Determinants of patient loyalty to healthcare providers: An integrative review

Zhou, Weijiao; Wan, Qiaoqin; Liu, Congying; Feng, Xiaoyan; Shang, Shaomei

doi:10.1093/intqhc/mzx058

Cited by 74 publications

(87 citation statements)

References 36 publications

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“…These results support previous research from Lestariningsih, et al (2018) and Zhou, et al (2017), in which both examines healthcare providers, shows that loyalty significantly influences consumer loyalty. The results also supported Nguyen, et al (2013), on the belief in loyalty committed among members of 21 credit unions.…”

Section: Discussionsupporting

confidence: 91%

Effect of Experience in Building Satisfaction, Trust and Loyalty

Pramita

2019

JAM

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The purpose of this study is to explain the effect of experience on satisfaction, trust and loyalty. This study was conducted on inpatients service users in RSIA Puri Bunda Denpasar with a total of 100 respondents. Data analyzed with Partial Least Square technique. The results showed that experience, satisfaction and trust had a positive and significant effect on loyalty, experience had a positive and significant effect on satisfaction and experience had a positive and significant effect on trust. The implications of this study can be used as the basis for the management of the hospital to improve services and facilities, gathering and handling complaints to provide a good experience so that impact on patient loyalty. Suggestions for future research is to complement and enrich empirical studies related to this topic using other variables. Future research also needs to enrich empirical studies using other subjects and even other research locations. And with the technique of determining samples in addition to purposive sampling, for example, random sampling techniques.

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Section: Discussionsupporting

confidence: 91%

Effect of Experience in Building Satisfaction, Trust and Loyalty

Pramita

2019

JAM

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“…In the specific case of the healthcare sector, Moliner (2009) and Han and Hyun (2015) also noted the positive impact of service quality on patient satisfaction in public and private hospitals. Finally, Zhou et al (2017), in their integrative review of the literature on loyalty antecedents in the healthcare sector, report that nine out of the 13 studies reviewed show empirical evidence of the direct impact of service quality on patient satisfaction. Thus, the majority of the literature reviewed suggests the following hypothesis: H3: Perceived service quality positively affects patient satisfaction.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“…Wu (2011b) also establishes a positive relationship between satisfaction and loyalty in the healthcare sector. And, in their integrative review, Zhou et al (2017) propose a conceptual model where satisfaction is a central determinant of patient loyalty. All 13 studies reviewed by Zhou et al (2017) considered satisfaction as an antecedent variable leading directly or indirectly to patient loyalty, and 11 of these studies found a significant relationship.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Inertia, group conformity and customer loyalty in healthcare in the information age

Gonçalves

Cândido

Feliciano

2020

JSTP

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PurposeThe purpose is to analyse the influence of inertia and group conformity on loyalty in healthcare.Design/methodology/approachStructural equation model developed from the literature and tested with cross-sectional data from a patient online survey.FindingsInertia is a significant antecedent of loyalty and has a stronger effect in healthcare than in other service sectors. Group conformity has no significant effect in healthcare.Research ImplicationsThe strength of the impact of inertia [group conformity] on loyalty depends on the importance of the customer need that the service industry satisfies, in Maslow's hierarchy of needs. Where inertia (stability need) is equally or more [less] important than the customer need, the influence of inertia on loyalty should be positive and strong [weak or insignificant]. In services that satisfy needs more [equally or less] important than group conformity (belonging need), there may be an insignificant [significant] influence of group conformity on customer loyalty, even [especially] in credence services.Practical implicationsHealthcare providers can exploit the stronger effect of inertia in healthcare through development of inertia-based loyalty policies. Regulatory authorities should be vigilant to ensure that these policies are not detrimental to patients. ‘Inert’ patients must become responsible for assessing their loyalties. Authorities and reference groups must stimulate customer loyalty assessments, and assist by providing impartial information.Originality/valueThis is the first study to address the influence of inertia and group conformity on loyalty in the healthcare sector and, from the perspective of Maslow's hierarchy of needs, it is the first to do so in any service sector.

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“…Portekiz'de yapılan bir çalışmada hasta memnuniyeti ile güven arasında anlamlı ilişki saptanmıştır [16]. Hasta bağlılığı ve memnuniyet düzeyleri üzerine yapılmış 13 makalenin değerlendirildiği derlemede, memnuniyet durumunun bağlılık üzerine olumlu etkilerinin olduğu saptanmıştır [17]. Endonezya'da yapılan çalışmada ise 112 hasta değerlendirilmiş ve yüksek hasta memnuniyetinin hasta güven düzeyini artırdığı ancak bağlılığı artırmadığı saptanmıştır [18].…”

Section: Gereç Ve Yöntemunclassified

Evaluation of parents’ satisfaction, loyalty and trust levels who apply to tertiary pediatric hospital

Güngör¹,

Karagöl²

2020

Ortadogu Tıp Derg

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Amaç: Gelişen sağlık sektörü hastaların hastane ve doktor seçmelerine olanak sağlamaktadır. Bunun sonucu olarak hasta memnuniyeti, bağlılık ve güven düzeylerinin önemi artmaktadır. Bu çalışmada ebeveynlerin memnuniyet, bağlılık ve güven düzeylerinin belirlenmesini amaçladık. Gereç ve Yöntem: 20 Nisan-30 Mayıs 2019 tarihleri arasında hastanemize başvuran ve çalışmaya katılmayı kabul eden 464 anne-baba dahil edildi. Ebeveynlerin hasta memnuniyeti, bağlılık ve güven düzeyleri belirlenmeye çalışıldı. Bulgular: Çalışmaya dahil edilen 464 ebeveynin, 287'si (%61,9) kadın, 177'si (%38,1) erkekti ve ortalama yaş 33,6±10,06 yıl olarak bulundu. Katılımcıların ortalama memnuniyet puanı 4,14 ± 0,67, hasta bağlılık puanı 4,07±0,76 ve hekim güven düzeyi puanı 4,17±0,69 olarak saptandı. Çocuğunda kronik hastalık öyküsü olan ebeveynlerin memnuniyet, bağlılık ve hasta-hekim güven düzeylerinin anlamlı olarak düşük olduğu saptandı. Hasta memnuniyeti ile bağlılık, hasta-hekim güven düzeyi arasında anlamlı ilişki saptandı (sırasıyla p=0,01 ve p=0,019). Sonuç: Ebeveynlerin hasta memnuniyeti, bağlılık ve güven düzeyleri yüksek bulunsa da, çocuklarında kronik hastalık öyküsü olan ebeveynlerin memnuniyet, bağlılık ve hasta-doktor güven düzeyleri anlamlı olarak düşük bulundu.

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Determinants of patient loyalty to healthcare providers: An integrative review

Abstract: This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty.

Cited by 74 publications

References 36 publications

Effect of Experience in Building Satisfaction, Trust and Loyalty

Effect of Experience in Building Satisfaction, Trust and Loyalty

Inertia, group conformity and customer loyalty in healthcare in the information age

Evaluation of parents’ satisfaction, loyalty and trust levels who apply to tertiary pediatric hospital

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