A meta-analysis of the determinants of patient satisfaction and loyalty

Q3 Health Professions

Health Marketing Quarterly Pub Date : 2022-03-20 DOI:10.1080/07359683.2022.2050000

K. Olesen, H. Bathula

引用次数: 3

Abstract

Abstract In the contemporary competitive environment, healthcare providers have had to ensure that their customers are satisfied with the quality of medical service they receive as this is critical in customer retention and their repeated use of the service of the healthcare provider. Taking the patient's perspective, several studies have attempted to identify the determinants of patient satisfaction and their loyalty toward healthcare providers. Studies have yielded mixed results and to get a clearer understanding of these relationships, we perform a meta-analysis of 13 studies to test nine hypotheses. We discuss the implications of the results.

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对患者满意度和忠诚度决定因素的荟萃分析

在当代的竞争环境中，医疗服务提供者必须确保他们的客户满意的医疗服务质量，他们收到，因为这是关键的客户保留和他们的重复使用的医疗服务提供者的服务。从患者的角度来看，一些研究试图确定患者满意度和他们对医疗保健提供者的忠诚度的决定因素。研究得出了不同的结果，为了更清楚地了解这些关系，我们对13项研究进行了荟萃分析，以检验9个假设。我们讨论了结果的含义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Health Marketing Quarterly Health Professions-Health Professions (all)

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： Health Marketing Quarterly is directed at academicians and practitioners who are concerned with the concepts, practice, and research of health care marketing in today"s complex environment. The journal addresses important contemporary issues in the use of marketing by health care organizations like hospitals, individual practitioners, and public health care organizations. This includes the use of marketing to promote, position, deter, enhance health care organizations/issues, and the development of the marketing literature on both a conceptual and empirical basis.