The effect of corporate social responsibility (CSR) health-care services on patients' satisfaction and loyalty – a case of Bangladesh. Issue 2 (29th May 2019)

• Record Type: Journal Article
• Authors: Hossain, Md. Shamim; Yahya, Sofri B.; Khan, Mohammad Jamal
• Is Part Of: Social responsibility journal. Volume 16:Issue 2(2020)
• Page Start: 145
• Page End: 158
• Publication Date: 2019-05-29
• Subjects: Bangladesh -- Loyalty -- Patient satisfaction -- CSR healthcare practices; Social responsibility of business -- Periodicals; 658.40805
• DOI: 10.1108/SRJ-01-2018-0016
• Languages: English
• ISSNs: 1747-1117

Abstract

Abstract : Purpose: Although research on patient satisfaction and loyalty has grown rapidly, the literature on corporate social responsibility (CSR) health care and patient satisfaction and loyalty is scarce. This paper aims to examine the impact of CSR health care on patient satisfaction and loyalty in Bangladesh. Design/methodology/approach: A quantitative study was performed, and data were collected using purposive sampling among 195 patients who used CSR health-care services from six public and private hospitals in Bangladesh. The data were analysed using structural equation modelling through the partial least square approach. Findings: The study found a significant positive relationship between CSR health-care services and patient satisfaction and between patient satisfaction and loyalty at p < 0.01. Research limitations/implications: The study provides insights into policymakers in the development of Bangladesh health sectors and CSR health-care activities. However, the results might not be generalisable due to the unavailability of a sample frame. Originality/value: The study addresses the lacuna in the literature on CSR health-care practices of hospitals in Bangladesh from the perspective of patient satisfaction and loyalty.