypotheses developed. In addition, an exploratory factor analysis was used to identify the dimensions of PS, PT, and PL. Their reliability and validity were established through confirmatory factor analysis, and the structural equation modeling (SEM) was used in the related hypotheses. The findings indicate that PT is an important antecedent of PL, and PS has no direct relationship with PL. It is worth noting that PS can lead to PL with PT as the mediating variable. The survey results will help public hospital managers to formulate effective strategies and provide a basis for studying PL. The research will prompt hospital managers to pay attention to the factors which contribute to PS, PT, and PL, and maintain the loyalty of patients to medical institutions. This study is one of the few studies on the relationship between PS, PT, and PL in Chinese public hospitals, and it also explores the direct and indirect effects of PT on PL. The results have practical implications for the Chinese healthcare industry.

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Section: Literature Reviewmentioning

confidence: 99%

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Liu

et al. 2021

INQUIRY

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“…It is because customers’ satisfaction positively impacts their loyalty, sales and other attitudinal and behavioural consequences. Therefore, it is necessary to obtain and use critical information about patients’ needs, expectations and choices that affect their satisfaction (Abekah-Nkrumah et al , 2021).…”

Section: Literature Review On Perceived Quality and Patients’ Satisfa...mentioning

confidence: 99%

Perceived quality factors that discriminate parents of orthodontic patients according to their satisfaction

Souki

Ávila

Moura

et al. 2022

IJPHM

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Purpose Monitoring the perception of quality by parents and the satisfaction with their children’s treatment is crucial in developing high-level health-care services. The purpose of this paper is to identify the perceived quality factors by parents of paediatric orthodontic patients according to the levels of satisfaction. Design/methodology/approach A survey with 316 parents of paediatric orthodontic patients of 45 offices in a big Brazilian city was conducted. The questionnaires included statements on the parents’ satisfaction and perception of quality concerning their children’s treatment. The data were analysed using multivariate statistics (exploratory factor analysis, cluster analysis and discriminant analysis). Findings Parents were classified into three clusters according to their level of satisfaction. This survey identified 11 quality factors perceived by parents of patients regarding their children’s orthodontic treatment. Among them, five factors discriminated the clusters: orthodontist’s technical skills, administrative organisation, location (accessibility and convenience), treatment duration and dental supplies. Practical implications This research identified the perceived quality factors that most impacted parents of orthodontic patients’ satisfaction, contributing to dentists in developing strategies and actions to improve the quality of services in dental offices. Originality/value This paper included 11 perceived quality factors in the hypothetical model, identified through literature review and a qualitative phase. Moreover, multivariate statistical analyses confirmed the validity and reliability of the questionnaires, classified respondents in clusters and identified the perceived quality factors that most discriminated them. Therefore, the current investigation presented a more comprehensive and robust analysis than the previous studies on this topic.

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“…Oleh karena itu, menjadi penting bahwa bisnis tidak hanya mencari konsumen baru tetapi yang lebih penting ialah untuk mengatur stategi dan menerapkan cara untuk bisa mempertahankan konsumen lama yang sudah sering berlangganan sebelumnya. Dasar untuk menjaga pelanggan lama ialah karena lebih sulit mempertahankan daripada mendapatkan konsumen baru (Abekah-Nkrumah et al, 2020), sebagian besar bisnis berkomitmen untuk membangun hubungan dengan konsumen yang baik, dan menunjukkan layanan konsumen yang sangat baik (Alam et al, 2021). Selain itu, adanya kepercayaan juga sangat penting dalam menjalin hubungan dengan konsumen.…”

Section: Pendahuluanunclassified

“…Customer Trust adalah inti dari setiap transaksi dan juga merupakan faktor pendorong yang meningkatkan hubungan dengan konsumen. Sehingga hal tersebut dapat mengurangi kecenderungan konsumen untuk beralih ke pesaing, berbagai perusahaan telah menjadikan manajemen hubungan pelanggan (CRM) sebagai fokus utama perbaikan budaya organisasi (Abekah-Nkrumah et al, 2020;Choi et al, 2013). Didalam CRM terdapat komponen yang berpusat pada konsumen yaitu, Customer Orientation, Customer Knowledge, Customer Engagement, dan Customer Advocacy (Alam et al, 2021).…”

Section: Pendahuluanunclassified

Pengaruh CRM Terhadap Customer Loyalty dengan Customer Trust Sebagai Variabel Mediasi Pada Online Shop

Sari

Kurniawati

2022

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The purpose of the study is to find out the influence of Customer Relationship Management (CRM) components, namely Customer Engagement, Customer Knowledge, Customer Advocacy, Customer Orientation and with Customer Loyalty, besides that this research also wants to look at the influence of Customer Trust mediating the influence of Customer Knowledge with Customer Loyalty in the Online Shop. This research is by the method of purposive samplings and non-probability samplings. The use of the data being tested is a data that comes from 261 questionnaires and that meets the criteria for having shopped through an online shop, the number is 259 respondents. By using the Likert And Amos 23 Scale as a tool to perform testing. The results showed that Customer Advocacy, Customer Engagement and Customer Trust were proven to have an effect on Customer Loyalty. In addition, this study shows the results if Customer Knowledge is proven to have an impact on Customer Trust. The limitations of researchers are only to examine the influence of CRM Online Shop only and this study did not examine on offline shops. So in the next research, it is hoped that it will be able to expand the object of research not only the Online Shop but also research the Offline Shop as well and the mediation variables Customer Trust can be replaced into Customer Satisfaction. The novelty of this study was tested for originality with several previously published studies, namely the Customer Trust variable being a mediation variable, and in this study focused on the Online Shop. Keyword: Customer Relationship Management; Customer Orientation; Loyalt;, Advocacy; Knowledge; Engangement; dan Trust.

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Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana

Cited by 24 publications

References 47 publications

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust

Perceived quality factors that discriminate parents of orthodontic patients according to their satisfaction

Pengaruh CRM Terhadap Customer Loyalty dengan Customer Trust Sebagai Variabel Mediasi Pada Online Shop

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