The Path of Patient Loyalty and the Role of Doctor Reputation

Abstract

Patient loyalty to doctors is relevant to medical services in which doctor-patient relationships are central and for which competition has increased in recent years. This study aims at understanding the process whereby patients develop loyalty to their doctor and doctor reputation has a moderating role. Based on a randomization of subjects, the study offers and tests an explanation chain representing key variables determining patient loyalty: patient commitment, trust and satisfaction, and doctor reputation. Primary data was collected using a structured questionnaire from a quota sample of regular patients in a large city in South America. The patients most committed to their doctor are more loyal to them. In turn, commitment is determined by patient trust, which is determined by patient satisfaction. Doctor reputation positively influences both patient trust and satisfaction. The explanation chain not only gives an account of how patient loyalty is formed; it also identifies a path health professionals can follow to secure patient loyalty.

The patient, the doctor, and the patient’s loyalty: a qualitative study in French general practice

“…4,5,17,18 Previously, it has been reported that trust encourages loyalty. [13][14] In the present study, this appeared essential to creating and maintaining loyalty. It has also been reported that the longer the doctor-patient relationship has been held, the higher is the confidence level.…”

“…The topics addressed were chosen based on data from the literature and test interviews. 2,[4][5][6]9,[13][14][15] About 15 topics were selected (Boxes 1 and 2).Interviews were conducted between March and July 2015 and the interviews were carried out until data sufficiency was confirmed.…”

Does trust of patients in their physician predict loyalty to the health care insurer? The Israeli case study

“…Platonova et al (2008) found that patients remain loyal to the physician if they are satisfied. Satisfaction was long found to enhance trust in service encounters (Ravald & Grönroos, 1996;Torres et al, 2009). In previous studies satisfaction of patients with physicians was also found to be positively related to trust (Anderson & Dedrick, 1990;Geyskens & Steenkamp, 2000;Stieber, 1985).…”

“…Trust is a psychological state in which one is confident in good intentions and motives of another (Barber, 1983;Cook & Wall, 1980). Trust in the physician is an antecedent of loyalty to physicians (Ha, Anat, & Longnecker, 2010;Leisen & Hymanb, 2004;Platonova, Kennedy, & Shewchuk, 2008;Safran et al, 2001;Torres, Vasquez-Parraga, & Barra, 2009). In trusting relationships, one party (i.e., a patient) accepts its vulnerability to the other party (i.e., physician) and expects that other party to perform adequately, irrespective of monitoring or controlling by the insurer (Bromiley & Cummings, 1995;Lewicki & Bunker, 1995;Mayer, Davis, & Schoorman, 1995;McAllister, 1995;Mishra, 1996;Moorman, Zaltman, & Deshpande, 1992).…”

Perceived Value of Health Service—The Conceptual Mode

“…A doctor's reputation positively influences both the patient's trust and satisfaction (Torres, Vasquez-Parraga, & Barra, 2009). …”