Analyzing the Impact of Patient Experience and the Hospital ‘Image’ on Patient Satisfaction and Patient Loyalty in Healthcare Organizations in the United Arab Emirates
DOI:
https://doi.org/10.70301/Keywords:
Patient Experience, Hospital Image, Patient Satisfaction, Patient LoyaltyAbstract
The global healthcare sector is widely recognized as one of the most dynamic and innovative industries, experiencing rapid evolution and growth within the global economy. Similar products or services targeting a specific patient demographic foster a competitive environment across various industries, including the healthcare sector. The industry's primary focus is on providing medical services to individuals seeking healthcare. The research objectives for the current study are to assess service quality, commitment, switching costs, and available alternatives that influence patient experience in healthcare organizations in the UAE, and to determine the relationship between patient experience and hospital image in relation to patient satisfaction in these organizations. The researcher recommends testing the influence of service quality, commitment, switching costs, and available alternatives on patient experience in healthcare organizations in the UAE, either qualitatively or quantitatively. The researcher also recommends testing the relationship between patient experience, hospital image, and patient satisfaction, as well as patient loyalty, in healthcare organizations in the UAE. Focusing on quality healthcare, trust, and a good reputation enables hospitals to retain patients and reduce the likelihood of patients switching to other organizations, thus improving the chances of long-term viability in a competitive healthcare market. These aspects, in turn, lead to positive health results and strengthen the UAE’s vision of providing exemplary healthcare services to the world.
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