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Year 2022, Volume: 7 Issue: 2, 171 - 185, 27.07.2022

Abstract

References

  • Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. New York, Free Press, 411-423.
  • Afrashtehfar, K. I., Assery, M. K. A., & Bryant, S. R. (2020). Patient Satisfaction in Medicine and Dentistry. International Journal of Dentistry, 2020, 1-10.
  • Altaf, M., Tabassum, N., & Mokhtar, S. S. B. (2018). Brand Equity and the Role of Emergency Medical Care Service Quality of Private Cardiac Institutes an Empirical Investigation. International Journal of Pharmaceutical and Healthcare Marketing, 12(1), 44-60.
  • *Asmaryadi, A., Pasinringi, S. A., Thamrin, Y., & Muis, M. (2020). Influence of Patient Experience and Hospital Image on Patient Loyalty in Meloy Public Hospital of Sangatta, East Kutai Regency. Open Access Macedonian Journal of Medical Sciences, 8(2), 147- 151.
  • Bankaoğlu, E. (2013). Hasta Memnuniyetinin Kurumsal İmaj Üzerindeki Etkisi: Antalya Eğitim ve Araştırma Hastanesi Üzerine Bir Araştırma. Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü Yüksek Lisans Tezi.
  • Begg, C. B., & Mazumdar, M. (1994). Operating Characteristics of a Rank Correlation Test for Publication Bias. Biometrics, 50(4),1088-1101.
  • Benligül, E. M., Bektaş, M., & Arslan, G. (2022). Meta-Analizi Anlamak ve Yorumlamak: Hemşireler İçin Öneriler. Dokuz Eylül Üniversitesi Hemşirelik Fakültesi Elektronik Dergisi, 15(1), 74-86.
  • *Biçer, D. F. (2020). Marka İmajı ile Algılanan Kalite, Memnuniyet ve Bağlılık İlişkisinin Yapısal Eşitlik Modeliyle İncelenmesi: Bir Hizmet İşletmesi Örneği. Turkish Journal of Marketing, 5(2), 158-178.
  • *Cham, T. H., Yet Mee, L., & Nai-Chiek, A. (2014). A Study of Brand Image, Perceived Service Quality, Patient Satisfaction and Behavioral Intention Among the Medical Tourists. Global Journal of Business and Social Science Review, 2(2), 32-43.
  • Cohen, J. (1992). A Power Primer. Psychological Bulletin, 112(1), 155-159.
  • *Diputri, D. R., & Yusuf, A. (2019). The Effect of Service Quality and Hospital Image on Patient Satisfaction (Survey on Outpatients at Saraswati Cikampek General Hospital). Manajemen Bisnis, 9(2), 168-175.
  • Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., Kesici, T., Kırmızıgül, Ş., Üzel, S., & Kubat, C. (2008). Hasta Memnunı̇yetinin Hasta Bağlılığı Üzerı̇ne Etkı̇sı̇. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31, 95-110.
  • Fong, C., & Goh, Y. (2021). Why Brand Equity is so Important for Private Healthcare? View from an Emerging Market. International Journal of Healthcare Management, 14(4), 1198-1205.
  • Gedik, A., & Üstüner, M. (2017). Eğitim Örgütlerinde Örgütsel Bağlılık ve İş Doyumu İlişkisi: Bir Meta Analiz Çalışması. E-Uluslararası Eğitim Araştırmaları Dergisi, 8(2), 41-57.
  • Gill, L., & White, L. (2009). A Critical Review of Patient Satisfaction. Leadership in Health Services, 22(1), 8-19.
  • Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The Relationship between Customer Satisfaction and Loyalty : Cross-Industry Differences. Total Quality Management, 11(4/5&6), 509-515.
  • *Haque, R., Rahman, A., & Kow, A. P. A. (2020). Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China. Asian Journal of Technology & Management Research, 10(1), 101-115. Hawrysz, L., Gierszewska, G., & Bitkowska, A. (2021). The Research on Patient Satisfaction with Remote Healthcare Prior to and during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health, 18(10), 1-14.
  • *Hosseini, S. H. K., & Behboudi, L. (2017). Brand Trust and Image: Effects on Customer Satisfaction. International Journal of Health Care Quality Assurance, 30(7), 580-590.
