Research Article
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Year 2019, Volume: 5 Issue: 9, 76 - 84, 27.10.2019

Abstract

References

  • Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1), 24-38.
  • Akbolat, M., Durmuş, A., Ünal, O., Amarat, M., & Fazla, İ. (2017). Hastaların Kurumsal İmaj Algılarının Hastane Bağlılıklarına Etkisi. European Journal of Educational & Social Sciences, 2(2), 67-76.
  • Amarat, M. (2017). Hasta Temelli Kurumsal İtibarın Belirlenmesi. Yüksek Lisans Tezi. Sakarya Üniversitesi Sosyal Bilimler Enstitüsü. Sakarya.
  • Bayın, G. (2013), Hastanelerde Kurumsal İmaj ve Hasta Bağlılığı İlişkisi: Ankara Eğitim Ve Araştırma Hastanesi İle İbni Sina Hastanesinde Bir Uygulama, Yüksek Lisans Tezi, Ankara Üniversitesi, Sağlık Bilimleri Enstitüsü, Ankara.
  • Bell, S. J., & Luddıngton,J. A. (2006). Coping With Customer Complaints. Journal of Service Research. 8(3), 221-233
  • Bilgili, E., & Ecevit, E. (2008). Sağlık Hizmetleri Piyasasında Asimetrik Bilgiye Bağlı Problemler ve Çözüm Önerileri. Hacettepe Sağlık İdaresi Dergisi, 11(2),202-228.
  • Chang, C. W., & Tseng, T. H. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions' influences on hospital loyalty. Journal of Services Marketing, 27(2), 91-103.
  • Chaska, Benjamin W. (2006), Growing Loyal Patients, Physician Executive, 32(3), 42-46.
  • Avci, D., Aydın, D., & Özbaşaran, F. (2013). Hemşirelik Öğrencilerinde Empati-Özgecilik İlişkisi Ve Özgeci Davranışın Bazı Değişkenler Açısından İncelenmesi. Balıkesir Sağlık Bilimleri Dergisi, 2(2),108-113.
  • Durmuş, A. (2017). Algılanan Değerin Hasta Davranış ve Tavsiye Niyetine Etkisi. Yayınlanmamış Yüksek Lisans Tezi. Sakarya Üniversitesi, Sosyal Bilimler Enstitüsü, Sakarya.
  • Gummerus, J., Liljander, V., Pura, M., & Van Riel, A. (2004). Customer loyalty to content-based web sites: the case of an online health-care service. Journal of services Marketing, 18(3), 175-186.
  • Hartline.M.D. , Woolridge .B.R . & Jones.K.C. ( 2003 ). Guest perceptions of hotel quality: Determining which employee groups count most. Cornell Hotel and Restaurant Administration Quarterly. 44 (1),43–52.
  • Javalgi, R. G., Rao, S. R., & Thomas, E. G. (1991). Choosing a hospital: analysis of consumer tradeoffs. Marketing Health Services, 11(1), 12.
  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business research, 58(4), 500-507.
  • Kanndampully, J., Hu, H. (2007). Do Hoteliers Need to Manage Image to Retain Loyal Customers?, International Journal of Contemporary Hospitality Management.19(6), 435-443.
  • Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4-25.
  • Lan, Y. L., Hung, J. Y., Chen, C. C., & Yao, C. W. (2016). Key factors influencing patient loyalty. International Journal of Electronic Customer Relationship Management, 10(2-4), 89-102.
  • Mayer ,R.C., Davis, J.H., & Schoorman , D . (1995). An integrative model of organizational trust, Academy of Management Journal , 20 , 709 – 734 .
  • Moorman, C., Zaltman, G. & Rohit, D., (1992), Relationships Between Providers And Users Of Market Research: The Dynamics Of Trustwithin And Between Organizations, Journal Of Marketing Research, 29(3), 314-328.
  • Narcı, H. Ö., Ozcan, Y. A., Şahin, İ., Tarcan, M., & Narcı, M. (2015). An examination of competition and efficiency for hospital industry in Turkey. Health care management science, 18(4), 407-418.
  • Nguyen, N. (2010). Competence and benevolence of contact personnel in the perceived corporate reputation: An empirical study in financial services. Corporate Reputation Review, 12(4), 345-356.
  • Olıver, Richard L. (1999), Whence Consumer Loyalty?, The Journal of Marketing, 63, 33-44.
  • Platonova, E.A., Kennedy, K.N., & Shewchuk, R.M.(2008). Understanding patient satisfaction, trust, and loyalty to primary care physicians. Medical Care Research and Review, 65(6), 696-712.
  • Royal College of General Practitioners (RCGP)(2018) (http://www.rcgp.org.uk/training-exams/training/gp-curriculum-overview/online-curriculum/1-being-a-gp/what-is-a-competent-and-capable-doctor.aspx) Erişim Tarihi:30.07.2019
  • Stockmyer, N. E. (2015). Exploring Antecedents of Consumer-Based Corporate Reputation in a Healthcare Context. Doctorial Thesis. Northcentral University.
  • Torres, E., Vasquez-Parraga, A. Z., & Barra, C. (2009). The path of patient loyalty and the role of doctor reputation. Health Marketing Quarterly, 26(3), 183-197.
  • Turay,T., Mokhtar, S.S.M., Gbadebo.S.M., Morakinyo,S. Nathaniel, A.O., & Bamgbade, J.A. (2017) The impact of hospital reputation on patient loyalty. International Journal of Economic Research. 14(19):191-199
  • Unal, O (2016). Hasta hekim iletişimin hastanın hekim bağlılığına ve hastane bağlılığına etkisi. Sakarya Üniversitesi Sosyal Bilimler Enstitüsü: Sakarya.
  • Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan journal of medical sciences, 34(4), 999-1003.
  • Zhou, W. J., Wan, Q. Q., Liu, C. Y., Feng, X. L., & Shang, S. M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442-449.

BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?

Year 2019, Volume: 5 Issue: 9, 76 - 84, 27.10.2019

Abstract

In an increasingly competitive environment, health
institutions and organizations are moving towards the concept of a loyal
patient, whose importance is increasing and is thought to be of great benefit
to the institutions, but patient loyalty has not been studied extensively
through the physicians who make up the majority of the process. In addition,
there are no studies in the literature on the helpfulness and competence of
doctors who are thought to influence patient loyalty. For this reason, it was
aimed to investigate the relationship between benevolence and competence of
doctors and patient loyalty. The aim of this study is to measure the effect of
doctor-benevolence behaviors and doctor competencies on patient loyalty. The
sample of the study consisted of 207 people who received service from a public
or private hospital within the last year. A questionnaire was used as a data
collection tool. The questionnaire used consists of four parts and the first
part consists of three questions aiming to measure socio-demographic
characteristics. In the second and third sections, the scales developed by
Nguyen (2010) aiming to measure the physicians' competencies and benevolence
were used. In the last chapter, the patient loyalty scale developed by Nguyen
and LeBlanc (2001) was used. As a result of the correlation analysis, there was
a positively strong relationship between the proficiency levels of the doctors
and the level of benevolence, whereas these two variables were positively
related to patient loyalty. When the effect coefficients were examined, doctor
benolovence (β = 0.404) affects patient loyalty more than doctor's competence
(β = 0.185). As a result, although the effect of benevolence and competence on
loyalty is different, it can be said that the variables are far from being
substitutes. The patients will not only want to be treated by the doctors who
show the benevolent behavior, but also the doctor’s competence.

