Analyzing how service quality standards improve patient loyalty in healthcare settings, indicating their crucial role.
The article examines various tools and strategies for strengthening trust and satisfaction in healthcare through the implementation of certified quality standards. It identifies two primary directions: personalization and empathy in patient care, as well as standardization and the use of formalized evaluation instruments. Using Scopus and VOSviewer analyses, the study highlights the multidimensional impact of quality standards on patient perception of service quality, staff motivation, transparency, and overall institutional trust. Empirical survey results confirmed that certification significantly enhances patient trust, satisfaction, and long-term loyalty. Additionally, the article reviews leading international standards, outlines common barriers and challenges to their implementation, and presents global case studies emphasizing patient-centered approaches, effective communication, and digital tools as essential elements for comprehensive and sustainable loyalty management in healthcare organizations.
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Rekunenko et al. (2025) studied this question.
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