Iranian Red Crescent Medical Journal

Published by: Kowsar

The Effect of Hospital Service Quality on Patient's Trust

Ehsan Zarei 1 , Abbas Daneshkohan 1 , Roghayeh Khabiri 2 and Mohammad Arab 3 , *
Authors Information
1 Department of Public Health, Shahid Beheshti University of Medical Sciences, Tehran, IR Iran
2 National Institute of Health Research, Tehran University of Medical Sciences, Tehran, IR Iran
3 Department of Health Management and Economics, Tehran University of Medical sciences, Tehran, IR Iran
Article information
  • Iranian Red Crescent Medical Journal: January 01, 2015, 17 (1); e17505
  • Published Online: December 25, 2014
  • Article Type: Research Article
  • Received: January 10, 2014
  • Revised: June 18, 2014
  • Accepted: August 10, 2014
  • DOI: 10.5812/ircmj.17505

To Cite: Zarei E, Daneshkohan A, Khabiri R, Arab M. The Effect of Hospital Service Quality on Patient's Trust, Iran Red Crescent Med J. 2015 ; 17(1):e17505. doi: 10.5812/ircmj.17505.

Copyright © 2014, Iranian Red Crescent Medical Journal. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License ( which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.
1. Background
2. Objectives
3. Patients and Methods
4. Results
5. Discussion
  • 1. Deng Z, Lu Y, Wei KK, Zhang J. Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. Int J Inf Manag. 2010; 30(4): 289-300[DOI]
  • 2. Akbar MM, Parvez N. Impact of service quality, trust, and customer satisfaction on customer loyalty. ABAC J. 2009; 29(1): 24-38
  • 3. Platonova EA, Kennedy KN, Shewchuk RM. Understanding patient satisfaction, trust, and loyalty to primary care physicians. Med Care Res Rev. 2008; 65(6): 696-712[DOI][PubMed]
  • 4. Naoui FB, Zaiem I. The impact of relationship quality on client's loyalty: An application in the parapharmaceutical industry. Int J Pharm Healthc Marketing. 2010; 4(2): 137-56
  • 5. Moliner MA. Loyalty, perceived value and relationship quality in healthcare services. J Serv Manag. 2009; 20(1): 76-97[DOI]
  • 6. Dugan E, Trachtenberg F, Hall MA. Development of abbreviated measures to assess patient trust in a physician, a health insurer, and the medical profession. BMC Health Serv Res. 2005; 5: 64[DOI][PubMed]
  • 7. Ozawa S, Sripad P. How do you measure trust in the health system? A systematic review of the literature. Soc Sci Med. 2013; 91: 10-4[DOI][PubMed]
  • 8. Trachtenberg F, Dugan E, Hall MA. How patients' trust relates to their involvement in medical care. J Fam Pract. 2005; 54(4): 344-52[PubMed]
  • 9. Chang CS, Chen SY, Lan YT. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Serv Res. 2013; 13: 22[DOI][PubMed]
  • 10. Arora NK, Gustafson DH. Perceived helpfulness of physicians' communication behavior and breast cancer patients' level of trust over time. J Gen Intern Med. 2009; 24(2): 252-5[DOI][PubMed]
  • 11. Alrubaiee L, Alkaa'ida F. The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality–Patient Trust Relationship. Int J Marketing Stud. 2011; 3(1): 103-27[DOI]
  • 12. Caceres RC, Paparoidamis NG. Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. Eur J Marketing. 2007; 41(7): 836-67[DOI]
  • 13. Liu CT, Guo YM, Lee CH. The effects of relationship quality and switching barriers on customer loyalty. Int J Inf Manag. 2011; 31(1): 71-9[DOI]
  • 14. Singh J, Sirdeshmukh D. Agency and trust mechanisms in consumer satisfaction and loyalty judgments. J Acad Marketing Sci. 2000; 28(1): 150-67
  • 15. Roostika R. The Effect of Perceived Service Quality and Trust on Loyalty: Customer’s Perspectives on Mobile Internet Adoption. Int J Innov Manag Technol. 2011; 2(4): 286-91
  • 16. Tarrant C, Stokes T, Baker R. Factors associated with patients' trust in their general practitioner: a cross-sectional survey. Br J Gen Pract. 2003; 53(495): 798-800[PubMed]
  • 17. Jen W, Tu R, Lu T. Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers. Transp. 2011; 38(2): 321-42
  • 18. Cronin Jr JJ, Taylor SA. SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. J Marketing. 1994; : 125-31[DOI]
  • 19. Cohen J. Statistical power analysis for the behavioral sciences. 1988;
  • 20. Bakar C, Akgun HS, Al Assaf AF. The role of expectations in patients' hospital assessments: a Turkish university hospital example. Int J Health Care Qual Assur. 2008; 21(5): 503-16[PubMed]
  • 21. Da Costa D, Clarke AE, Dobkin PL, Senecal JL, Fortin PR, Danoff DS, et al. The relationship between health status, social support and satisfaction with medical care among patients with systemic lupus erythematosus. Int J Qual Health Care. 1999; 11(3): 201-7[PubMed]
  • 22. Rahmqvist M. Patient satisfaction in relation to age, health status and other background factors: a model for comparisons of care units. Int J Qual Health Care. 2001; 13(5): 385-90[PubMed]
Creative Commons License Except where otherwise noted, this work is licensed under Creative Commons Attribution Non Commercial 4.0 International License .

Search Relations:



Create Citiation Alert
via Google Reader

Readers' Comments