Service Quality, Patient Satisfactions And Loyalty In Public Healthcare

Abstract

Patient loyalty has been considered to be a pivotal contributor for success of any organisation. The need for proper healthcare is considered as potentially beneficial for private healthcare services exclusively. Hospital industry is concerned about the increasing trend of private healthcare services. If this continues the state government hospitals are likely to lose their patients. The goal of this study was to explore the relationship of service quality factors on patient loyalty of public healthcare centres‘ service quality. This research further investigated if patient satisfaction mediated the relationship between hospital service quality and patient‘s loyalty. This study is a cross sectional research conducted using self-administrated questionnaire. A total of 576 completed questionnaires were obtained within the period of data collection. The data were then analysed using Structural Equation Modelling (SEM) method to assess the relationship between the assumed variables