References

  • Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1), 24-38.
  • Akbolat, M., Durmuş, A., Ünal, O., Amarat, M., & Fazla, İ. (2017). Hastaların Kurumsal İmaj Algılarının Hastane Bağlılıklarına Etkisi. European Journal of Educational & Social Sciences, 2(2), 67-76.
  • Amarat, M. (2017). Hasta Temelli Kurumsal İtibarın Belirlenmesi. Yüksek Lisans Tezi. Sakarya Üniversitesi Sosyal Bilimler Enstitüsü. Sakarya.
  • Bayın, G. (2013), Hastanelerde Kurumsal İmaj ve Hasta Bağlılığı İlişkisi: Ankara Eğitim Ve Araştırma Hastanesi İle İbni Sina Hastanesinde Bir Uygulama, Yüksek Lisans Tezi, Ankara Üniversitesi, Sağlık Bilimleri Enstitüsü, Ankara.
  • Bell, S. J., & Luddıngton,J. A. (2006). Coping With Customer Complaints. Journal of Service Research. 8(3), 221-233
  • Bilgili, E., & Ecevit, E. (2008). Sağlık Hizmetleri Piyasasında Asimetrik Bilgiye Bağlı Problemler ve Çözüm Önerileri. Hacettepe Sağlık İdaresi Dergisi, 11(2),202-228.
  • Chang, C. W., & Tseng, T. H. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions' influences on hospital loyalty. Journal of Services Marketing, 27(2), 91-103.
  • Chaska, Benjamin W. (2006), Growing Loyal Patients, Physician Executive, 32(3), 42-46.
  • Avci, D., Aydın, D., & Özbaşaran, F. (2013). Hemşirelik Öğrencilerinde Empati-Özgecilik İlişkisi Ve Özgeci Davranışın Bazı Değişkenler Açısından İncelenmesi. Balıkesir Sağlık Bilimleri Dergisi, 2(2),108-113.
  • Durmuş, A. (2017). Algılanan Değerin Hasta Davranış ve Tavsiye Niyetine Etkisi. Yayınlanmamış Yüksek Lisans Tezi. Sakarya Üniversitesi, Sosyal Bilimler Enstitüsü, Sakarya.
  • Gummerus, J., Liljander, V., Pura, M., & Van Riel, A. (2004). Customer loyalty to content-based web sites: the case of an online health-care service. Journal of services Marketing, 18(3), 175-186.
  • Hartline.M.D. , Woolridge .B.R . & Jones.K.C. ( 2003 ). Guest perceptions of hotel quality: Determining which employee groups count most. Cornell Hotel and Restaurant Administration Quarterly. 44 (1),43–52.
  • Javalgi, R. G., Rao, S. R., & Thomas, E. G. (1991). Choosing a hospital: analysis of consumer tradeoffs. Marketing Health Services, 11(1), 12.
  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business research, 58(4), 500-507.
  • Kanndampully, J., Hu, H. (2007). Do Hoteliers Need to Manage Image to Retain Loyal Customers?, International Journal of Contemporary Hospitality Management.19(6), 435-443.
  • Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4-25.
  • Lan, Y. L., Hung, J. Y., Chen, C. C., & Yao, C. W. (2016). Key factors influencing patient loyalty. International Journal of Electronic Customer Relationship Management, 10(2-4), 89-102.
  • Mayer ,R.C., Davis, J.H., & Schoorman , D . (1995). An integrative model of organizational trust, Academy of Management Journal , 20 , 709 – 734 .
  • Moorman, C., Zaltman, G. & Rohit, D., (1992), Relationships Between Providers And Users Of Market Research: The Dynamics Of Trustwithin And Between Organizations, Journal Of Marketing Research, 29(3), 314-328.
  • Narcı, H. Ö., Ozcan, Y. A., Şahin, İ., Tarcan, M., & Narcı, M. (2015). An examination of competition and efficiency for hospital industry in Turkey. Health care management science, 18(4), 407-418.
  • Nguyen, N. (2010). Competence and benevolence of contact personnel in the perceived corporate reputation: An empirical study in financial services. Corporate Reputation Review, 12(4), 345-356.
  • Olıver, Richard L. (1999), Whence Consumer Loyalty?, The Journal of Marketing, 63, 33-44.
  • Platonova, E.A., Kennedy, K.N., & Shewchuk, R.M.(2008). Understanding patient satisfaction, trust, and loyalty to primary care physicians. Medical Care Research and Review, 65(6), 696-712.
  • Royal College of General Practitioners (RCGP)(2018) (http://www.rcgp.org.uk/training-exams/training/gp-curriculum-overview/online-curriculum/1-being-a-gp/what-is-a-competent-and-capable-doctor.aspx) Erişim Tarihi:30.07.2019
  • Stockmyer, N. E. (2015). Exploring Antecedents of Consumer-Based Corporate Reputation in a Healthcare Context. Doctorial Thesis. Northcentral University.
  • Torres, E., Vasquez-Parraga, A. Z., & Barra, C. (2009). The path of patient loyalty and the role of doctor reputation. Health Marketing Quarterly, 26(3), 183-197.
  • Turay,T., Mokhtar, S.S.M., Gbadebo.S.M., Morakinyo,S. Nathaniel, A.O., & Bamgbade, J.A. (2017) The impact of hospital reputation on patient loyalty. International Journal of Economic Research. 14(19):191-199
  • Unal, O (2016). Hasta hekim iletişimin hastanın hekim bağlılığına ve hastane bağlılığına etkisi. Sakarya Üniversitesi Sosyal Bilimler Enstitüsü: Sakarya.
  • Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan journal of medical sciences, 34(4), 999-1003.
  • Zhou, W. J., Wan, Q. Q., Liu, C. Y., Feng, X. L., & Shang, S. M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442-449.
There are 30 citations in total.

