Department of Food Market and Consumer Research, Institute of Human Nutrition Sciences, Warsaw University of Life Sciences (WULS), Str. Nowoursynowska 166, 02-787 Warsaw, Poland.
Int J Environ Res Public Health. 2022 Jul 25;19(15):9026. doi: 10.3390/ijerph19159026.
The purpose of this study was to analyze consumer or patient determinants of hospital brand equity (HBE) based on the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) Statement. A search of six databases: Scopus, Web of Sciences, PubMed, Google Scholar, Ebsco, and Elsevier was conducted. A search for studies published up to January 2022 was performed between 15 February and 5 March 2022. Article type, peer-reviewed papers, and studies based on empirical research were used as inclusion criteria. Non-English language papers, dissertations, short reports, works in progress, conference publications, and book chapters were excluded. As a result, a final set of 32 studies were selected for the analysis. Three research questions were formulated on the main determinants of HBE, brand-related factors, and specific medical-related factors. The studies included in the systematic literature review were analyzed in three areas: study description, key findings, and practical recommendations. Among the traditional HBE factors, brand loyalty has been analyzed most often, and the following have also been studied: perceived quality, brand associations, brand awareness, and brand image. Patient satisfaction, service quality, perception of the treatment process, and the work of medical staff were found to be specific medical-related factors. Other factors related to the management process, brand, and patients were also identified. It was noted that the number and variety of medical and other determinants of HBE have increased in recent years. The results of this systematic literature review are relevant to the analysis of consumer/patient behavior in choosing a hospital or other health care facility as they provide a deeper understanding of the increasingly differentiated needs of patients and the way in which the quality of health care services is evaluated.
本研究旨在根据《系统评价和荟萃分析报告的首选报告项目》（PRISMA）声明，分析基于消费者或患者的医院品牌权益（HBE）决定因素。对 Scopus、Web of Sciences、PubMed、Google Scholar、Ebsco 和 Elsevier 这六个数据库进行了检索。2022 年 2 月 15 日至 3 月 5 日进行了截至 2022 年 1 月发表的研究搜索。文章类型、同行评审论文以及基于实证研究的研究被用作纳入标准。排除非英语论文、学位论文、简短报告、正在进行的工作、会议出版物和章节书籍。结果，最终选择了 32 项研究进行分析。基于主要 HBE 决定因素、品牌相关因素和特定医疗相关因素，制定了三个研究问题。对系统文献综述中包含的研究进行了分析，主要涉及三个方面：研究描述、主要发现和实际建议。在传统的 HBE 因素中，品牌忠诚度被分析得最为频繁，以下因素也得到了研究：感知质量、品牌联想、品牌知名度和品牌形象。患者满意度、服务质量、对治疗过程的感知以及医务人员的工作被认为是特定的医疗相关因素。还确定了与管理流程、品牌和患者相关的其他因素。值得注意的是，近年来，HBE 的医疗和其他决定因素的数量和种类有所增加。本系统文献综述的结果与对消费者/患者在选择医院或其他医疗保健机构时的行为分析相关，因为它们更深入地了解了患者日益差异化的需求以及评估医疗保健服务质量的方式。
