The Relationship among Patient Satisfaction, Patient Loyalty, and Compliance with Treatment

References

• Abekah-Nkrumah, G., M. Yaa Antwi, S. M. Braimah, and C. G. Ofori. 2021. Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana. International Journal of Pharmaceutical and Healthcare Marketing 15 (2):251–68. doi: 10.1108/IJPHM-09-2019-0064.
   Web of Science ®Google Scholar
• Adams, G. C., R. Skomro, A. J. Wrath, T. Le, L. A. McWilliams, and M. E. Fenton. 2020. The relationship between attachment, treatment compliance and treatment outcomes in patients with obstructive sleep apnea. Journal of Psychosomatic Research 137 (1):110196. doi: 10.1016/j.jpsychores.2020.110196.
   PubMedGoogle Scholar
• Alikari, V., and S. Zyga. 2014. Conceptual analysis of patient compliance in treatment. Health Science Journal 8 (2):179–86. https://www.itmedicalteam.pl/articles/conceptual-analysis-of-patient-compliance-in-treatment-105497.html.
   Google Scholar
• AlOmari, F., and Hamid, A. B. 2022. Strategies to improve patient loyalty and medication adherence in Syrian healthcare setting: The mediating role of patient satisfaction. PLOS One 17 (11):e0272057. doi: 10.1371/journal.pone.0272057.
   PubMed Web of Science ®Google Scholar
• Arab, M., S. G. Tabatabaei, A. Rashidian, A. R. Forushani, and E. Zarei. 2012. The effect of service quality on patient loyalty: A study of private hospitals in Tehran, Iran. Iranian Journal of Public Health 41 (9):71–7.
   PubMed Web of Science ®Google Scholar
• Barbosa, C. D., M.-M. Balp, K. Kulich, N. Germain, and D. Rofail. 2012. A literature review to explore the link between treatment satisfaction and adherence, compliance, and persistence. Patient Preference and Adherence 6 (1):39–48. doi: 10.2147/PPA.S24752.
   PubMedGoogle Scholar
• Boissy, A., A. K. Windover, D. Bokar, M. Karafa, K. Neuendorf, R. M. Frankel, J. Merlino, and M. B. Rothberg. 2016. Communication skills training for physicians improves patient satisfaction. Journal of General Internal Medicine 31 (7):755–61. doi: 10.1007/s11606-016-3597-2.
   PubMed Web of Science ®Google Scholar
• Bos, A., N. Vosselman, J. Hoogstraten, and B. Prahl-Andersen. 2005. Patient compliance: A determinant of patient satisfaction? The Angle Orthodontist 75 (4):526–31. doi: 10.1043/0003-3219.
   PubMed Web of Science ®Google Scholar
• Breitscheidel, L., S. Stamenitis, F.-W. Dippel, and O. Schöffski. 2010. Economic impact of compliance to treatment with antidiabetes medication in type 2 diabetes mellitus: A review paper. Journal of Medical Economics 13 (1):8–15. doi: 10.3111/13696990903479199.
   PubMedGoogle Scholar
• Cansel, N., A. Unal, S. E. Onsoz, M. Akan, L. G. Erbay, and S. N. I. Melez. 2021. Frequency and predictors of coronavirus anxiety in psychiatric patients and healthy people and its effect on treatment compliance during the pandemic. Medicine 10 (4):1433–40. doi: 10.5455/medscience.2021.03.07.241.
   Google Scholar
• Chao-Chan, W. 2011. The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management 5 (12):4873–82. doi: 10.5897/AJBM10.1347.
   Google Scholar
• Chen, Q., E. W. Beal, V. Okunrintemi, E. Cerier, A. Paredes, S. Sun, G. Olsen, and T. M. Pawlik. 2019. The association between patient satisfaction and patient-reported health outcomes. Journal of Patient Experience 6 (3):201–9. doi: 10.1177/2374373518795414.
   PubMedGoogle Scholar
• Deniz, S., M. Akbolat, M. Çimen, and Ö. Ünal. 2021. The mediating role of shared decision-making in the effect of the patient–physician relationship on compliance with treatment. Journal of Patient Experience 8 (1):23743735211018066. doi: 10.1177/23743735211018066.
   Google Scholar
• Elleuch, A. 2008. Patient satisfaction in Japan. International Journal of Health Care Quality Assurance 21 (7):692–705. doi: 10.1108/09526860810910168.
   PubMedGoogle Scholar
• Erdem, R., S. Rahman, A. Levent, B. Demirel, S. Köseoğlu, G. Firat, T. Kesici, Ş. Kirmizigül, S. Üzel, and C. Kubat. 2008. The effect of patient satisfaction on patient commitment. Erciyes Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi 31:95–110. https://dergipark.org.tr/en/pub/erciyesiibd/issue/5888/77879.
   Google Scholar
• Gill, L., and L. White. 2009. A critical review of patient satisfaction. Leadership in Health Services 22 (1):8–19. doi: 10.1108/17511870910927994.
   Google Scholar
• Hajikhani, S., S. J. Tabibi, and L. Riahi. 2015. The relationship between the customer relationship management and patients’ loyalty to hospitals. Global Journal of Health Science 8 (3):65–71. doi: 10.5539/gjhs.v8n3p65.
