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

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 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.