Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty
Antoinette Asabea Addo, Wenxin Wang, Alex Boadi Dankyi, Olivier Joseph Abban, Geoffrey Bentum‐Micah
Abstract
Patient satisfaction is considered one of the preferred outcomes in health care as it is directly related to the re-use of health services as well as the success and sustainability of the health care facility. The purpose of this study was to examine and analyze the effect of the quality of services rendered by medical personnel on patient loyalty via the mediating influence of patient satisfaction. The study was designed using a cross-sectional questionnaire to collect data. 2372 outpatients were selected by simple random sampling. The data analysis method employed to test the hypotheses was the Structural Equation Modeling (SEM). The results showed that the quality of service rendered by the medical personnel has a positive association with patient satisfaction. Again, the higher the level of patient satisfaction, the higher the level of patient loyalty to medical services. Finally, the results of the indirect test supported the hypothesis that the quality of service of medical personnel has a positive effect on patient loyalty via the mediating influence of patient satisfaction.