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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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The trust-commitment challenge in service quality-loyalty relationships.

Antonio Carrizo Moreira1, Pedro Miguel Silva

  • 1GOVCOPP, DEGEI, University of Aveiro, Aveiro, Portugal.

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Summary

In private healthcare, service quality drives patient satisfaction and trust, which leads to loyalty. However, the link between satisfaction, commitment, and loyalty was not supported in this study.

Keywords:
CommitmentLoyaltySatisfactionService qualityTrust

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Area of Science:

  • Healthcare Management
  • Service Quality Research
  • Patient Loyalty Studies

Background:

  • Understanding patient loyalty is crucial for private healthcare providers.
  • Service quality, satisfaction, trust, and commitment are key factors influencing patient behavior.

Purpose of the Study:

  • To develop and test a model examining service quality, satisfaction, trust, and commitment as antecedents of loyalty in private healthcare.
  • To empirically validate the relationships between these constructs within a Portuguese private healthcare setting.

Main Methods:

  • Structural equation modeling was employed.
  • Data collected from 175 patients at a private Portuguese healthcare unit.
  • A revised Service Quality Assessment Scale (SQAS) was used for service quality evaluation.

Main Results:

  • Service quality is a multidimensional construct that significantly builds patient satisfaction.
  • The pathway from satisfaction to trust to loyalty was validated.
  • The pathway from satisfaction to commitment to loyalty was not statistically supported.

Conclusions:

  • The revised SQAS scale demonstrates good internal consistency and validity in the healthcare context.
  • Healthcare managers should focus on service quality dimensions to enhance patient satisfaction and cultivate trust for improved loyalty.
  • Further research is needed to explore other trust-commitment antecedents in private healthcare.