Patient loyalty to health services: The role of communication skills and cognitive trust

Lee, Changjoon

doi:10.1080/20479700.2020.1756111

Cited by 13 publications

(9 citation statements)

References 59 publications

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“…However, the present study does not confirm the relationship between internal service factors and patient behaviour loyalty through service quality. Thus, the results are not in line with some previous research, for example, Lee (2021) found that the service provider with good communication skills has a positive effect on the cognitive trust of service users that leads to patient loyalty. Moreover, this research finding is also not consistent with research from other sector settings.…”

Section: Discussioncontrasting

confidence: 99%

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

et al. 2022

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Background: Patients’ loyalty to visit and use the services provided by the primary health centers (PHCs) is an important requirement of a patient referral system in many countries. The aim of this study was to examine the influence of internal service factors (service provider, service process, and service environment) on service quality and behavioural loyalty of patients in Indonesian PHCs. Methods: A cross-sectional study was conducted in 14 districts in Aceh Province, Indonesia between September and December 2020. Data were collected in 102 PHCs that were selected randomly from 137 PHCs that have an Inpatient Unit in the province. A proportional number of patients were recruited from each PHC and 389 patients were included. The demographic data, three components of internal service factors (service provider, service process, and service environment), the service quality and behavioural loyalty were assessed using a validated questionnaire. Hypothesis testing was conducted by using the structural equation model (SEM). Results: Our data suggested that two elements of internal service factors (service provider and service environment) had a positive and significant influence on service quality of the PHCs with p<0.001 and p=0.021, respectively. Service quality had a positive and significant influence of behavioural loyalty of patients to the PHCs (p=0.003). Service quality however did not serve as an intervening variable between internal service factors (service provider, service process, and service environment) and behavioural loyalty of patients, with p=0.091, p=0.230 and p=0.260, respectively. Conclusions: Service provider and service environment are two main factors that influence the service quality and the service quality directly influence the behavioural loyalty on PHC users. Therefore, to increase the patients’ loyalty to use the PHC services, the quality of the services should be improved by levelling up the quality of providers and both physical and social environments in the PHCs.

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Section: Discussioncontrasting

confidence: 99%

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

et al. 2022

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“…He was known as a highly-skilled science and art between the parties in the stages or steps that It was introduced to going through [27], or all the steps it goes through conveying knowledge between parties, expressing feelings, and changing consent or directing work [28]. He was described as the process by which two or more people interact through language and behavior [29]. and that he is aware of the duration, timing, and adequate interpretation provided to them by medical care providers in general [30].…”

Section: Factors Of Trust 221 Communicationmentioning

confidence: 99%

Trust factors and their impact on patients satisfaction of private clinics in city of Ramadi - Iraq

Salih¹,

Abed²,

Salih³

2022

PEN

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The target of the research to identify the trust factors represented by (communication, competence, Service Quality) and its impact on the satisfaction of patients private medical clinics in the city of Ramadi, and for the purpose of achieving research objectives and reaching answers to questions (study problem), the Researchersadopted the analytical descriptive approach, a questionnaire was designed as a key tool for collecting preliminary data, and using the method (method) random sample, distributed (384) questionnaire forms to patients reviewing private medical clinics in the city, Of these, 368 were recovered, of which 11 were not eligible (invalid), bringing the number of questionnaires valid for statistical analysis (357) to 357, i.e. a response rate (93%) of recovered questionnaires, and the data analysis and statistically processed by the program (SPSS.V.26) as well as the statistical program (AMOS.V.26) , the most prominent findings of the research were the existence of a correlation and a positive effect with statistical significance between the factors Trust and patient satisfaction In addition, the results showed that the level of Trust of patients through their factors in the private medical clinics researched was at a (medium) level, as the contact came first and then solved the Competence second and the Service Quality iii, as well as the level of patient satisfaction with the medical services provided by the clinics in general was (average), and in the light of those results the Researchersmade a set of recommendations that could help medical clinic staff to enhance and increase the level of Trust of patients with them and strengthen them which reflects positively on the satisfaction of the patients and the permanence and prosperity of their relationship.

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“…In addition, Anang et al (2019) showed that service quality at a medical institution affects patient satisfaction [40]. Further, previous research has found significant correlations among outpatients satisfaction, service quality, and revisit intention [40][41][42]. Patients visit the medical institution that meets their selection criteria and continue to be provided with medical services from that medical institution.…”

Section: Plos Onementioning

confidence: 99%

Factors affecting revisit intention for medical services at dental clinics

et al. 2021

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Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not improved. This study analyzed the impact of health communication and medical service quality, service value, and patient satisfaction on the intention to revisit dental clinics. The study participants were outpatients treated at 10 dental clinics in Seoul. The research data were collected using a questionnaire during visits to these dental clinics from December 1 to December 30, 2016. A total of 600 questionnaires were distributed (60 copies to each clinics) and 570 valid questionnaires were used for the analysis. The influence of the factors was determined using structural equation modeling. The factors influencing service value were reliability (β = 0.364, p < 0.001), expertise (β = 0.319, p < 0.001), communication by doctors (β = 0.224, p < 0.001), and tangibility (β = 0.136, p < 0.05). In addition, the factors influencing patient satisfaction were reliability (β = 0.258, p < 0.001), tangibility (β = 0.192, p < 0.001), communication by doctors (β = 0.163, p < 0.001), and expertise (β = 0.122, p < 0.01). Further, service value (β = 0.438, p < 0.001) raised patient satisfaction, which was found to influence the intention to revisit dental clinics (β = 0.383, p < 0.001). Providing accurate medical services to inpatients based on smooth communication between doctors and patients improves patient satisfaction. In addition, doctors can build long-term relations with patients by increasing patients’ intention to revisit through patient-oriented communication.

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Patient loyalty to health services: The role of communication skills and cognitive trust

Cited by 13 publications

References 59 publications

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia

Trust factors and their impact on patients satisfaction of private clinics in city of Ramadi - Iraq

Factors affecting revisit intention for medical services at dental clinics

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