The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh

Abstract

Purpose

Although research on patient satisfaction and loyalty has grown rapidly, the literature on corporate social responsibility (CSR) health care and patient satisfaction and loyalty is scarce. This paper aims to examine the impact of CSR health care on patient satisfaction and loyalty in Bangladesh.

Design/methodology/approach

A quantitative study was performed, and data were collected using purposive sampling among 195 patients who used CSR health-care services from six public and private hospitals in Bangladesh. The data were analysed using structural equation modelling through the partial least square approach.

Findings

The study found a significant positive relationship between CSR health-care services and patient satisfaction and between patient satisfaction and loyalty at p < 0.01.

Research limitations/implications

The study provides insights into policymakers in the development of Bangladesh health sectors and CSR health-care activities. However, the results might not be generalisable due to the unavailability of a sample frame.

Originality/value

The study addresses the lacuna in the literature on CSR health-care practices of hospitals in Bangladesh from the perspective of patient satisfaction and loyalty.

Citation

Hossain, M.S., Yahya, S.B. and Khan, M.J. (2020), "The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh", Social Responsibility Journal, Vol. 16 No. 2, pp. 145-158. https://doi.org/10.1108/SRJ-01-2018-0016