What determines patient loyalty in health services? An analysis to assist service quality management

Oliveira, Lucas Ambrósio Bezerra de; Albuquerque, André Philippi Gonzaga de; Carvalho, Raíssa Corrêa de; Medeiros, Denise Dumke de

doi:10.1080/14783363.2021.1960500

Cited by 7 publications

(4 citation statements)

References 59 publications

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“…To standardize the development of dental clinics, health authorities should strengthen the supervision of private dental clinics, and daily supervision and inspection of business qualifications, service quality, equipment safety, and price expenses should be strengthened. Moreover, examining and determining the qualifications of dentists are necessary [ 29 ].…”

Section: Discussionmentioning

confidence: 99%

Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator

Lin

Yin

2022

PLoS ONE

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Background This study explores the effects and influence paths of service quality, brand image, perceived value, and service satisfaction on outpatients’ loyalty to China’s private dental clinics. Methods A cross-sectional survey study was conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected using the convenience sampling method. Of the 230 residents surveyed, 125 had received services in private dental clinics, being the valid sample of this study. A multiple linear regression model was used in exploring factors influencing patient loyalty. Subsequently, the path analysis was used in investigating the relationships among service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results After the effects of demographic and socioeconomic variables were controlled, perceived value and patient satisfaction showed significant influences on patient loyalty. Path analysis indicated that perceived value, perceived quality, and expected quality have direct effects on patient satisfaction and have indirect effects on patient loyalty, and patient satisfaction is a mediator. Conclusion Perceived service quality influences patient loyalty through the effect of patient satisfaction, which plays a key role in promoting patient loyalty. This study implies that managers in private dental clinics can gain support from customers by building customer loyalty toward dental clinics.

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Section: Discussionmentioning

confidence: 99%

Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator

Lin

Yin

2022

PLoS ONE

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“…This proved that the loyalty aspect was the most important aspect for research respondents. Patient loyalty is the most appropriate indicator to measure service user loyalty [15], [16].…”

Section: Semmentioning

confidence: 99%

The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

Handayany

2021

Open Access Maced J Med Sci

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Background: The quality of pharmaceutical services is an important factor in ensuring the quality of health services in hospitals. In this current era of the new normal, improving the quality of pharmaceutical services is closely related to patient satisfaction and loyalty. Objective: The purpose of this study was to examine and analyze the effect of pharmaceutical service quality on loyalty through mediating outpatient satisfaction at the Pharmacy Installation of Daya General Hospital. Method: This research was a quantitative study with an analytical observational study design. Respondents in this study were 120 outpatients at the Pharmacy Installation. The data analysis method used was univariate and bivariate analysis through the Statistical Package for the Social Sciences (SPSS) program and multivariate Structural Equation Modeling (SEM) with the AMOS program. Results: Satisfaction affected the loyalty of outpatients at the Pharmacy Installation. The most dominant indicator was feeling satisfied in the satisfaction variable, with a loading factor of 0.93. In the loyalty variable, the most dominant indicator was the loyalty aspect, with a loading factor of 0.41. The direct effect of pharmaceutical service quality on loyalty was 0.550, while the indirect effect mediated by patient satisfaction was 0.303. Conclusion: The direct effect was greater than the indirect effect of service quality on the loyalty of outpatients at Daya General Hospital.

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“…De acordo com Oliveira et al (2022) é recomendável que as organizações atendam aos requisitos dos clientes, tanto presentes quanto futuros, e se esforcem para superar suas expectativas. Para tal propósito, é imperativo manter um foco contínuo na melhoria dos processos, de produtos e serviços.…”

Section: Introductionunclassified

Assessment of the quality of services offered by Basic Health Units (UBSs) in the city of Marabá, Pará, Brazil

Gama,

Jesus,

Fernandes

et al. 2023

CLIUM

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This research aimed to assess the services provided to users in five Basic Health Units (UBSs) in the city of Marabá, in the state of Pará, Brazil. For this purpose, the SERVQUAL Scale, which measures user satisfaction, was adapted to the municipality's reality, resulting in 15 statements about the expectations and perceptions of these users. The research instrument (questionnaire) was administered to 695 users, thus obtaining the differences (research gaps) for each unit. The overall observed result revealed that users of these units are dissatisfied, as in all dimensions analyzed for each UBS, there were negative gaps, and items indicating a lack of agility in execution and failure to meet agreed-upon deadlines received the worst evaluations in all surveyed units. The presented results can serve as a foundation for expanding discussions in the field of quality management and, from a practical standpoint, for managers aiming to promote improvements in the provision of services offered in UBSs.

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What determines patient loyalty in health services? An analysis to assist service quality management

Cited by 7 publications

References 59 publications

Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator

Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator

The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

Assessment of the quality of services offered by Basic Health Units (UBSs) in the city of Marabá, Pará, Brazil

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