Factors associated with patient loyalty in private healthcare sector in Egypt

Rania Ahmed Aly El Garem, Amira Fouad and Hassan Mohamed

Journal of Humanities and Applied Social Sciences, 2024, vol. 6, issue 2, 181-206

Abstract: Purpose - This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors. Design/methodology/approach - The data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis. Findings - Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor. Practical implications - Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct. Originality/value - This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.

Keywords: Perceived service quality; Trust; Perceived value; Perceived cost; Patient satisfaction; Patient loyalty and sociodemographic factors (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:jhassp:jhass-09-2023-0106

DOI: 10.1108/JHASS-09-2023-0106

Access Statistics for this article

Journal of Humanities and Applied Social Sciences is currently edited by Professor Mohamed Othman Elkhosht

More articles in Journal of Humanities and Applied Social Sciences from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().