Determinants of patient loyalty to healthcare providers: An integrative review.

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ID: 53860
2017
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Ranked #8 of 111 articles by views in International journal for quality in health care : journal of the International Society for Quality in Health Care

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Abstract
Patient loyalty is key to business success for healthcare providers and also for patient health outcomes. This study aims to identify determinants influencing patient loyalty to healthcare providers and propose an integrative conceptual model of the influencing factors.PubMed, CINAHL, OVID, ProQuest and Elsevier Science Direct databases were searched.Publications about determinants of patient loyalty to health providers were screened, and 13 articles were included.Date of publication, location of the research, sample details, objectives and findings/conclusions were extracted for 13 articles.Thirteen studies explored eight determinants: satisfaction, quality, value, hospital brand image, trust, commitment, organizational citizenship behavior and customer complaints. The integrated conceptual model comprising all the determinants demonstrated the significant positive direct impact of quality on satisfaction and value, satisfaction on trust and commitment, trust on commitment and loyalty, and brand image on quality and loyalty.This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty.
Reference Key
zhou2017determinantsinternational Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Zhou, Wei-Jiao;Wan, Qiao-Qin;Liu, Cong-Ying;Feng, Xiao-Lin;Shang, Shao-Mei;
Journal International journal for quality in health care : journal of the International Society for Quality in Health Care
Year 2017
DOI
10.1093/intqhc/mzx058
URL
Keywords
integrative review healthcare service patient loyalty

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