Factors influencing patient loyalty to outpatient medical services: an empirical analysis of the UAE's government healthcare system

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mumin Dayan ◽  
Ibrahim A. Al Kuwaiti ◽  
Zafar Husain ◽  
Poh Yen Ng ◽  
Aysenur Dayan
Keyword(s):  
Service Quality ◽  
Moderating Effect ◽  
Government Hospital ◽  
Content Type ◽  
Patients Satisfaction ◽  
Factors Influencing ◽  
Patient Loyalty ◽  
Outpatient Physician ◽  
Government Hospitals ◽  
Physician Relationship

PurposeThe aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government hospitals in the United Arab Emirates (UAE). The mediating impact of outpatient satisfaction on service quality, word of mouth (WoM), hospital image, outpatient–physician relationship and outpatient loyalty were tested.Design/methodology/approachThe sample data used to test the hypotheses were drawn from a pool of patients served by a government healthcare agency in Abu Dhabi. Questionnaires were provided to 418 participants using methods such as short message service, e-mail and face-to-face delivery. The data were analyzed using SmartPLS 3.3.2 software.FindingsThe results indicate that service quality, WoM and outpatient–physician relationship positively impact outpatient satisfaction and indirectly effect outpatient loyalty; that hospital image positively impacts outpatient satisfaction and loyalty and has a partially mediating effect on loyalty; that waiting time satisfaction has no effect on outpatient satisfaction and no moderating effect on the outpatient satisfaction–loyalty relationship and that switching cost has a positive effect on loyalty but no moderating effect on the outpatient satisfaction–loyalty relationship.Research limitations/implicationsThe first limitation of this study concerns the fact that only patients who had previously been served by these hospitals' outpatient units were included. Furthermore, the research was not able to obtain extensive findings related to the various factors that negatively impacted patient satisfaction and loyalty among all of the departments of government hospitals, such as inpatient care and emergency care.Practical implicationsCentered on the findings from this research, increasing switching costs would prevent patients from switching to other healthcare providers. Therefore, it has the potential to create a false loyalty or a hostage customer (Jones and Sasser, 1995). Additionally, making patients feel connected to their treatment plan and engaged in their care by developing a tool to maintain their enthusiasm about their health is important. It is therefore recommended that government hospital care providers and management consider providing online tools that patients can use to self-manage their care.Social implicationsThe results regarding patients' satisfaction level suggest several areas for improvement. The first pertains to waiting area entertainment and comfort because patients indicated that there is not enough entertainment or ways to pass the time when waiting for services. In addition to enhancing the entertainment and comfort of waiting areas, government hospital staff should maintain contact with patients who are waiting to ensure that they are aware of the time they will spend. Another area for improvement is the parking lot. During summer, patients prefer to walk less in the sun, which causes them to seek parking closer to the door. Government hospital management should consider different methods for transporting patients closer to the door, such as golf carts or valet services.Originality/valueThis is the first study to investigate the mediating impact of outpatients' satisfaction between its antecedents and loyalty in the UAE. These results provide an improved understanding of the factors influencing patient choices and establish more accurate methods for increasing patient loyalty to retain more patients.

Islamic and Muslim tourism: service quality and theme parks in the UAE

2019 ◽  
Vol 75 (2) ◽  
pp. 402-413 ◽  
Author(s):  
Lamya Abbas Darwish Abdulla Lari ◽  
Shilpa Iyanna ◽  
Fauzia Jabeen
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Moderating Effect ◽  
Environment Interaction ◽  
Theme Park ◽  
Theme Parks ◽  
Content Type ◽  
Park Service ◽  
Quality Dimensions ◽  
Tourism Service

Purpose The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between theme park service quality dimensions, visitor delight and visitor loyalty in theme parks in the United Arab Emirates (UAE). Design/methodology/approach The study is based on a detailed literature review and analysis of visitors’ comments on TripAdvisor.com about their experience in theme parks in the UAE. Findings Theme park service quality can be assessed across 4 main dimensions (physical environment, interaction, consumables and access) and 13 sub-dimensions. A relationship is proposed between these dimensions and visitors’ delight, with visitor loyalty a consequence of visitor delight. Nationality is proposed to have a moderating effect on the delight–loyalty relationship. Originality/value This study attempts to propose a model for theme park service quality that reflects both traditional dimensions of service quality and dimensions related to Islamic attributes. It is one of very few attempts to investigate theme park visitors’ perception of service quality and its relation to delight and loyalty in the UAE. It is also, as far as the authors are aware, the first study to investigate the moderating effect of nationality on the delight–loyalty relationship.

