Patient loyalty to health services: The role of communication skills and cognitive trust. (2nd October 2021)

• Record Type: Journal Article
• Authors: Lee, Changjoon
• Is Part Of: International journal of healthcare management. Volume 14:Number 4(2021)
• Page Start: 1254
• Page End: 1264
• Publication Date: 2021-10-02
• Subjects: communication skills -- cognitive trust -- continuous usage intention -- healthcare; Health services administration -- Periodicals; Medical care -- Marketing -- Periodicals; 362.1068
• DOI: 10.1080/20479700.2020.1756111
• Languages: English
• ISSNs: 2047-9700

Abstract

ABSTRACT: This study holistically examined the effects of healthcare providers' or physicians' communication skills on their patients' continuous usage intention, which may influence the perception of a patient's cognitive trust. A total of 1, 300 questionnaires were distributed, of which 253 valid response samples were analyzed. The results showed that a physician's communication skills had a positive effect on a patient's cognitive trust. Furthermore, the patient's cognitive trust was found to have a positive effect on continuous usage intention. This suggests that patients can develop cognitive trust and that the doctor-patient relationship can be consequently maintained, if the doctors listen to their patients and perceive their implicit thoughts and feelings from their behaviors.