  • *Hoşgör, H., & Cengiz, E. (2020). İlişkisel Pazarlama Stratejileri, İlişkisel Kalite Unsurları ve Davranışsal Niyetler Arasındaki İlişkilerin İncelenmesi. Hacettepe Sağlık İdaresi Dergisi, 23(3), 465-484. *Hoşgör, H., Memiş, K., Gündüz Hoşgör, D. & Koç Tütüncü, S. (2017). Kurumsal Hastane İmajı, Algılanan Fiyat Uygunluğu, Hasta Tatmini ve Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeliyle İncelenmesi. International Journal of Academic Value Studies, 3(16), 439-453.
  • Huang, C., & Lai, C. (2021). Effects of Internal Branding Management in a Hospital Context. The Service Industries Journal, 41(15-16), 985-1006. *İzci, F., & Saydan, R. (2013). Algılanan Hizmet Kalitesi Kurumsal İmaj ve Sadakat İlişkisi (Van Bölge Hastanesi Uygulaması). Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 14(1), 199-219.
  • *Juhana, D., Manik, E., Febrinella, C., & Sidharta, I. (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), 4305-4326.
  • Keller, K. L. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity. Journal of Marketing, 57(1), 1-22.
  • Landis, J. R., Koch, G. G. (1977). The Measurement of Observer Agreement for Categorical Data. Biometrics, 33, 159-174.
  • Macstravic, R. S. (1990). The End of Health Care Marketing?. Health Marketing Quarterly, 7(1/2), 3-12. Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & PRISMA Group. (2009). Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement. Annals of Internal Medicine, 151(4), 264-269.
  • Ng, J. H. Y., & Luk, B. H. K. (2019). Patient Satisfaction: Concept Analysis in the Healthcare Context. Patient Education and Counseling, 102(4), 790-796.
  • *Novella, S., Polla, J. R., Dharma, O. M., & Walia, P. (2018). The Influence of Service Quality, Perceived Value and Corporate Image Toward Inpatient Satisfaction on Private Hospital. Social Economics and Ecology International Journal, 2(1), 9-17.
  • Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63, 33-44.
  • Palamutçuoğlu, B. T., Çavuşoğlu, S., & Terzi Palamutçuoğlu, A. (2016). Örgütsel Adalet ile İş Tatmini Arasındaki İlişkiye Meta Analitik (Meta Analitical) Bir Yaklaşım. Alanya İşletme Fakültesi Dergisi, 8(2), 203-216.
  • Paul, J., & Barari, M. (2022). Meta‐Analysis and Traditional Systematic Literature Reviews— What, Why, When, Where, and How?. Psychology & Marketing, 39(6), 1099-1115.
  • Porter, M. E. (1985). Competitive Advantage. New York, Free Press.
  • Rosenthal, R. (1979). The File Drawer Problem and Tolerance for Null Results. Psychological Bulletin, 86(3), 638-641.
  • *Solayappan, A., & Jayakrishnan, J. (2010). Key Determinants of Brand-Customer Relationship in Hospital Industry. Petroleum-Gas University of Ploiesti Bulletin, Economic Sciences Series, 62(4), 119-128.
  • Söyler, S. (2018). Sağlık Çalışanlarının Maruz Kaldıkları İş Stresi ile İş Doyumu İlişkisinin İncelenmesi: Bir Meta-Analiz Çalışması. Online Türk Sağlık Bilimleri Dergisi, 3(4), 190- 205.
  • *Sukawati, T. G. R. (2021). Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation. Journal: JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 10(2), 120-127.
  • *Şener, H. Y. (2014). Improving Patient Satisfaction in Health Services: An Application at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital. European Journal of Business and Management, 6(30), 172-181.
  • *Tosyalı, H., Sütcü, C. S., & Tosyalı, F. (2019). Patient Loyalty in the HospitalPatient Relationship: The Mediating Role of Social Media. Erciyes İletişim Dergisi, 6(1), 783-804.
  • *Vimla, & Taneja, U. (2020). Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction. Journal of Health Management, 22(3), 430- 445.
  • *Wu, C. C. (2011). The Impact of Hospital Brand Image on Service Quality, Patient Satisfaction and Loyalty. African Journal of Business Management, 5(12), 4873-4882.
  • Zhang, Y. (2015). The Impact of Brand Image on Consumer Behavior: A Literature Review. Open Journal of Business and Management, 3(1), 58-62.
  • *Zor, M. G., & Biçer, D. F. (2020). Hastaların Sağlık Kuruluşu Tercihlerinde Marka İmajının Etkisi. Business & Management Studies: An International Journal, 8(3), 3655-3689.