Assessment on health care service quality and patients’ satisfaction in Ghana

Kybernetes ◽  
2020 ◽  
Vol 49 (12) ◽  
pp. 3047-3068
Author(s):  
Enock Mintah Ampaw ◽  
Junwu Chai ◽  
Biru Liang ◽  
Sang-Bing Tsai ◽  
Joseph Frempong
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Developing Economies ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Hospital Environment ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

Factors influencing logistics cost and service quality: a survey within the Indian steel sector

2016 ◽  
Vol 48 (4) ◽  
pp. 199-207 ◽  
Author(s):  
N Jena ◽  
Nitin Seth
Keyword(s):  
Service Quality ◽  
Critical Factor ◽  
Developed Countries ◽  
Manufacturing Companies ◽  
Cross Sectional ◽  
Logistics Cost ◽  
Content Type ◽  
Steel Manufacturing ◽  
Factors Influencing ◽  
Steel Sector

Purpose – The purpose of this paper is to understand the role of economic and social factors influencing the logistics cost for the Indian steel sector and its relationship with the service quality. Design/methodology/approach – A structured questionnaire survey is used for the data collection in this research. The questionnaire included different elements of logistics cost on inbound and outbound logistics, and service quality. Findings – This research identified various significant elements of logistics cost for Indian steel sector and observed its relationship with transportation cost, warehousing cost and administrative cost. The findings of this study showed positive relationship between logistics cost and service quality. Research limitations/implications – The data for this study is cross-sectional; it is recommended that future studies can gather it longitudinally. This will help in gaining deeper understanding of the cause and effect relationship among the variables. The findings of this study are very useful in identifying the suitable training directions. Practical implications – Logistics is very critical factor in deciding the competitiveness of steel sector globally. Particularly for steel manufacturing the inbound logistics is more critical as compared to outbound logistics both in terms of volumes and costs. Social implications – For the Indian steel manufacturing companies, the logistics cost is very high as compared to other developed countries. Total logistics cost on inbound movements taken into consideration is around 16-18 per cent of material turn-over whereas; the world average is around 7-8 per cent. Originality/value – To the best knowledge of the authors, this study is the first attempt to study the relationship of logistics cost elements on the service quality in the context of Indian steel manufacturing sector. The logistics cost in steel industry is considered as one of the top performance measurement of the entrepreneur in this research.

Hospital service quality and patient loyalty: the mediation effect of empathy

2018 ◽  
Vol 33 (8) ◽  
pp. 1176-1186 ◽  
Author(s):  
Yucheng Zhang ◽  
Long Zhang ◽  
Xin Zhang ◽  
Miles M. Yang ◽  
Shanshan Zhang ◽  
...  
Keyword(s):  
Service Quality ◽  
Survey Data ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Social Identification ◽  
Mediation Effect ◽  
Future Research ◽  
Hospital Service ◽  
Content Type ◽  
Patient Loyalty

