How Patient Loyalty Affects Patient Satisfaction

Abstract

This study is a cross-sectional field study conducted to examine the effect of patient satisfaction on patient commitment based on the health institution which patients have recently visited. Two different scales were used in the study. The universe of the study consisted of patients who applied to hospitals in January 2019 and received inpatient health services to public hospitals, private hospitals, and university hospitals serving in the city of Konya. The questionnaires were applied by the researchers to the patients who were discharged from the hospital based on voluntariness by selecting the convenience sampling method. The data analysis was conducted with a 95% confidence level and 5% tolerance in the SPSS 22.00 program. Non-parametric test techniques were used for the analysis. In accordance with the results of the correlation analysis, it was statistically found positive, low, and medium strength relations between general satisfaction and its sub-dimensions (p<0.01). According to the results of simple and multiple regression analysis, patient satisfaction affects patient commitment (B=0.918; p<0.01). The majority of patient commitment (54.1%) is explained by patient satisfaction. In patient commitment, medical satisfaction makes a change by 29.2%; interest and kindness a change by 32.2% and administrative satisfaction a change by 33.9%. Patient satisfaction makes a change by 91.8% in patient commitment. Other variables are needed to explain the change of 8.2%.

Keywords

• hospitals
• patient commitment
• patient satisfaction