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

被引：8

作者：

Olesen, Karin ^{[1
]}

Bathula, Hanoku ^{[1
]}

机构：

[1] Univ Auckland, Grad Sch Management, Auckland, New Zealand

来源：

HEALTH MARKETING QUARTERLY | 2022年 / 39卷 / 02期

关键词：

Commitment; health service quality; patient loyalty; patient satisfaction; trust; PERCEIVED SERVICE QUALITY; CUSTOMER SATISFACTION; BEHAVIORAL INTENTION; CONSUMER-TRUST; CARE; IMPACT; MODEL; DIMENSIONS; PROVIDERS; ORIENTATION;

D O I：

10.1080/07359683.2022.2050000

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：191 / 210

页数：20

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