Perceived Dimensions of Service Quality on Patient Satisfaction and Loyalty in Healthcare Context: A Systematic Approach
DOI:
https://doi.org/10.37506/ijphrd.v11i3.2620Keywords:
Conceptual framework, healthcare, patient loyalty, patient satisfaction, service quality.Abstract
Context: This research demonstrates a model for conducting an empirical study in the health clinic to
enhance the efficiency of service quality. The aim of this research is to systematically identify and review
structural effects of service quality on patient satisfaction and loyalty in healthcare context. The method
of this research followed the guidelines of the PRISMA statement. The search was conducted in Scopus
database between 2010 and 2019. The studies included 27 articles for the synthesis. The results found
that several number of service quality dimensions on patient satisfaction and loyalty were investigated.
Therefore, this study is focused on four dimensions: infrastructural quality, procedural quality, interactional
quality and personnel quality. This research also suggested the structural relationship model between service
quality dimensions on patient satisfaction and loyalty in health clinic. The article concludes with suggested
future research work.
