ISSN: 2222-6990
Open access
This quantitative study examined the moderating effect of switching costs on the relationship between patient satisfaction and loyalty in private hospitals in Libya. The research objectives shaped the development of research questions addressing key elements of the study. Healthcare Service Quality (HSQ) was assessed using an adapted version of HealthQual, with primary data collected from outpatients at private hospitals in Tripoli, Benghazi, and Misurata. The final sample consisted of 389 respondents. Confirmatory factor analysis (CFA) was performed to validate the measurement model, and hypotheses were tested using multiple regression analysis, hierarchical multiple regression, and Structural Equation Modeling (SEM) through SPSS and SEM software. The results were mixed: two of the three direct relationships were not supported, while one of the two indirect (mediating) relationships was confirmed. The study found a significant moderating effect of switching costs on the link between patient satisfaction and loyalty. This research contributes to the expanding literature on service quality, patient satisfaction, loyalty, and switching costs. It provides valuable insights for healthcare managers, physicians, and administrative staff in Libya's private healthcare sector, supporting better decision-making and strategic planning.
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