RELATIONSHIP BETWEEN PATIENT SATISFACTION AND HOSPITAL BRAND IMAGE: A META-ANALYTIC STUDY

Year 2022, Volume: 7 Issue: 2, 171 - 185, 27.07.2022

Abstract

Aim: In this meta-analytic study, the relationship between satisfaction and brand image variables was
investigated from the perspectives of patients and hospitals.
Methods: After our review of the literature which covered 2010 and 2021, 19 studies that met the inclusion
criteria were analyzed with the meta-analysis method. The Comprehensive Meta-Analysis package program
was used in the analysis of the data.
Results: The sample consisted of 6,038 studies on the subject. It was determined that 100% of the studies
were published as articles, 68.4% were in English, 31.6% were published between 2010 and 2015, and
68.4% were published between 2016 and 2021. According to the random effect model, a statistically
significant, positive, and strong relationship (r: ~0.50) was determined between patient satisfaction and
hospital brand image variables.
Conclusion: According to the results of the research, a positive and strong relationship was found between
patient satisfaction and hospital brand image. In this context, it can be recommended that hospital
administrators who want their hospitals' brand image to be perceived by health service recipients as high
should attach more importance to patient satisfaction.

References

  • Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. New York, Free Press, 411-423.
  • Afrashtehfar, K. I., Assery, M. K. A., & Bryant, S. R. (2020). Patient Satisfaction in Medicine and Dentistry. International Journal of Dentistry, 2020, 1-10.
  • Altaf, M., Tabassum, N., & Mokhtar, S. S. B. (2018). Brand Equity and the Role of Emergency Medical Care Service Quality of Private Cardiac Institutes an Empirical Investigation. International Journal of Pharmaceutical and Healthcare Marketing, 12(1), 44-60.
  • *Asmaryadi, A., Pasinringi, S. A., Thamrin, Y., & Muis, M. (2020). Influence of Patient Experience and Hospital Image on Patient Loyalty in Meloy Public Hospital of Sangatta, East Kutai Regency. Open Access Macedonian Journal of Medical Sciences, 8(2), 147- 151.
  • Bankaoğlu, E. (2013). Hasta Memnuniyetinin Kurumsal İmaj Üzerindeki Etkisi: Antalya Eğitim ve Araştırma Hastanesi Üzerine Bir Araştırma. Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü Yüksek Lisans Tezi.
  • Begg, C. B., & Mazumdar, M. (1994). Operating Characteristics of a Rank Correlation Test for Publication Bias. Biometrics, 50(4),1088-1101.
  • Benligül, E. M., Bektaş, M., & Arslan, G. (2022). Meta-Analizi Anlamak ve Yorumlamak: Hemşireler İçin Öneriler. Dokuz Eylül Üniversitesi Hemşirelik Fakültesi Elektronik Dergisi, 15(1), 74-86.
  • *Biçer, D. F. (2020). Marka İmajı ile Algılanan Kalite, Memnuniyet ve Bağlılık İlişkisinin Yapısal Eşitlik Modeliyle İncelenmesi: Bir Hizmet İşletmesi Örneği. Turkish Journal of Marketing, 5(2), 158-178.
  • *Cham, T. H., Yet Mee, L., & Nai-Chiek, A. (2014). A Study of Brand Image, Perceived Service Quality, Patient Satisfaction and Behavioral Intention Among the Medical Tourists. Global Journal of Business and Social Science Review, 2(2), 32-43.
