Customer Satisfaction and Customer loyalty of Hospitals related studies

Customer satisfaction plays the most important role in total quality management. In comparison with other traditional performance measures, customer satisfaction is probably less sensitive to seasonal fluctuations, changes in costs, or changes in accounting practices (Kotler, 2006). 

 reference( Kotler P(2006) Marketing management. 12th Ed., NY: Prentice Hall)

A study of customer satisfaction, customer loyalty and quality attributes in Taiwan's medical service industry (Hsiu-Yuan Hu , Ching-Chan Cheng , Shao-I Chiu* and Fu-Yuan Hong) oct 2010 

This study examined how overall customer satisfaction and customer loyalty associated with the medical service quality attributes offered in Taiwan using Kano’s integrated model and the Customer Satisfaction Index Model. The results show that customer satisfaction was influenced by the one-dimensional and attractive attributes, and negatively affected by customer complaints. Surprisingly, the must-be attributes could not predict customer satisfaction, suggesting that competitive convergence played a role in Taiwan. Customer loyalty also proved to be independent of customer satisfaction and complaints, which may have been due to the barriers erected to dissuade patients from changing to a new provider. The major finding suggests that hospital managers should identify and emphasize the relevant one-dimensional and attractive attributes so as to increase patient satisfaction levels. Other findings reveal new insights for researchers concerned with the quality of medical services offered in Taiwan and hospital managers who must distribute their limited resources to achieve the highest possible patient satisfaction.

Reference: Hu, H.-Y., Cheng, C.-C., Chiu, S.-I., & Hong, F.-Y. (2010). A study of customer satisfaction, customer loyalty and quality attributes in Taiwan's medical service industry. October 2010.

STRATEGY FOR INCREASING CONSUMER SATISFACTION OF HOSPITAL SERVICES USING IMPORTANCE-PERFORMANCE ANALYSIS (IPA) APPROACH  (Sri Pangesti Budi Utami*)1, M. Syamsul Maarif*), Megawati Simanjuntak)  The purpose of this study was to analyze the level of satisfaction, the difference in service satisfaction between BPJS and Non-BPJS patients, and to formulate a strategy to improve patient satisfaction. The research used quantitative descriptive using an online survey and Focus Group Discussion (FGD). The number of respondents was 764, including 248 BPJS and 516 Non-BPJS respondents. the study finds that. There was no significant difference in the level of satisfaction of Non-BPJS patients and BPJS patients. The attributes that belonged to the main priority in repairs is the waiting time of polyclinic services, the timely presence of doctors in polyclinics, the friendliness and decency of pharmacy officers, the comfort of the waiting room, the cleanliness of the waiting room, and the neatness of building facilities, the safety of the hospital environment, the availability of medical devices, and the ease of complaining, will increase the satisfaction level of patients.

Reference: Utami, S. P. B., Maarif, M. S., & Simanjuntak, M. (Year). Strategy for increasing consumer satisfaction of hospital services using Importance-Performance Analysis (IPA) approach. Indonesia.

Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis (Diogo Cunha Ferreira, Inês Vieira , Maria Isabel Pedro, Paulo Caldas and Miguel Varela )

this systematic review seeks to find the determinants of patient satisfaction in a global setting. this study performs an analysis to evaluate the collected literature and to fulfill the literature gap of bibliometric analysis within this theme. This review follows the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) approach. this study ended up with 157 articles to review. A co-citation and bibliographic coupling analysis were employed to find the most relevant sources, authors, and documents. We divided the factors influencing patient satisfaction into criteria and explanatory variables. Medical care, communication with the patient, and the patient’s age are among the most critical factors for researchers. The bibliometric analysis revealed the countries, institutions, documents, authors, and sources most productive and significant in-patient satisfaction. 

Reference: Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (Year). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis.

Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants (Hoang Anh Nguyen) This study finds that Clinical care, administrative procedures, safety indicators, and trustworthiness significantly impact patient satisfaction in government hospitals. In private hospitals, infrastructure, image, and trustworthiness are the significant predictors of patient satisfaction. Government hospitals in India are known to provide well-qualified physicians, and private hospitals are preferred for their infrastructure facilities. The study also revealed that hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Reference: Nguyen, Hoang Anh. “Service Quality and Its Impact on Customer Satisfaction in Indian Hospitals: Perspectives of Patients and Their Attendants.” Benchmarking: An International Journal (2010):

Aga & Safakli (2007) and Ismail, et al. (2006) suggests that service quality positively impact customer satisfaction, and the service of an accounting firm has a positive effect on customer satisfaction. The price of services in comparison to the quality of service has a positive impact on customer satisfaction. And the price of service directly influences service quality (Ismail, et al. 2006). Aga & Safakli (2007) suggest that empathy is significantly influential to customer satisfaction because it addresses the individual needs of customers. 

Reference: Aga, M., & Safakli, O. V. (2007). An empirical investigation of service quality and customer satisfaction in professional accounting firms: Evidence from North Cyprus. Problems and Perspectives in Management, 5(3), 84-98.

Impact of Service Quality on customer Satisfaction (Ehigie C. Johnson Jesse S. Karlay) 2018 The findings of this study is realistic to some extent even though the study couldn’t cover the entire business population of Liberia. Therefore, it’s prudent to conduct further research to get a holistic view of this case study. This study may also be interesting for other developing market contexts like Liberia. We suggest following areas for further research: