The Effect of Perceived Value, Trust, and Commitment on Patient Loyalty in Taiwan

Abstract

Increasing patient loyalty through improved health care quality and patient–provider relationships becomes the key factor in medical providers’ successes. This study explored the mediated relationship of patients’ perceived value, patient commitment, and patient loyalty and the moderating effect of patient trust on the mediated relationship. A cross-sectional research design was adopted. Mediation and moderated mediation were tested using the PROCESS macro v3.5 for the SPSS supplement. Convenience sampling was used for the distribution of questionnaires to members of the public with experience of seeking medical attention in Taiwan. Among the 254 valid questionnaires recovered, 59.4% of the respondents were male, 38.6% were married, 90.2% were in the 20 to 49 year age range, and 54.7% had a bachelor’s degree or above. This study indicated a significant mediated relationship among patients’ perceived value of medical services, commitment to the patient–provider relationship, and patient loyalty. Furthermore, when the patient demonstrated higher levels of trust in a healthcare provider, the relationship of perceived value, commitment, and patient loyalty was also enhanced. This study discussed and demonstrated the effect of perceived value, trust, and commitment on patient loyalty. The research suggests that improving patient loyalty benefits sustainable operation of medical providers and the treatment effects for patients.

Impact of Language Barriers in Doctor – Patient Relationship: A Qualitative Study

“… 17 Moreover, it has been found to improve patients’ confidence that the healthcare professionals have positive intentions, 18 and loyalty to the physician. 19 In addition, explicit discussion of therapeutic options is a central part of shared decision-making which relies on rapport and trust in the clinical setting. 20 Whereas, distrust in physicians is a stumbling block to communication as the patient may not share important information or ask important questions.…”

What determines behavioural intention in health services? A four-stage loyalty model

“…Many earlier researchers have suggested a strong influence of cognitive loyalty on affective loyalty, i.e. service quality on customer satisfaction (Huang et al, 2021;Ryu et al, 2012;Chen et al, 2011). The service environment's design, style, layout and equipment strongly influence the overall quality and satisfaction level of patients (Ariffin et al, 2022;Ittamalla and Kunamneni, 2019;Fatima et al, 2018;Radu et al, 2022).…”

Dampak Promosi Kesehatan Rumah Sakit (PKRS) Terhadap Loyalitas Pasien di Rumah Sakit: Sebuah Tinjauan Litelatur

“…Hal ini dapat menjadi salah satu target dari marketing atau pemasaran RS. Loyalitas secara harfiah diartikan sebagai kesetiaan, yaitu kesetiaan seseorang kepada suatu objek (18). Hal ini membuat pasien yang loyal cenderung tidak beralih ke RS lain dan mendatangkan pasien baru (19).…”