The impact of hospital reputation on patient loyalty

• Main Authors: Turay, Tiara, Mohd Mokhtar, Sany Sanuri, Gbadebo, Salimon Maruf
• Format: Conference or Workshop Item
• Language: English
• Published: 2017
• Subjects: HD61 Risk Management
• Online Access: http://repo.uum.edu.my/23696/1/CBMM%202017%20133%20139.pdf; http://repo.uum.edu.my/23696/
• Institution: Universiti Utara Malaysia

Many scholars have come to the agreement that customer loyalty gave tremendous effect on companies’ business survival.It had been noted that reputation included as one of the factors that developed customer loyalty and business successes.Reputation is one of the critical elements of customer’s evaluation toward a company’s product or service. Customer evaluation shapes perception.Therefore creating good customers’ experience of service will create good customer perception.In health care organizations patients’ experience of medical service is crucial in shaping positive customer’s perception. When the patient didn’t have positive experience with the health care service, patients might end up with avoiding using the hospital service. Accordingly, enhancing patient’s loyalty, hospital reputation, and quality service become compulsory in order to stay competitive in the health care industry.The aimed of this study is to examine the consequence of hospital reputation on patient loyalty.Through the assessment of previous literatures related with reputation and customer loyalty, it is believed that hospital reputation has a strong influence on patients’ loyalty.