The Impact of Hospital Reputation on Patient Loyalty Mediated by Patient Satisfaction

Abstract

This study examined the impact of Hospital reputation on patients’ loyalty and the mediating role of patients’ satisfaction in Jordanian public hospitals. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings show that Hospital reputation has a positive direct effect on patients’ loyalty, and patients’ satisfaction mediated the relationship between Hospital reputation and patients’ loyalty. The study recommends that Public hospitals should provide services as advertised on TV, magazines and the Internet, so that patients can build the image for hospital. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.