Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Patient loyalty model

Patient loyalty model Purpose – This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. Research limitations/implications – The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical implications – Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. Originality/value – This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Leadership in Health Services Emerald Publishing

Loading next page...
 
/lp/emerald-publishing/patient-loyalty-model-4SuPYWD8F3

References (59)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1751-1879
DOI
10.1108/LHS-03-2014-0021
pmid
26083638
Publisher site
See Article on Publisher Site

Abstract

Purpose – This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. Research limitations/implications – The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical implications – Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. Originality/value – This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

Journal

Leadership in Health ServicesEmerald Publishing

Published: Jul 6, 2015

There are no references for this article.