Key factors influencing patient loyalty Online publication date: Sun, 12-Feb-2017
by Yu-Li Lan; Jia-Yi Hung; Chien-Chih Chen; Cheng-Wen Yao
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 10, No. 2/3/4, 2016
Abstract: The objective of this study was to identify and verify factors that influence patient loyalty through judgement sampling of patients at hospitals. A total of 614 structured questionnaires were distributed with an effective sample size of 586 and a 95% return rate. Our results showed that patient loyalty was influenced by statistically significant factors such as age, education, profession, marital status, place of residence, condition of patient, number of visits, frequency of visits, and reason for visits. The hospital image, perceived medical-service quality, and satisfaction were positively correlated with patient loyalty and were significant predictor variables at 51.4%. This research can not only help hospitals understand how to retain patients but can also help hospitals improve, provide high-quality service, and enhance their image. The findings may be used as a reference for hospital management and patient services.
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