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

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.

Exploring Inpatients’ Perspective: A Cross-Sectional Survey on Satisfaction and Experiences in Greek Hospitals

“…The international literature highlights the importance of the interpersonal aspect, communication, and professionalism of healthcare in shaping patient satisfaction [ 37 , 38 , 39 ]. It is estimated that 70–80% of legal referrals or errors made by health professionals are due to problems in the relationship between health professionals and patients, information problems, and poor teamwork or communication [ 40 , 41 , 42 , 43 , 44 ].…”

Suriyeli Sığınmacılarda Hasta Memnuniyeti İle Hasta Sadakati Arasındaki İlişkinin İncelenmesi

“…Bu araştırmalardaki sonuçlar incelendiğinde, hasta memnuniyeti ile hasta sadakati arasında pozitif yönlü ve orta düzeyde bir ilişkinin olduğu sonucuna ulaşılmıştır. [26][27][28][29] Zikusooka ve arkadaşları tarafından Türkiye'deki Suriyeli sığınmacıların hasta memnuniyetlerini etkileyen faktörleri inceledikleri çalışmalarında, Suriyeli sığınmacıların %78,2'si Türkiye'deki sağlık kurumlarından aldıkları sağlık hizmetlerinden genel itibariyle memnun olduklarını belirtmişlerdir. 30 Çetintürk tarafından (2016) Isparta Devlet Hastanesinde yatan hastaların, hasta memnuniyeti ile hasta sadakati arasındaki ilişkiyi tespit etmek amacıyla yapılan araştırmada, korelasyon analizi sonucuna göre hasta memnuniyeti ve hasta sadakati arasında pozitif yönlü ve anlamlı bir ilişki tespit edilmiştir.…”

What Makes Patients Stick with an Orthopedic Surgeon?

“…10 The quality of care services not only increases patient loyalty but also patient satisfaction and medication adherence, so the improvement of the patients can be affected. 5 According to the report by Bentum-Micah et al, some non-specialized factors, such as assurance and empathy, can affect patient loyalty. 8 "Skill and expertise" is a highly scored determinant.…”

“…3 Loyal patients will likely return to the same providers, distribute the positive word of mouth, and finally recommend the physician to friends and acquaintances. 4 Many factors are influential in the loyalty of patients to the doctor, such as reliability quality, 5 doctors' interaction behavior, 6 service quality, 7 empathy, 8 nursing care 9 and patient satisfaction. 10 Medical personnel's behavior, physicians' emotional behavior, and nurses' behavior are correlated with patient loyalty.…”