Publisher's Synopsis
Through the patient's eyes, the book provides insights into how hospital can become more patient-centered by measuring and improving the experience of care. The book is an attempt to interlink key drivers of marketing of healthcare services, i.e. service quality, trust and patient satisfaction to patient loyalty. The chapters discuss in detail how quality of services and trust of patients in healthcare settings play an important role in developing patient satisfaction and patient loyalty, and are strategically relevant for healthcare services. An increasing trust, service quality and satisfaction level of the patients will be more important for improving the outcomes in healthcare settings. The book also includes statistical diagrams, flow charts and tables.
