Work

Examining the impact of perceived hospital accreditation quality standards on patient loyalty: A Stimulus-Organism-Response theory perspective

Year: 2025

Type: article

Abstract: Drawing on the Stimulus-Organism-Response theory, this study examines how patients’ perception of the hospital accreditation quality standards influences their loyalty to accredited hospitals. A survey was administered among 290 patients admitted to four accredited tertiary care hospitals. The conceptual framework was tested using structural equation modelling. Results suggest that patients’ perception of patient-centred standards and hospital organisation management standards (HOMS) influences trust, leading to their commitment, which finally results in loyalty to accredited hospitals. The findings indicate a partial but significant mediating role of trust and commitment while predicting patient loyalty. It provides insights to hospital quality and marketing managers.

Source: IIMB Management Review

DOI: 10.1016/j.iimb.2025.100618

Authors: Swapnarag Swain, Anees Ahmad, Sreelekha Mishra

Institution: Indian Institute of Management Bodh Gaya

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Good health and well-being

Open Access status: gold

Estimated APC paid: $1,200