Impact of service attributes on customer satisfaction and loyalty in a healthcare context

  • Subash Lonial, P.S. Raju
  • Leadership in Health Services, May 2015, Emerald
  • DOI: 10.1108/lhs-12-2013-0045

Impact of Service Attributes on Customer Satisfaction and Loyalty

What is it about?

This article examines the relationship between the service attributes on patient satisfaction and loyalty in a healthcare context. Data for this study come from the insurance participants of a major HMO and use the evaluation of their hospital based physician (HP). The article examines not only the relationship between Perceived Service Quality (PSQ) based on attributes, Overall Customer Satisfaction (OCS), and Customer Loyalty (CL) but also the role that service attributes play in building Satisfaction and Loyalty.

Why is it important?

This article shows that service attributes can impact customer satisfaction which, in turn, can impact customer loyalty. However, service attributes can also impact customer loyalty directly. This article examines those relationships. It also shows which service attributes contribute most to satisfaction and which ones contribute most to loyalty. Interestingly, many of the attributes that contribute to satisfaction are not the same as the ones that contribute to loyalty.


Professor P.S. Raju
University of Louisville

This article uses real world data from an HMO to examine the impact of service attributes on both patient satisfaction and patient loyalty to their Hospitalist Physician (HP). Based on the results we make some interesting recommendations on how HPs can interact with their patients to build satisfaction and loyalty.

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The following have contributed to this page: Professor P.S. Raju and Professor Subhash C Lonial