What is it about?
"In our research, we wanted to figure out how hospitals can make their patients really happy with the care they receive, so they keep coming back. We used a special model and a survey to study this. What we found is that when patients expect good care and actually get it, they are more likely to be happy and stick with that hospital. So, hospitals should focus on meeting these expectations and providing top-notch care to keep their patients loyal."
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Why is it important?
"Our study stands out because it combines two important tools, the SERVQUAL Model and the American Customer Satisfaction Index (ACSI), to create a model for building loyalty in hospitals. This model can help hospitals understand how to keep their patients happy and coming back. In today's healthcare landscape, where patient satisfaction is crucial, our research provides a practical approach for hospitals to improve their services and retain patients. This timely insight can benefit healthcare providers and researchers alike, making our work essential reading for anyone interested in enhancing the patient experience."
Perspectives
This publication is crucial for healthcare because it highlights the significance of patient satisfaction and loyalty. It provides a practical model using the SERVQUAL Model and the American Customer Satisfaction Index. The research underscores the need to exceed patient expectations to build loyalty, which is vital in today's patient-centered healthcare environment. It's a valuable resource for hospitals and healthcare professionals aiming to improve patient experiences and retention rates.
Mr Ferry Efendi
Universitas Airlangga
Read the Original
This page is a summary of: Model Development of Nursing Service Loyalty, Indian Journal of Public Health Research & Development, January 2019, Diva Enterprises Private Limited,
DOI: 10.5958/0976-5506.2019.00097.4.
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