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