Details

Primary Language English
Subjects Health Policy
Journal Section Orginal Research
Authors

Mahmut Akbolat 0000-0002-2899-6722

Mustafa Amarat 0000-0001-8954-6314

Özgün Ünal 0000-0002-1245-2456

Elif Saba Sütlü This is me

Publication Date October 27, 2019
Published in Issue Year 2019 Volume: 5 Issue: 9

Cite

APA Akbolat, M., Amarat, M., Ünal, Ö., Sütlü, E. S. (2019). BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?. Journal of International Health Sciences and Management, 5(9), 76-84.
AMA Akbolat M, Amarat M, Ünal Ö, Sütlü ES. BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?. Journal of International Health Sciences and Management. October 2019;5(9):76-84.
Chicago Akbolat, Mahmut, Mustafa Amarat, Özgün Ünal, and Elif Saba Sütlü. “BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?”. Journal of International Health Sciences and Management 5, no. 9 (October 2019): 76-84.
EndNote Akbolat M, Amarat M, Ünal Ö, Sütlü ES (October 1, 2019) BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?. Journal of International Health Sciences and Management 5 9 76–84.
IEEE M. Akbolat, M. Amarat, Ö. Ünal, and E. S. Sütlü, “BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?”, Journal of International Health Sciences and Management, vol. 5, no. 9, pp. 76–84, 2019.
ISNAD Akbolat, Mahmut et al. “BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?”. Journal of International Health Sciences and Management 5/9 (October 2019), 76-84.
JAMA Akbolat M, Amarat M, Ünal Ö, Sütlü ES. BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?. Journal of International Health Sciences and Management. 2019;5:76–84.
MLA Akbolat, Mahmut et al. “BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?”. Journal of International Health Sciences and Management, vol. 5, no. 9, 2019, pp. 76-84.
Vancouver Akbolat M, Amarat M, Ünal Ö, Sütlü ES. BENEVOLENCE OR COMPETENCE WHICH IS MORE IMPORTANT FOR PATIENT LOYALTY?. Journal of International Health Sciences and Management. 2019;5(9):76-84.