Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

Patient Loyalty ◽

Large Numbers ◽

Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.

GATR Global Journal of Business Social Sciences Review - GATR Global Journal of Business and Social Science Review (GJBSSR) Vol.7(1) Jan-Mar 2019 ◽

A Study of Brand Image, Perceived Service Quality, Patient Satisfaction and Behavioral Intention among the Medical Tourists

10.35609/gjbssr.2014.2.2(4) ◽

2014 ◽

Vol 2 (2) ◽

pp. 32-43

Author(s):

Cham Tat Huei ◽

Lim Yet Mee ◽

Aik Nai Chiek

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Behavioral Intention ◽

Medical Tourism ◽

Brand Image ◽

Empirical Studies ◽

Positive Influence ◽

Behavioural Intention ◽

Quota Sampling

Objective- –This paper aims to examine the importance of brand image, and its impact on hospital service quality as perceived by the medical tourists. Moreover, this paper also evaluates the interrelationships among perceived service quality, patient satisfaction, and behavioural intention. Methodology/Technique – Based on quota sampling method, a questionnaire survey was used to collect data from 400 medical tourists to test the hypothesized relationships in this study. This paper contributes to the understanding about the importance of food allergy awareness among public. Findings – The findings from this study indicate that brand image has a significant positive influence on perceived service quality; and brand image is significantly and positively related to medical tourists' behavioural intention (i.e., their revisit intention). The findings also show that level of satisfaction partially mediates the relationship between service quality and behavioural intention among medical tourists. Novelty – This study is one of the very few empirical studies that examine the importance of brand image in the context of medical tourism. Moreover, this study is also one of the few studies that addressed patient satisfaction as a mediator in the healthcare context. Type of Paper Empirical Keywords: Brand Image, Service Quality, Patient Satisfaction, Behavioral Intention, Medical Tourism

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

10.21203/rs.3.rs-52529/v1 ◽

2020 ◽

Author(s):

Wenyi LIN ◽

Wanxia Yin

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Brand Image ◽

Perceived Value ◽

Survey Study ◽

Dental Clinics ◽

Patient Loyalty ◽

Relationship Of ◽

The Relationship

Abstract Background: This study seeks to explore the relationship of service quality, brand image, perceived value, service satisfaction and loyalty in China’s private dental clinics. Methods: This is a cross-sectional survey study, being conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected by convenience sampling method. A total of 230 residents were surveyed. Among them, 125 had received services in private dental clinics, being the valid sample of this study. A multiple regression model was run to explore factors influencing patient loyalty. Subsequently, the path analysis was used to understand the relationship of service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results: After controlling for the effect of demographic and socio-economic variables, perceived value and patient satisfaction have significant influences on patient loyalty. The path analysis indicates the perceived value, perceived quality, and expected quality have direct effects on patient satisfaction, and have indirect effects on patient loyalty, with patient satisfaction as a mediator. Additionally, perceived value has a direct and indirect effect on patient satisfaction. Conclusion: This study helps managers in private dental clinics to gain support from customers through building customer loyalty towards dental clinics.

Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-06-2014-0074 ◽

2016 ◽

Vol 33 (5) ◽

Cited By ~ 31

Author(s):

Asma Shabbir ◽

Shahab Alam Malik ◽

Shujah Alam Malik

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Private Sector ◽

Design Methodology ◽

Public And Private ◽

Patient Loyalty ◽

Public And Private Sector ◽

The Relationship ◽

Practical Implications

Purpose This study aims to explore the relationship between healthcare perceived service quality (HCSQ) and patient loyalty. Mediating role of patient satisfaction is also assessed between HCSQ and patient loyalty. Design/methodology/approach A sample of 600 was gathered using stratified random sampling technique from inpatients of public and private sector hospitals of Pakistan through self-administered questionnaire, and was analyzed through regression analysis. Findings Findings indicate that healthcare perceived service quality has a significant positive effect on patients’ loyalty. Patient satisfaction also mediates the relationship between HCSQ and patient loyalty. Findings state that there is a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals. Differences suggest that the patients of private sector hospitals were found more satisfied than their counterparts. Practical implications The results indicate that hospital managers should have knowledge about the perceptions and satisfaction of patients as it leads to a step towards introducing reforms in the quality of healthcare sector. Originality/value No such particular research in literature has been made earlier in Pakistan’s context which has assessed the perceptions of patients in terms of HCSQ dimensions as being addressed in this study. Thus, this study endeavors to fill that gap in terms of measuring healthcare services provided by both public and private sector hospitals. Outcomes of this study will enable hospitals’ managers to get a better understanding towards stronger as well as weaker aspects of service quality, and will help in observing factors which contribute towards patients’ satisfaction and patient loyalty in building long term relationships between hospital and patients.

