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Related Experiment Video

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Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
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Patient loyalty model.

Sik Sumaedi1, I Gede Mahatma Yuda Bakti, Tri Rakhmawati

  • 1Indonesian Institute of Sciences, Tangerang Selatan, Indonesia.

Leadership in Health Services (Bradford, England)
|June 18, 2015
PubMed
Summary
This summary is machine-generated.

Subjective norm and trust significantly enhance patient loyalty in healthcare settings. Perceived behavioral control did not show a significant impact, suggesting focus on social influence and trust for patient retention.

Keywords:
ConsumersLoyaltyManagementPerceived behavioral controlSubjective normTrust

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Area of Science:

  • Healthcare Management
  • Consumer Behavior
  • Health Services Research

Background:

  • Patient loyalty is crucial for healthcare service institutions.
  • Understanding factors influencing patient loyalty is essential for strategic planning.
  • Existing models may not fully capture the interplay of social and individual factors.

Purpose of the Study:

  • To examine the combined influence of subjective norm, perceived behavioral control, and trust on patient loyalty.
  • To identify key drivers of patient loyalty within a healthcare context.
  • To contribute a novel model for understanding patient loyalty.

Main Methods:

  • Empirical data collected via survey from 157 patients in Bogor, Indonesia.
  • Multiple regression analysis employed to test the conceptual model and hypotheses.
  • Focus on a specific health-care service institution.

Main Results:

  • Subjective norm demonstrated a positive influence on patient loyalty.
  • Trust was found to be a significant positive predictor of patient loyalty.
  • Perceived behavioral control did not significantly affect patient loyalty in this study.

Conclusions:

  • Healthcare institutions should prioritize building trust and leveraging subjective norms to foster patient loyalty.
  • Findings suggest that social influences and perceived trustworthiness are more critical than perceived control.
  • Replication studies in diverse contexts are recommended due to sampling limitations.