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All Journal International Journal of Public Health Science (IJPHS) PREPOTIF : Jurnal Kesehatan Masyarakat Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Jurnal Kesehatan Tambusai Media Publikasi Promosi Kesehatan Indonesia (MPPKI) Journal of Social Research Makara Journal of Health Research Eduvest - Journal of Universal Studies Jurnal Farmasi Indonesia Jurnal ARSI : Administrasi Rumah Sakit Indonesia Journal of Indonesian Health Policy and Administration Jurnal Ekonomi Kesehatan Indonesia Kesmas: Jurnal Kesehatan Masyarakat Nasional (National Public Health Journal)
Purnawan Junadi
Departemen Administrasi Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Indonesia
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Health Professions Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences

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Factors Associated with Outpatient Loyalty in Hospital: Systematic Literature Review Tsany Saadi, Muhammad; Junadi, Purnawan
Eduvest - Journal of Universal Studies Vol. 4 No. 9 (2024): Journal Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v4i9.1347

Abstract

The healthcare industry is undergoing a paradigm shift towards patient-centered care. In this competitive environment, patient satisfaction and loyalty are crucial for hospitals. While patient satisfaction is routinely measured, its precise relationship with loyalty remains unclear, as existing studies have yielded mixed results. Other determinants aside from patient satisfaction may also influence patient loyalty. By identifying these key determinants, hospitals can develop targeted strategies to enhance patient satisfaction and promoting patient loyalty, ultimately securing a competitive advantage. Objective: This systematic literature review aims to explore the current research on factors influencing outpatient loyalty to hospitals. Method: This systematic review uses Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. A search strategy was used to identify relevant studies in PubMed, ProQuest, and ScienceDirect. The search timeframe encompassed publications between January 2019 and April 2024. A set of predefined inclusion and exclusion criteria were applied, resulting in the identification of 17 articles relevant for further analysis. Result: Patient satisfaction emerged as a key driver of loyalty, positively influenced by factors beyond service quality. These factors include trust in the hospital, word of mouth, hospital image, strong patient-physician relationships, patient convenience, patient motives, switching cost, customer relationship management, and staff kindness and consideration. Conclusion: Patient loyalty is influenced by a multitude of factors extending beyond service quality and satisfaction. Building trust, nurturing patient relationships, optimizing the patient experience, and offering value are crucial considerations. Tailoring strategies to specific patient demographics and cultural contexts are essential.
Co-Authors Adang Bachtiar Al Asyary Alawi, Masykur Anggriasti, Eufrasia Victa Swastika Anwar Jusuf Arman A. Abdullah Bianca, Gabriela Chairil Hamdani Cholid Badril Clark, Carol Daniel, Rizki Dumilah Ayuningtyas Ede Surya Darmawan Fathi, Gemia Clarisa Gusnita, Endah Hasnur, Hanifah Jito, Anggar Khasanah, Usfahtul Kurnia Sari Latifah, Siti Nur Mardiati Najib Mizan, Syaiful Muswandar, Muswandar Nurlela Bujang Prakoso, Ilham Purwantyastuti Purwantyastuti Rahmiati Rahmiati Rusadi, Rosmala Atina Sarwono Waspadji Satibi Satibi Setiasih, Putri Ingen Sitepu, Eme Stepani Sjahrial, Fennie Sonoyati, Elisa Supriyadi Supriyadi Teijlingen, Edwin van Trijayati, Yuli Tris Eryando Tsany Saadi, Muhammad Viano, Natasya C Zakiah Zakiah