The  relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital

Mohammad Abdallah Aladwan; Hayatul Safrah Salleh; Marhana Mohamed Anuar; Hosaam ALhwadi; Islam Almomani

doi:10.21744/lingcure.v5nS3.1368

Authors

Mohammad Abdallah Aladwan Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
Hayatul Safrah Salleh
hayatul@umt.edu.my
Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
Marhana Mohamed Anuar Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
Hosaam ALhwadi Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
Islam Almomani Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia

Keywords:

health facilities, health services, healthcare, patient loyalty, patient satisfaction, service quality

Abstract

This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.

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