  • Cohen, J. (1992). A Power Primer. Psychological Bulletin, 112(1), 155-159.
  • *Diputri, D. R., & Yusuf, A. (2019). The Effect of Service Quality and Hospital Image on Patient Satisfaction (Survey on Outpatients at Saraswati Cikampek General Hospital). Manajemen Bisnis, 9(2), 168-175.
  • Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., Kesici, T., Kırmızıgül, Ş., Üzel, S., & Kubat, C. (2008). Hasta Memnunı̇yetinin Hasta Bağlılığı Üzerı̇ne Etkı̇sı̇. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31, 95-110.
  • Fong, C., & Goh, Y. (2021). Why Brand Equity is so Important for Private Healthcare? View from an Emerging Market. International Journal of Healthcare Management, 14(4), 1198-1205.
  • Gedik, A., & Üstüner, M. (2017). Eğitim Örgütlerinde Örgütsel Bağlılık ve İş Doyumu İlişkisi: Bir Meta Analiz Çalışması. E-Uluslararası Eğitim Araştırmaları Dergisi, 8(2), 41-57.
  • Gill, L., & White, L. (2009). A Critical Review of Patient Satisfaction. Leadership in Health Services, 22(1), 8-19.
  • Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The Relationship between Customer Satisfaction and Loyalty : Cross-Industry Differences. Total Quality Management, 11(4/5&6), 509-515.
  • *Haque, R., Rahman, A., & Kow, A. P. A. (2020). Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China. Asian Journal of Technology & Management Research, 10(1), 101-115. Hawrysz, L., Gierszewska, G., & Bitkowska, A. (2021). The Research on Patient Satisfaction with Remote Healthcare Prior to and during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health, 18(10), 1-14.
  • *Hosseini, S. H. K., & Behboudi, L. (2017). Brand Trust and Image: Effects on Customer Satisfaction. International Journal of Health Care Quality Assurance, 30(7), 580-590.
  • *Hoşgör, H., & Cengiz, E. (2020). İlişkisel Pazarlama Stratejileri, İlişkisel Kalite Unsurları ve Davranışsal Niyetler Arasındaki İlişkilerin İncelenmesi. Hacettepe Sağlık İdaresi Dergisi, 23(3), 465-484. *Hoşgör, H., Memiş, K., Gündüz Hoşgör, D. & Koç Tütüncü, S. (2017). Kurumsal Hastane İmajı, Algılanan Fiyat Uygunluğu, Hasta Tatmini ve Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeliyle İncelenmesi. International Journal of Academic Value Studies, 3(16), 439-453.
  • Huang, C., & Lai, C. (2021). Effects of Internal Branding Management in a Hospital Context. The Service Industries Journal, 41(15-16), 985-1006. *İzci, F., & Saydan, R. (2013). Algılanan Hizmet Kalitesi Kurumsal İmaj ve Sadakat İlişkisi (Van Bölge Hastanesi Uygulaması). Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 14(1), 199-219.
  • *Juhana, D., Manik, E., Febrinella, C., & Sidharta, I. (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), 4305-4326.
  • Keller, K. L. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity. Journal of Marketing, 57(1), 1-22.
  • Landis, J. R., Koch, G. G. (1977). The Measurement of Observer Agreement for Categorical Data. Biometrics, 33, 159-174.
  • Macstravic, R. S. (1990). The End of Health Care Marketing?. Health Marketing Quarterly, 7(1/2), 3-12. Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & PRISMA Group. (2009). Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement. Annals of Internal Medicine, 151(4), 264-269.