Measuring Perceived Service Quality in Healthcare Setting in Developing Countries: A Review for Enhancing Managerial Decision-making

Journal of Health Management ◽

10.1177/0972063420963407 ◽

2020 ◽

Vol 22 (3) ◽

pp. 472-489

Author(s):

Deepti Singh ◽

Kavaldeep Dixit

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Healthcare Service ◽

Healthcare Setting ◽

Well Being ◽

Healthcare Sector ◽

Managerial Decision ◽

Behavioural Intentions ◽

Quality In Healthcare

Healthcare is vital for the overall well-being of an individual. The service quality in healthcare is a matter of great importance for health institutions across the world. With increasing patient awareness and rising competition among hospitals, patient perception of healthcare quality has become very relevant. This study aims to review the literature to explore the concepts of perceived service quality, customer satisfaction, and behavioural intentions. The study has attempted to look into the relationship between perceived healthcare service quality, patient satisfaction, and behavioural intentions of patients. Healthcare service quality is measured using SERVQUAL dimensions as well as other dimensions specific to the healthcare sector. The findings clearly show that perceived healthcare service quality, patient satisfaction, and behavioural intentions are closely related to each other, and high-quality services lead to satisfied patients who further exhibit positive behavioural intentions.

International Journal of Public and Private Perspectives on Healthcare Culture and the Environment ◽

Does Perceived Service Quality Affect Patient Satisfaction?

10.4018/ijppphce.2019010104 ◽

2019 ◽

Vol 3 (1) ◽

pp. 45-57

Author(s):

Afsana Akhtar ◽

SSM Sadrul Huda ◽

Segufta Dilshad

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Care Service ◽

Health Care Service ◽

Future Research ◽

Private Hospitals ◽

Public And Private ◽

Public And Private Hospitals ◽

The healthcare industry is becoming highly competitive with an increasing number of private hospitals and clinics in Bangladesh. The general objective of this study is to evaluate the impact of assessment of different aspects of service quality on patient satisfaction considering the public and private hospitals and clinics of Dhaka, Bangladesh. The data was collected through a self-administered questionnaire. A purposive sampling method was used to identify the person who visited hospitals in the previous years' time. The sample size was 100. Both descriptive and inferential statistics were used. The results showed a positive relation between perceived service quality and patient satisfaction. According to this study, the two most important constructs of service quality that have an impact on customer satisfaction are interpersonal interactions and technical quality. The research also found a significant correlation among perceived health care service quality, patient satisfaction, and behavioural intention of the patient. Future research is recommended to test the hypothesis with larger sample.

relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital

Linguistics and Culture Review ◽

10.21744/lingcure.v5ns3.1368 ◽

2021 ◽

Vol 5 (S3) ◽

pp. 27-40

Author(s):

Mohammad Abdallah Aladwan ◽

Hayatul Safrah Salleh ◽

Marhana Mohamed Anuar ◽

Hosaam ALhwadi ◽

Islam Almomani

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Care Service ◽

Health Care Service ◽

Healthcare Providers ◽

Statistical Technique ◽

Patient Loyalty ◽

Improvement Programs ◽

Positive Direct ◽

This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.

Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention

Problems and Perspectives in Management ◽

10.21511/ppm.19(4).2021.06 ◽

2021 ◽

Vol 19 (4) ◽

pp. 63-76

Author(s):

Phan Thanh Hai ◽

Nguyen Thanh Cuong ◽

Van Chien Nguyen ◽

Mai Thi Thuong

Keyword(s):

Factor Analysis ◽

Patient Satisfaction ◽

Service Quality ◽

Brand Image ◽

Equation Modeling ◽

Hospital Service ◽

Direct Influence ◽

Private Hospitals ◽

Revisit Intention ◽

Patient Loyalty

The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam.

