AN EMPIRICAL STUDY ON PATIENT LOYALTY AND OUTCOME OF PATIENT SATISFACTION

Abstract

 Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful and essential sources of information for identifying gaps and developing an effective action plan for quality improvement in healthcare organizations. From literature review it was found that there are limited published studies to report the improvements resulting from feedback information of patient satisfaction surveys, and in most cases, these studies were found contradictory in their findings. The researcher considered the hospital which had good infrastructure and promotion strategies, and then also the patient loyalty is reduced. A structured questionnaire was developed with the help of experts and the data was taken from 10200 respondents but after refining the data 10000 respondent data was finally used for analysis. This research paper investigates the relationship of dependent and independent influential attributes towards overall patient satisfaction & patient loyalty. This research concluded that the patient satisfaction leads to patient loyalty .Thus the hospital need to improve upon certain factors which will lead the higher patient loyalty like doctor behavior, patient recovery, support staff behavior, hospital cleanliness and smooth handling of discharge procedure.