  • Ng, J. H. Y., & Luk, B. H. K. (2019). Patient Satisfaction: Concept Analysis in the Healthcare Context. Patient Education and Counseling, 102(4), 790-796.
  • *Novella, S., Polla, J. R., Dharma, O. M., & Walia, P. (2018). The Influence of Service Quality, Perceived Value and Corporate Image Toward Inpatient Satisfaction on Private Hospital. Social Economics and Ecology International Journal, 2(1), 9-17.
  • Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63, 33-44.
  • Palamutçuoğlu, B. T., Çavuşoğlu, S., & Terzi Palamutçuoğlu, A. (2016). Örgütsel Adalet ile İş Tatmini Arasındaki İlişkiye Meta Analitik (Meta Analitical) Bir Yaklaşım. Alanya İşletme Fakültesi Dergisi, 8(2), 203-216.
  • Paul, J., & Barari, M. (2022). Meta‐Analysis and Traditional Systematic Literature Reviews— What, Why, When, Where, and How?. Psychology & Marketing, 39(6), 1099-1115.
  • Porter, M. E. (1985). Competitive Advantage. New York, Free Press.
  • Rosenthal, R. (1979). The File Drawer Problem and Tolerance for Null Results. Psychological Bulletin, 86(3), 638-641.
  • *Solayappan, A., & Jayakrishnan, J. (2010). Key Determinants of Brand-Customer Relationship in Hospital Industry. Petroleum-Gas University of Ploiesti Bulletin, Economic Sciences Series, 62(4), 119-128.
  • Söyler, S. (2018). Sağlık Çalışanlarının Maruz Kaldıkları İş Stresi ile İş Doyumu İlişkisinin İncelenmesi: Bir Meta-Analiz Çalışması. Online Türk Sağlık Bilimleri Dergisi, 3(4), 190- 205.
  • *Sukawati, T. G. R. (2021). Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation. Journal: JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 10(2), 120-127.
  • *Şener, H. Y. (2014). Improving Patient Satisfaction in Health Services: An Application at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital. European Journal of Business and Management, 6(30), 172-181.
  • *Tosyalı, H., Sütcü, C. S., & Tosyalı, F. (2019). Patient Loyalty in the HospitalPatient Relationship: The Mediating Role of Social Media. Erciyes İletişim Dergisi, 6(1), 783-804.
  • *Vimla, & Taneja, U. (2020). Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction. Journal of Health Management, 22(3), 430- 445.
  • *Wu, C. C. (2011). The Impact of Hospital Brand Image on Service Quality, Patient Satisfaction and Loyalty. African Journal of Business Management, 5(12), 4873-4882.
  • Zhang, Y. (2015). The Impact of Brand Image on Consumer Behavior: A Literature Review. Open Journal of Business and Management, 3(1), 58-62.
  • *Zor, M. G., & Biçer, D. F. (2020). Hastaların Sağlık Kuruluşu Tercihlerinde Marka İmajının Etkisi. Business & Management Studies: An International Journal, 8(3), 3655-3689.
There are 40 citations in total.

Details

Primary Language English
Journal Section Makaleler
Authors

Haydar Hoşgör This is me 0000-0002-1174-1184

Ekrem Sevim This is me 0000-0003-0697-5899

Publication Date July 27, 2022
Submission Date May 29, 2022
Acceptance Date July 25, 2022
Published in Issue Year 2022 Volume: 7 Issue: 2

Cite

APA Hoşgör, H., & Sevim, E. (2022). RELATIONSHIP BETWEEN PATIENT SATISFACTION AND HOSPITAL BRAND IMAGE: A META-ANALYTIC STUDY. International Journal of Health Management and Tourism, 7(2), 171-185.