IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v19y2022i5p2773-d760065.html
   My bibliography  Save this article

Digitized Prenatal Newsletter: Impact on Obstetric Patient Satisfaction and Loyalty

Author

Listed:
  • María Caballero-Galilea

    (Department of Nursing and Nutrition, Faculty of Biomedical and Health Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Esther Martínez-Miguel

    (Department of Nursing and Nutrition, Faculty of Biomedical and Health Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Juan Carlos Fernández Gonzalo

    (Department of Nursing and Nutrition, Faculty of Biomedical and Health Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Ricardo Saiz de la Cuesta Abbad

    (Departament of Gynecology and Obstetrics, Hospital Universitario Quirónsalud Madrid, 28223 Madrid, Spain
    Department of Medicine, Faculty of Biomedical and Health Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Margarita Rubio Alonso

    (Department of Medicine, Faculty of Biomedical and Health Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

Abstract

The high demand for health information from pregnant women has encouraged the creation of an informative program through a weekly digital newsletter. The objective of this study is to evaluate its quality as a digital communication medium, in terms of satisfaction and loyalty to the pregnancy follow-up and delivery service. A cross-sectional, prospective study was carried out, surveying 179 patients by means of an online self-referral questionnaire including variables related to humanization, information needs, perceived accompaniment and satisfaction, as well as factors related to its influence on their decision to remain loyal to the center. A total of 81.2% of the participants showed high levels of satisfaction with the program. Satisfaction among nulliparous patients was significantly lower in several aspects. The resolution of doubts and the perception of peace of mind following the information received was positive for 54.8%. Of the patients in the program, 88.8% finally remained at the center, showing a strong influence of the program on their decision (mean value 75 on 1 to 100 scale). A weekly digital newsletter with specific information reduced the demand for information from pregnant women, generating high levels of satisfaction and positively influencing the decision to remain loyal to the Center.

Suggested Citation

  • María Caballero-Galilea & Esther Martínez-Miguel & Juan Carlos Fernández Gonzalo & Ricardo Saiz de la Cuesta Abbad & Margarita Rubio Alonso, 2022. "Digitized Prenatal Newsletter: Impact on Obstetric Patient Satisfaction and Loyalty," IJERPH, MDPI, vol. 19(5), pages 1-15, February.
  • Handle: RePEc:gam:jijerp:v:19:y:2022:i:5:p:2773-:d:760065
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/19/5/2773/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/1660-4601/19/5/2773/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sara Esteban-Gonzalo & María Caballero-Galilea & Juan Luis González-Pascual & Miguel Álvaro-Navidad & Laura Esteban-Gonzalo, 2021. "Anxiety and Worries among Pregnant Women during the COVID-19 Pandemic: A Multilevel Analysis," IJERPH, MDPI, vol. 18(13), pages 1-15, June.
    2. Bodet, Guillaume, 2008. "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 156-162.
    3. Herni Justiana Astuti & Keisuke Nagase, 2014. "Patient Loyalty To Healthcare Organizations: Relationship Marketing And Satisfaction," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 7(2), pages 39-56.
    4. Deborah Lupton, 2017. "‘It Just Gives Me a Bit of Peace of Mind’: Australian Women’s Use of Digital Media for Pregnancy and Early Motherhood," Societies, MDPI, vol. 7(3), pages 1-13, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    2. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    3. Santos, Eleonora & Khan, Shahed, 2018. "Patients' Satisfaction with the NHS: A Novel Indicator for Portugal," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(1), pages 12-17.
    4. Marius Craina & Daniela Iacob & Mirabela Dima & Sandor Bernad & Carmen Silaghi & Andreea Moza & Manuela Pantea & Adrian Gluhovschi & Elena Bernad, 2022. "Clinical, Laboratory, and Imaging Findings of Pregnant Women with Possible Vertical Transmission of SARS-CoV-2—Case Series," IJERPH, MDPI, vol. 19(17), pages 1-11, September.
    5. Meyske A. Rahantoknam & Meyske A. Rahantoknam & Wellem A. Teniwut & Anna M. Ngabalin, 2017. "Loyalty or Inertia? Customer Perspective on Traditional Micro-retailing of Fisheries Commodities in Small Islands Coastal Area," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 137-144.
    6. Mackintosh, Nicola & Gong, Qian (Sarah) & Hadjiconstantinou, Michelle & Verdezoto, Nervo, 2021. "Digital mediation of candidacy in maternity care: Managing boundaries between physiology and pathology," Social Science & Medicine, Elsevier, vol. 285(C).
    7. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    8. Amitabha Ghose & Bibhas Chandra, 2020. "Models for Predicting Sustainable Durable Products Consumption Behaviour: A Review Article," Vision, , vol. 24(1), pages 81-89, March.
    9. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    10. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    11. Mohammad Anisur Rahman & Xu Qi & Abu Naser Mohammad Saif & Ismail Bin Ibrahim & Rabeya Sultana, 2017. "Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1301195-130, January.
    12. Göbl, Martin & Klaus, Markus, 2014. "Bridging the Service Gap - Business Process Redesign & Information Technology as Multidimensional Success Driver for Logistics Service Providers," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 3, pages 104-124.
    13. Ankur Kapoor & Dheeraj Sharma, 2016. "Meta-Analysis for Online Retail Performance," Working Papers id:10961, eSocialSciences.
    14. Matias Bronnenmayer & Bernd Wirtz & Vincent Göttel, 2016. "Success factors of management consulting," Review of Managerial Science, Springer, vol. 10(1), pages 1-34, January.
    15. Gholamreza Barshan & Alireza Elahi & Najaf Aghaei, 2017. "Impact of Service Quality on Satisfaction, Loyalty and Intention to Revisit of Sport Customers: The Case Study of Swimming Pools in Alborz Province," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 334-339.
    16. Chijioke Nwachukwu & Pavel Žufan, 2017. "Influence of Customer Focused Mission Statement on Customer Satisfaction," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 65(3), pages 1031-1038.
    17. Cambra-Fierro, Jesús & Pérez, Lourdes & Grott, Emily, 2017. "“Towards a co-creation framework in the retail banking services industry: Do demographics influence?â€," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 219-228.
    18. Kapoor, Ankur & Sharma, Dheeraj, 2016. "Meta-Analysis for Online Retail Performance," IIMA Working Papers WP2016-03-45, Indian Institute of Management Ahmedabad, Research and Publication Department.
    19. Alexandru Mircea NEDELEA & Borak Ali & Mohammed ALAMGIR, 2017. "Factors Behind Destination Loyalty - A Study on Tourism Destination," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 23(23), pages 1-7, June.
    20. Ranghchian, Maryam & Sehat, Shima & Akhgari, Mehdi & Mehralian, Gholamhossein, 2018. "Performance model of community pharmacies in low-middle income countries: A societal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 241-248.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:19:y:2022:i:5:p:2773-:d:760065. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.