Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Bentum‐Micah, Geoffrey; Ma, Zhiqiang; Wang, Wenxin; Atuahene, Sampson Agyapong; Bondzie-Micah, Victor

doi:10.31014/aior.1994.03.02.114

Cited by 12 publications

(8 citation statements)

References 25 publications

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“…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. Appropriate behavior builds physician-patient trust, which has been shown to improve patient adherence and compliance.…”

Section: Discussionmentioning

confidence: 99%

“…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.…”

Section: Introductionmentioning

confidence: 99%

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What Makes Patients Stick with an Orthopedic Surgeon?

Haghmoradi,

Baradaran,

Farhoma Sani

et al. 2023

SurgiColl

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Objectives Patient loyalty is a determinant of continued care, adherence to the provider’s recommendations, and patient compliance which affects the overall health care. This study aimed to assess the determinants of patient loyalty to an orthopedic surgeon. Methods This cross-sectional study was performed on 190 patients in an academic orthopedic clinic. The checklist included 14 items grouped into three categories scoring from 1 (unimportant) to 5 (very important), including cheerful face, tone of speech, follow-up, truthfulness, empathy, gender, age, attire, attentive posture, skill and expertise, number of publications, academic activity, the title of certification (MD, Ph.D), and position (e.g., chief of service, dean of the department). Each item was scored separately for “staying with a physician” and “recommending to others.” Other variables collected were age, education, condition, and type of visits (new patient, follow-up, and postop). Results Providers’ physical characteristics (gender, age, attire, and attentive posture) and academic achievements (position, publication, and degree) scored low to moderate, between 2 and 3 out of 5. The ‘skill and expertise’ item scored the highest, followed by all behavioral aspects, including cheerful face, tone of speech, follow-up, truthfulness, and empathy. There was no significant difference between “staying with the same physician” and “recommending to others.” The item scores showed no significant difference between males and females, occupation, education, and the type of visit. Conclusion Providers’ attitudes and expertise are the most important determinants correlated with patient loyalty indicating the critical role of the provider’s behavior in patient adherence and being recommended to friends and family. Of note, the physical characteristics of the provider showed little role in sticking with the same provider for continued care. Although skill and expertise might correlate with scheduling the first visit, still attitude and behavioral factors may be correlated with sticking with the same provider for continued care.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

What Makes Patients Stick with an Orthopedic Surgeon?

Haghmoradi,

Baradaran,

Farhoma Sani

et al. 2023

SurgiColl

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“…"The study incited that patients' satisfaction and loyalty are influenced by the quality of medical/hospital services through its five components: reliability, assurance, tangibility, empathy and responsiveness" [Bentum-Micah et al, 2020] ii.…”

Section: Repurchase Intention Of Patientsmentioning

confidence: 99%

Factors Influencing Patients Satisfaction in Healthcare - A Systematic Literature Review

ZANZEH¹

2023

Preprint

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Os cuidados de saúde englobam a melhoria ou manutenção da saúde através do diagnóstico, prevenção, tratamento e gestão da doença, bem como a preservação do bem-estar mental e físico através dos serviços oferecidos pelos profissionais de saúde. A prestação de serviços de saúde de qualidade, como a prestação de cuidados seguros, eficazes, centrados nas pessoas de forma eficiente, integrados, oportunos e equitativos, que contribuam para a satisfação e o bem-estar do paciente. Assim, a qualidade do cuidado refere-se à medida em que os serviços de saúde para populações e indivíduos aumentam a probabilidade de resultados de saúde desejados.

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“…Kondasani and Panda [54] found that the quality of amenities (tangible dimension) positively impacts patients' loyalty and satisfaction. Service quality dimensions (responsiveness, empathy and assurance) impact patient loyalty, while tangibility and reliability have not any influence on loyalty [55]. The doctor's expertise encourages patients to repurchase the same service, which increases customer retention [56].…”

Section: Relationship Between Service Quality Patient Satisfaction An...mentioning

confidence: 99%

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

AlOmari

Hamid

2022

PLoS ONE

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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.

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Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Abstract: The Journal of Health and Medical Sciences is an Open Access publication. It may be read, copied, and distributed free of charge according to the conditions of the Creative Commons Attribution 4.0 International license.

Cited by 12 publications

References 25 publications

What Makes Patients Stick with an Orthopedic Surgeon?

What Makes Patients Stick with an Orthopedic Surgeon?

Factors Influencing Patients Satisfaction in Healthcare - A Systematic Literature Review

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

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