   PubMedGoogle Scholar
• Hausman, A. 2001. Taking your medicine: Relational steps to improving patient compliance. Health Marketing Quarterly 19 (2):49–71. doi: 10.1300/J026v19n02_05.
   PubMedGoogle Scholar
• Hayes, A. F. 2017. Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York: Guilford Publications.
   Google Scholar
• Hirsh, A. T., J. W. Atchison, J. J. Berger, L. B. Waxenberg, A. Lafayette-Lucey, B. B. Bulcourf, and M. E. Robinson. 2005. Patient satisfaction with treatment for chronic pain: Predictors and relationship to compliance. The Clinical Journal of Pain 21 (4):302–10. doi: 10.1097/01.ajp.0000113057.92184.90.
   PubMed Web of Science ®Google Scholar
• Janet, H., and H. Bronya. 2019. Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling 102 (4):790–6. doi: 10.1016/j.pec.2018.11.013.
   PubMed Web of Science ®Google Scholar
• Juhana, D., E. Manik, C. Febrinella, and I. Sidharta. 2015. Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia. International Journal of Applied Business and Economic Research 13 (6):4305–26.
   Google Scholar
• Kaya, Ş. D., and N. Maimaiti. 2018. A study of outpatient satisfaction scale development. Hacettepe Sağlık İdaresi Dergisi 21 (4):601–23. https://dergipark.org.tr/en/pub/hacettepesid/issue/42320/509178.
   Google Scholar
• Kessler, D. P., and D. Mylod. 2011. Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance 24 (4):266–73. doi: 10.1108/09526861111125570.
   PubMedGoogle Scholar
• Kesuma, I. A. W., D. Hadiwidjojo, N. L. P. Wiagustini, and F. Rohman. 2013. Service quality influence on patient loyalty: Customer relationship management as mediation variable (study on private hospital industry in Denpasar). International Journal of Business and Commerce 2 (12):1–14. https://www.ijbcnet.com/.
   Google Scholar
• Kim, A. B., B. T. Cheng, and S. Hassan. 2022. Association of mental health outcomes and lower patient satisfaction among adults with alopecia: A cross-sectional population-based study. JAAD İnternational 8 (1):82–8. doi: 10.1016/j.jdin.2022.05.011.
   PubMedGoogle Scholar
• Kim, S. S., S. Kaplowitz, and M. V. Johnston. 2004. The effects of physician empathy on patient satisfaction and compliance. Evaluation & the Health Professions 27 (3):237–51. doi: 10.1177/0163278704267037.
   PubMed Web of Science ®Google Scholar
• Kinzel, A., M. Ambrogi, M. Varshaver, and E. D. Kirson. 2019. Tumor treating fields for glioblastoma treatment: Patient satisfaction and compliance with the second-generation optune system. Clinical Medicine Insights. Oncology 13 (1):1179554918825449. doi: 10.1177/1179554918825449.
   Google Scholar
• Lee, C. 2021. Patient loyalty to health services: The role of communication skills and cognitive trust. International Journal of Healthcare Management 14 (4):1254–64. doi: 10.1080/20479700.2020.1756111.
   Web of Science ®Google Scholar
• Lestariningsih, T., E. Hadiyati, and R. Astuti. 2018. Study of service quality and patient satisfaction to trust and loyalty in public hospital, Indonesia. International Journal of Business Marketing and Management 3 (2):1–12.
   Google Scholar
• Liu, S., G. Li, N. Liu, and W. Hongwei. 2021. The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. Inquiry 58 (1):469580211007221. doi: 10.1177/00469580211007221.
   PubMedGoogle Scholar
• MacStravic, S. 1994. Patient loyalty to physicians. Marketing Health Services 14 (4):53–6. https://pubmed.ncbi.nlm.nih.gov/10154637/.
   Google Scholar
• Micic, G., C. Richardson, N. Cain, C. Reynolds, K. Bartel, B. Maddock, and M. Gradisar. 2019. Readiness to change and commitment as predictors of therapy compliance in adolescents with Delayed Sleep-Wake Phase Disorder. Sleep Medicine 55 (1):48–55. doi: 10.1016/j.sleep.2018.12.002.
   PubMedGoogle Scholar
• Ong, C. H., H. W. Lee, and T. Ramayah. 2018. Impact of brand experience on loyalty. Journal of Hospitality Marketing & Management 27 (7):755–74. doi: 10.1080/19368623.2018.1445055.
   Web of Science ®Google Scholar
• Otani, K., P. A. Herrmann, and R. S. Kurz. 2011. Improving patient satisfaction in hospital care settings. Health Services Management Research 24 (4):163–9. doi: 10.1258/hsmr.2011.011008.
   PubMedGoogle Scholar
• Palli, S. R., S. Zhou, A. Shaikh, and V. J. Willey. 2021. Effect of compliance with GOLD treatment recommendations on COPD health care resource utilization, cost, and exacerbations among patients with COPD on maintenance therapy. Journal of Managed Care & Specialty Pharmacy 27 (5):625–37. doi: 10.18553/jmcp.2021.20390.
