Evaluating the Influence of Service Quality and Image of the Brand on Patient Experience: A Comprehensive Review

This thorough analysis has examined the complicated relationship in the healthcare industry between patient experience, brand image, and service quality. The inclusion criteria focused on studies addressing SQ (service quality), image of brand, &patient experience published in last eight years. The findings indicate that high service quality enhances patient experiences. Additionally, a strong brand image fosters patient trust and the perceived reliability of healthcare facilities. In order to maximise patient satisfying experiences and loyalty via experience, the debate emphasises the synergistic influence of these aspects and underscores the necessity for healthcare providers to excel in both SQ and image of brand. Method-A literature search was conducted in July 2024 using databases like Sage Journals, Emerald, Elsevier, Research Gate, and Taylor & Francis. Fifty publications were selected based on relevance to the research goal, including authorship, publication year, study population, instruments, and major findings. Result-High service quality, including responsiveness, reliability, and empathy, significantly improves patient experiences. A strong brand image boosts trust and perceived reliability, resulting in better patient experiences when combined with these factors. Discussion-This study highlights the importance of high service quality and a strong Brand Image in enhancing patient gratification and allegiance. It suggests healthcare providers should invest in both areas for a robust patient experience.