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Understanding Patient Satisfaction, Trust, and Loyalty to Primary Care Physicians
Elena A. Platonova1*,
Karen Norman Kennedy2,
and
Richard M. Shewchuk2
1 University of North Carolina at Charlotte
2 University of Alabama at Birmingham
* To whom correspondence should be addressed. E-mail: eplatono{at}uncc.edu.
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Abstract |
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The authors developed and empirically tested a model reflecting a system of interrelations among patient loyalty, trust, and satisfaction as they are related to patients’ intentions to stay with a primary care physician (PCP) and recommend the doctor to other people. They used a structural equation modeling approach. The fit statistics indicate a well-fitting model: root mean square error of approximation = .022, goodness-of-fit index = .99, adjusted goodness-of-fit index = .96, and comparative fit index = 1.00. The authors found that patient trust and good interpersonal relationships with the PCP are major predictors of patient satisfaction and loyalty to the physician. Patients need to trust the PCP to be satisfied and loyal to the physician. The authors also found that patient trust, satisfaction, and loyalty are strong and significant predictors of patients’ intentions to stay with the doctor and to recommend the PCP to others.
First published on August 21, 2008, doi:10.1177/1077558708322863
Medical Care Research and Review 2008;65:696.
A more recent version of this article appeared on December 1, 2008
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