   PubMed Web of Science ®Google Scholar
• Pilav, A. 1999. Health status indicators and the importance of their use in daily practice. Medicinski Arhiv 53 (3 Suppl 3):51–3. https://europepmc.org/article/med/10870626.
   PubMedGoogle Scholar
• Prakash, B. 2010. Patient satisfaction. Journal of Cutaneous and Aesthetic Surgery 3 (3):151–5. doi: 10.4103/0974-2077.74491.
   PubMedGoogle Scholar
• Pratama, V., and S. Hartini. 2020. The effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. Journal of Theory and Applied Management 13 (3):234–53. doi: 10.20473/jmtt.v13i3.21139.
   Google Scholar
• Quintana, J. M., N. González, A. Bilbao, F. Aizpuru, A. Escobar, C. Esteban, J. A. San-Sebastián, E. de-la-Sierra, and A. Thompson. 2006. Predictors of patient satisfaction with hospital health care. BMC Health Services Research 6:102. doi: 10.1186/1472-6963-6-102.
   PubMed Web of Science ®Google Scholar
• Rafii, F., N. S. Fatemi, E. Danielson, C. M. Johansson, and M. Modanloo. 2014. Compliance to treatment in patients with chronic illness: A concept exploration. Iranian Journal of Nursing and Midwifery Research 19 (2):159–66.
   PubMedGoogle Scholar
• Rahman, M. K., S. Zailani, and G. Musa. 2018. Tourists’ satisfaction and loyalty intention at Shariah compliant private hospitals in Malaysia. International Journal of Tourism Sciences 18 (4):295–311. doi: 10.1080/15980634.2018.1555605.
   Google Scholar
• Ramli, A. H. 2019. Patient satisfaction, hospital image and patient loyalty in West Sulawesi Province. Business and Entrepreneurial Review 17 (1):1–14. doi: 10.25105/ber.v17i1.5088.
   Google Scholar
• Reichheld, F. F. 1993. Loyalty-based management. Harvard Business Review 71 (2):64–73. https://europepmc.org/article/med/10124634.
   PubMed Web of Science ®Google Scholar
• Rostami, M., L. Ahmadian, Y. Jahani, and A. Niknafs. 2019. The effect of patient satisfaction with academic hospitals on their loyalty. The International Journal of Health Planning and Management 34 (1):e726–e735. doi: 10.1002/hpm.2685.
   PubMed Web of Science ®Google Scholar
• Spidel, A., T. Lecomte, D. Kealy, and I. Daigneault. 2018. Acceptance and commitment therapy for psychosis and trauma: Improvement in psychiatric symptoms, emotion regulation, and treatment compliance following a brief group intervention. Psychology and Psychotherapy 91 (2):248–61. doi: 10.1111/papt.12159.
   PubMed Web of Science ®Google Scholar
• Stratton, S. J. 2021. Population research: Convenience sampling strategies. Prehospital and Disaster Medicine 36 (4):373–4. doi: 10.1017/S1049023X21000649.
   PubMed Web of Science ®Google Scholar
• Torres, E., A. Z. Vasquez-Parraga, and C. Barra. 2009. The path of patient loyalty and the role of doctor reputation. Health Marketing Quarterly 26 (3):183–97. doi: 10.1080/07359680903263565.
   PubMedGoogle Scholar
• Unal, O., M. Akbolat, and M. Amarat. 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. doi: 10.12669/pjms.344.15136.
   PubMed Web of Science ®Google Scholar
• Wang, H.-L., J.-Y. Huang, and S.-L. Howng. 2011. The effect on patient loyalty of service quality, patient visit experience and perceived switching costs: Lessons from one Taiwan university hospital. Health Services Management Research 24 (1):29–36. doi: 10.1258/hsmr.2010.010011.
   PubMedGoogle Scholar
• Wartiningsih, M., S. Supriyanto, S. Widati, E. Ernawaty, and R. Lestari. 2020. Health promoting hospital: A practical strategy to improve patient loyalty in public sector. Journal of Public Health Research 9 (2):1832. doi: 10.4081/jphr.2020.1832.
   PubMed Web of Science ®Google Scholar
• Woo, B. F. Y., J. X. Y. Lee, and W. W. S. Tam. 2017. The impact of the advanced practice nursing role on quality of care, clinical outcomes, patient satisfaction, and cost in the emergency and critical care settings: A systematic review. Human Resources for Health 15 (1):63. doi: 10.1186/s12960-017-0237-9.
   PubMedGoogle Scholar
• Zhang, L., Q. Zhang, X. Li, W. Shao, J. Ma, R. Zhang, A. Zhou, and J. Li. 2022. The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service. The International Journal of Health Planning and Management 37 (2):734–54. doi: 10.1002/hpm.3355.
   PubMed Web of Science ®Google Scholar
• Zhou, W.-J., Q.-Q. Wan, C.-Y. Liu, X.-L. Feng, and S.-M. Shang. 2017. Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care 29 (4):442–9. doi: 10.1093/intqhc/mzx058.
   PubMed Web of Science ®Google Scholar