PurposeDrawing on social identification theory, this research aims to explore an important mechanism – patients’ perceived empathy from a hospital, which is defined as caring, individualized attention provided by the hospital – that explains how service quality influences patients’ loyalty to the hospital.Design/methodology/approachThis study adopts a structural equation modelling framework to estimate the mediation relationship between service quality and patient loyalty using two studies based on hospital employees and patients.FindingsIn Study 1, hospital staff survey data showed that service quality enhanced patients’ perceived empathy from the hospital. In Study 2, the authors confirmed and extended the findings of Study 1 by using patient survey data that suggested that patients’ empathy mediated the relationship between service quality and patients’ loyalty to the hospital.Originality/valueThe results of the two studies suggested that service quality increased patients’ empathy, which in turn improved patients’ loyalty to a hospital. The results extend the customer loyalty literature by exploring the critical antecedents and mechanisms of customer loyalty in the healthcare context. The studies interpret healthcare phenomena from the service aspect of fulfilling patients’ unique needs and providing a good hospital service experience. Moreover, the authors offer an insightful approach to explaining the service quality–patient loyalty linkage in the healthcare industry. Important theoretical and managerial contributions and suggestions for future research are discussed.

Examining the factors influencing user satisfaction and loyalty on paid knowledge platforms

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaopu Jin ◽  
Fang Xu
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
New Product ◽  
Survey Method ◽  
Content Type ◽  
Hedonic Value ◽  
Factors Influencing ◽  
Utilitarian Value

PurposeThe purpose of this study is to draw on the updated information system success model, perceived value and new product novelty to identify the factors that may influence user satisfaction and loyalty with paid knowledge platforms.Design/methodology/approachThe authors used the survey method to collect 540 valid sample data. The structural equation modelling (SEM) technique was employed to test the proposed research model and hypotheses.FindingsThe findings suggested that system, information and service quality significantly affected the perceived utilitarian value, while service quality and new product novelty had significant impact on perceived hedonic value. Besides, both the perceived utilitarian value and the perceived hedonic value had a significant effect on user satisfaction and further significantly impacted user loyalty. The authors also found user differences, including gender, education level and use frequency, which had a significant influence on perceived utilitarian value, perceived hedonic value and user loyalty.Research limitations/implicationsThe results can help researchers and practitioners better understanding the factors that influence user satisfaction and loyalty with paid knowledge platforms.Originality/valueThe authors applied the theories of perceived value, new product novelty and user loyalty to the domain of paid knowledge platforms and explored the factors influencing the user satisfaction and loyalty to paid knowledge platforms.

Verifying alternative measures of healthcare service quality

2019 ◽  
Vol 32 (2) ◽  
pp. 516-533 ◽  
Author(s):  
Ingy Shafei ◽  
Jan Walburg ◽  
Ahmed Taher
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Healthcare Providers ◽  
Second Phase ◽  
Reliability Factor ◽  
Content Type ◽  
Patient Loyalty ◽  
Service Areas ◽  
Alternative Measures ◽  
Two Phases

PurposeThe purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approachThe study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach)α, composite reliability, factor analysis and logistic regression analysis.FindingsFindings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/valueUsing the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

Modelling the influence of healthcare facilities management service quality on patients satisfaction

2019 ◽  
Vol 17 (3) ◽  
pp. 267-283 ◽  
Author(s):  
Oti Amankwah ◽  
Weng-Wai Choong ◽  
Abdul Hakim Mohammed
Keyword(s):  
Service Quality ◽  
Healthcare Delivery ◽  
Quality Of Healthcare ◽  
Mediating Effect ◽  
Facilities Management ◽  
Management Service ◽  
Content Type ◽  
Patients Satisfaction ◽  
Core Service

Purpose Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are important as it will enhance the rationale for institutionalising prudent FM service quality in hospitals in Ghana. This paper aims to assess the mediating effect of healthcare FM service quality on patients’ satisfaction and overall healthcare delivery. Design/methodology/approach This is a cross-sectional study involving adult patients at the Physician outpatient departments and Polyclinics of Komfo Anokye, Tamale and Cape Coast Teaching hospitals in Ghana. A questionnaire survey using a well-structured five-point likert scale based on the SERVQUAL dimensions and Healthcare core service dimensions rooted in the FM framework was used to collect data from 660 patients. Smart PLS was used to analyse the data of 622 valid questionnaires. Findings The study results revealed that FM service quality mediates the relationship between patients’ satisfaction and three of the constructs under core healthcare delivery. That is, (the quality of healthcare delivery, the quality of healthcare personnel and the adequacy of healthcare resources) – surprisingly, the fourth construct (the quality of administration process) was not supported. Originality/value There is no or at best very limited studies on the contribution of healthcare FM on patients satisfaction of core healthcare delivery in Ghana. Therefore, this study will enrich and contribute to knowledge in healthcare FM in general and that of a developing African country in particular.

