The association between perceived value and patient loyalty in public university hospitals in Turkey

ÖZER L., BAŞGÖZE P., Karahan A.

TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, vol.28, pp.782-800, 2017 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 28
  • Publication Date: 2017
  • Doi Number: 10.1080/14783363.2015.1124723
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.782-800
  • Keywords: medical industry, perceived value, patient satisfaction, patient loyalty, BUSINESS-TO-BUSINESS, CUSTOMER SATISFACTION, SERVICE QUALITY, BEHAVIORAL INTENTIONS, MODEL, IMPACT, SCALE, PRICE
  • Hacettepe University Affiliated: Yes


The aim of the study is to test the multi-dimensionality of perceived value in hospitals and to examine the direct or indirect relations between perceived value, patient satisfaction and patient loyalty in university hospitals in Turkey. In line with this objective, perceived value was assumed as a multidimensional structure and this structure was tested within the scope of the study. In order to achieve the aimed objectives in the study, a research model was tested on the data gathered from patients who received health services from a public university hospital in Ankara. According to our findings, all dimensions have significant effects on perceived value of patients in healthcare services. However, service quality, emotional value and professionalism have relatively more effects. Furthermore, it was determined that perceived value affected patient loyalty both directly and indirectly through customer satisfaction. Contributions of the study were discussed.