The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

The International Seminar Series on Regional Dynamics Proceeding ◽

10.19184/issrd.v2i1.17467 ◽

2020 ◽

Vol 2 (1) ◽

pp. 01

Author(s):

Budiharto Budiharto

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Hospital Inpatient ◽

Patient Loyalty ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Quality Of Health Services ◽

The focus of this study is on the influence of the quality of hospital inpatient health services according to the modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness, communication, infrastructural quality, emphaty and responsiveness have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel, healthscape, infrastructural quality does not have a significant effect. Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction

Journal of Health Management ◽

10.1177/0972063420937940 ◽

2020 ◽

Vol 22 (3) ◽

pp. 430-445

Author(s):

Vimla ◽

Udita Taneja

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Design Methodology ◽

Brand Image ◽

Mediating Effect ◽

Improve Quality ◽

Patient Loyalty ◽

The Relationship ◽

Improve Patient ◽

Practical Implications

Purpose: This study aims to analyse brand image (BI)–service quality (SQ)–patient satisfaction (PS)–loyalty in healthcare by understanding BI and SQ modelled as multidimensional constructs in Indian healthcare. Furthermore, the mediating effect from BI to loyalty through SQ and PS is examined. Design/methodology/approach: Analysis of survey data of 210 patients from Indian hospitals reveals that BI directly affects SQ, PS and loyalty, that SQ directly influences PS, that PS directly influences loyalty of patients and that PS and BI are significant determinants of loyalty. Findings: Our findings suggest that BI has both a direct and indirect (through SQ and PS) impact on loyalty of patients. Moreover, the mediation of BI to loyalty through SQ and PS is partial and complementary mediation. Practical implications: By understanding the relationship between BI, SQ, PS and loyalty, managers will be able to better understand the mechanism to enhance loyalty. As BI impacts loyalty indirectly through SQ and PS, managers need to improve quality, which will enhance satisfaction of patients and thus help in the formation of loyal patients. Originality/value: This study shows how the mediating effect of SQ and PS can be used to improve patient loyalty by building positive BI.

Brand image as the competitive edge for hospitals in medical tourism

European Business Review ◽

10.1108/ebr-10-2019-0269 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Tat Huei Cham ◽

Boon Liat Cheng ◽

Mei Peng Low ◽

Jason Boon Chuan Cheok

Keyword(s):

Service Quality ◽

Behavioral Intention ◽

Medical Tourism ◽

Brand Image ◽

Healthcare Providers ◽

Perceived Value ◽

Tourism Industry ◽

Content Type ◽

Purpose Following promising growth of the international medical tourism industry, competitions within the global market have escalated tremendously with increased involvement by numerous healthcare providers to acquire a share of its disposable income. The brand reputation would hereby play a determining role as a competitive strategy. Specifically, this paper aims to investigate the impact of social and marketing aspects on the brand image of medical tourism-based hospitals, alongside its relationship toward service quality. In turn, the influence of perceived service quality on satisfaction and the perceived value was examined, in view of further potential behavioral intention among medical tourists on healthcare providers in Malaysia. Design/methodology/approach The data were collected through a survey questionnaire among medical tourists, with 596 successful cases collected via 6 major private hospitals at 3 popular Malaysian medical tourism locations. Data analysis was then performed using both SPSS and Smart PLS software. Findings The findings from the present study acknowledged the importance of both social (e.g. social media and word-of-mouth communications) and marketing (e.g. hospital advertisement and price perception) aspects toward establishing brand image among medical tourism-based hospitals. Consequently, the brand image would influence perceived service quality among medical tourists; further entail positive impact on behavioral intention, with satisfaction and perceived value as mediators between both factors. Following PLS predict analysis confirming this model’s high predictive capability, it demonstrated close representation to actual medical tourism scenario in Malaysia. Originality/value This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of hospital branding within the medical tourism industry; specifically through extending the literature on the influence of social and marketing efforts toward the formation of brand image.