The Impact of Patient Satisfaction on Patient Commitment and the Mediating Role of Patient Trust


Journal of Patient Experience, vol.7, no.6, pp.1642-1647, 2020 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 7 Issue: 6
  • Publication Date: 2020
  • Doi Number: 10.1177/2374373520967807
  • Journal Name: Journal of Patient Experience
  • Journal Indexes: Emerging Sources Citation Index (ESCI)
  • Page Numbers: pp.1642-1647
  • Keywords: patient satisfaction, patient commitment, patient trust, quantitative methods, SERVICE QUALITY, HEALTH-CARE, LOYALTY, HOSPITALS
  • Yozgat Bozok University Affiliated: No


The purpose of this study is to determine the effect of patient satisfaction on patient commitment and the mediating role of patient trust in this effect. The study was conducted with 595 patients receiving healthcare services from the city center of Sakarya in Turkey. The data were collected between March 30, 2017, and May 29, 2017, via questionnaire method. The Patient Satisfaction Scale by Chang et al, the Patient Commitment Scale by Torres et al, the Patient Trust Scale by Ozawa, and an Introductory Information Form were used as the data collection tools in the study. Descriptive statistical methods, exploratory factor analysis, reliability analysis, correlation analysis, and Model 4 within the Process Macro regression analysis for SPSS developed by Hayes in order to determine the mediating role were used for the data analysis. The analyses were made at a 95% confidence interval, and the variables of patient satisfaction, patient trust, and patient commitment have a strong positive correlation. The result of this study demonstrated that patient satisfaction affects patient trust and patient commitment. Another outcome of this study is that there is a mediating effect of patient trust in the impact of patient satisfaction on patient commitment. In conclusion, these related concepts might influence the beliefs and behavior of the patient concerning the healthcare institution in question or the services that they have received.