The Psychological Influence of the Implementation of Quality Measures on the Satisfaction of Patients

Abstract

Introduction: The healthcare sector is seeing increased competition as a consequence of the growth of both public and private facilities. To establish a strong hospital brand and satisfying patients to maintain and gain their loyalty, this circumstance requires the participation and assistance of the hospitals.

Objectives: Therefore, delivering high-quality service would guarantee patients' contentment and loyalty to continue using the examiner.

Methods: This study's findings analyse how patients' satisfaction and loyalty are impacted by hospital image and service quality at a public hospital in Terengganu. The postulated hypothesis model in the research was put to the test using structural equation modelling (SEM).

Results: This research shows that, although hospital image had no manipulation on patients' loyalty; it had an important impact on their pleasure. Additionally, patient loyalty was significantly influenced by how satisfied the patients were.

Conclusions: This research also makes it clear that the contentment and loyalty of the patients were directly impacted by the service quality offered by the hospital. Therefore, a hospital's excellent level of care will affect its patients' contentment and loyalty, and a strong, appealing hospital image is a crucial component in ensuring patients' satisfaction.