Influence of service quality and corporate image on the satisfaction of patients with Brazil’s National Cancer Institute

2019 ◽  
Vol 13 (4) ◽  
pp. 447-468 ◽  
Author(s):  
Eduardo Dias Coutinho ◽  
Paulo Roberto da Costa Vieira ◽  
Cecília Lima de Queirós Mattoso ◽  
Irene Raguenet Troccoli ◽  
Marcos Jose Pereira Renni
Keyword(s):  
Service Quality ◽  
National Cancer Institute ◽  
Structural Equation ◽  
Causal Relation ◽  
Positive Influence ◽  
Corporate Image ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose The purpose of this paper is to better understand the influence of service quality and corporate image of Brazil’s National Cancer Institute (INCA) on the satisfaction of its outpatients. Design/methodology/approach The study is quantitative, with data collected from a self-administered structured questionnaire answered by a sample of 434 outpatients of Hospital do Câncer I, the largest and oldest hospital operated by the INCA. The data were treated with covariance-based structural equation modeling. Findings The results indicated that the corporate image of the INCA was the main factor having a positive influence on the patients’ satisfaction, followed by the quality of the services rendered by physicians and the quality of the hospital’s facilities. Originality/value The study shows that unlike indicated by the theory, quality does not have a direct impact on satisfaction with the nursing services, but rather an indirect impact via corporate image. Even though part of the explanation can be the fact that only outpatients were surveyed, who have less interaction with the nursing team than do inpatients, this result shows the strength of the hospital’s corporate image regarding patients’ satisfaction. Besides this, the study identified that hospitals with a strong corporate image transmit to patients the perception that they are being treated by technically qualified professionals, thus increasing the chances of cure and reduced suffering. This is fundamental for patients’ satisfaction, as most are unable to understand the technical attributes of the service. The study adds to the scarce Brazilian literature on the causal relation between the image of hospitals and their patients’ satisfaction.

scholarly journals An empirical analysis of service quality factors pertaining to ocean freight forwarding services

2018 ◽  
Vol 3 (3) ◽  
pp. 276-289 ◽  
Author(s):  
S. Subhashini ◽  
S. Preetha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Sampling Technique ◽  
Extensive Literature ◽  
Quality Factors ◽  
Content Type ◽  
Five Dimensions ◽  
Factors Influencing ◽  
Freight Forwarding

Purpose The service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors. Design/methodology/approach This research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis. Findings An extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction. Originality/value Some studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction.

scholarly journals Patients' Perceptions in Inpatient Service Quality and its Effect on Patient Loyalty with Patient Satisfaction as Mediation Variable

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Octa Lidya Ghaisani Amin ◽  
Wisnu Untoro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Inpatient Service ◽  
Validity And Reliability ◽  
Patients Satisfaction ◽  
Patient Loyalty ◽  
Patient’S Perception ◽  
Positive Effect

<p>This study aims to empirically test the patient's perception of the quality of inpatient services, and its effects on the loyalty of the patient, with patient satisfaction as a mediation variable. Data collection was performed by using five points Likert scales with judgment sampling approach. The study involved 160 patients of the dr. Prijonegoro Hospital, Sragen. Descriptive analysis was conducted followed by measurement analyses to ensure the validity and reliability. This research found that inpatient service quality has a significant positive effect on patients' satisfaction, patient satisfaction positively affect patients' loyalty, and patients' satisfaction partially mediated the effect of inpatient service quality on patient loyalty. Therefore, by improving the quality of services, it is expected that the patients were satisfied and then loyal after satisfied with inpatient service quality in the hospital.</p>

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