The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh

Hossain, Md. Shamim; Yahya, Sofri; Khan, Mohammad Jamal

doi:10.1108/srj-01-2018-0016

Cited by 25 publications

(15 citation statements)

References 39 publications

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“… 23 A quantitative study of 195 patients in 6 public and private hospitals in Bangladesh found that PS had a positive impact on PL to medical industry. 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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“…According to the results of the study conducted by Dachyar et al (2018) patients' satisfaction affects patient commitment. Hossain et al (2019) found that the satisfaction of patients in Bangladesh had a positive influence on their' commitment to the health-care providers in their study. Permana et al (2019) and Mahendrayana et al (2018) found that patient satisfaction had a positive and significant effect on patient commitment.…”

Section: Resultsmentioning

confidence: 88%

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2020

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Mission ATINER is an Athens-based World Association of Academics and Researchers based in Athens. ATINER is an independent and non-profit Association with a Mission to become a forum where Academics and Researchers from all over the world can meet in Athens, exchange ideas on their research and discuss future developments in their disciplines, as well as engage with professionals from other fields. Athens was chosen because of its long history of academic gatherings, which go back thousands of years to Plato's Academy and Aristotle's Lyceum. Both these historic places are within walking distance from ATINER"s downtown offices. Since antiquity, Athens was an open city. In the words of Pericles, Athens"…is open to the world, we never expel a foreigner from learning or seeing". ("Pericles" Funeral Oration", in Thucydides, The History of the Peloponnesian War). It is ATINER"s mission to revive the glory of Ancient Athens by inviting the World Academic Community to the city, to learn from each other in an environment of freedom and respect for other people"s opinions and beliefs. After all, the free expression of one"s opinion formed the basis for the development of democracy, and Athens was its cradle. As it turned out, the Golden Age of Athens was in fact, the Golden Age of the Western Civilization. Education and (Re)searching for the "truth" are the pillars of any free (democratic) society. This is the reason why Education and Research are the two core words in ATINER"s name.

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“…CSR is an important tool that helps hospitals understand the societal needs of their community, resulting in higher performance and a better social image [1]. OI, a specific form of social identification, refers to the extent of belonging to different social groups [27].…”

Section: Csr Relationship With Organizational Identification and Employee Attachmentmentioning

confidence: 99%

“…First, CSR describes the relationship between an organization and its community; yet, evidence is scarce on the impact of HCWs' CSR perceptions in the health care sector. Accordingly, it is imperative to examine the impact of employees' CSR perceptions in countries such as Lebanon, where CSR knowledge is overcast [1,11,12].…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…In Lebanon, a limited number of studies have investigated the impact of CSR on the health care sector. Those that have, recommended a future assessment on the impact of health care workers' (HCWs) CSR perceptions on work outcomes [1,2]. Although CSR impact was interpreted from the employee perspective, many researchers (who investigated the micro-foundations of CSR) argued that these perceptions are insufficient [3].…”

Section: Introductionmentioning

confidence: 99%

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Do CSR Perceptions Influence Work Outcomes in the Health Care Sector? The Mediating Role of Organizational Identification and Employee Attachment

Hassanie

Karadaş

Emeagwali³

2021

Sustainability

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A limited number of studies have emphasized the importance of corporate social responsibility (CSR) implementation in the health care sector. Based on social exchange theory and social identity theory, this paper examines the relationships between employees’ CSR perceptions, employee attachment, organizational identification, corporate reputation, employee organization relationship, and extra-role performance utilizing structural equation modeling. Data were obtained from Lebanese health care workers in private hospitals in two questionnaires. The results indicate that CSR perceptions positively affect employee attachment and organizational identification. Moreover, employees’ CSR perceptions positively affect work outcomes directly and indirectly via employee attachment. On the other hand, although organizational identification has a negative but significant relationship with employee organization relationships, it does not significantly influence corporate reputation and extra-role performance. Examining the two intervening variables that link CSR to work outcomes provides theoretical and practical implications. Contributions to health care management literature, as well as future research recommendations, are also presented.

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The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh

Cited by 25 publications

References 39 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

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Do CSR Perceptions Influence Work Outcomes in the Health Care Sector? The Mediating Role of Organizational Identification and Employee Attachment

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