Elements affecting hospital-related behavior intentions of patient

Abstract

Purpose: To understand which factors have an impact in patients’ behavioral acts, experiences, and loyalty towards their hospitals,medical professionals, etc. Design/Methodology/Approach: The study utilized survey data collected from a sample of 255 citizens in Ho Chi Minh City, representing individuals aged 18 and above. The analysis was conducted using a conceptual model to examine the relationships between service attributes, patient satisfaction, and loyalty to healthcare providers. Findings: The results confirmed alignment between the observed correlations and the proposed conceptual model. The analysis highlighted the significant role of service attributes in differentiating levels of patient satisfaction and loyalty. Notably, certain attributes were identified as being more influential than others, with variations in the importance of specific factors for satisfaction and loyalty emerging across the patient sample. Conclusion: A comprehensive understanding of individual patient needs can greatly enhance the quality of healthcare services and address key drivers of patient behavior. In the context of critical cross-functional processes, it is crucial to consider the dynamic, time-sensitive nature of healthcare activities. Future research should adopt a multidisciplinary approach to further refine methodologies and capture the complexities of patient experiences across diverse settings. Originality/value: The study demonstrates that consumer perceptions of service attributes can frequently be the key to generating and managing customer satisfaction and loyalty. It also has implications for how satisfaction and loyalty to hospitalist physicians might be improved in the hospital context