The impact of service quality on patient satisfaction, patient loyalty, and intention to reuse

Service quality has a significant impact on patient satisfaction, patient loyalty, and the intention to choose the same service again. The main objective of this thesis is to analyze the effect of healthcare service quality on patient satisfaction, patient loyalty, and the intention to choose the same healthcare provider again. The study aims to evaluate the impact of the quality of services provided in private and public hospitals on the overall satisfaction levels of patients, examine the relationship between this satisfaction and patient loyalty, and determine the tendencies of patients to prefer the same healthcare institution again. In this context, the study aims to reveal to what extent the quality of healthcare services meets patients' expectations, and how the fulfillment of these expectations affects patient loyalty and the intention to choose the same healthcare provider again. This research, which is conducted quantitatively, involves patients who reside in Gaziantep and receive outpatient healthcare services at public hospitals. As a sample, individuals who have received healthcare services in Gaziantep at least once were selected, and a survey was conducted with 400 participants. The survey method, one of the quantitative research methods, was preferred for the study. The surveys were collected online. SPSS and AMOS software packages were used for data analysis. Descriptive statistics, difference tests, and path analysis techniques were used in the study. A reliability analysis was applied to the variables within the scope of the research, and it was determined that the research was reliable. A path analysis was applied to the theoretical model established within the scope of the research, and it was observed that the goodness-of-fit values obtained from the analysis met the validity criteria. Therefore, the study meets the reliability and validity criteria. According to the results obtained from the path analysis, it was found that service quality significantly and positively affects patient satisfaction, patient loyalty, and repurchase intention. In other words, as service quality increases, patient satisfaction, patient loyalty, and repurchase intention also increase. Additionally, the respondents generally agreed with all variables, as indicated by the response of "agree" on average..