Exploring the Relationship between Service Quality of Private Hospitals and Patient Loyalty from the Perspective of Health Service
-
Yubing GUO
,
Ye ZHOU
,
Xin XING
,
Xiaoqin LI
Abstract
Background: With increasing demands for medical treatment and healthcare, private hospitals have enjoyed rapid development, and the quality and satisfaction ratings of their medical services have gradually become hotspot issues. We aimed to investigate the influencing mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty.
Methods: On the basis of improved patient perceived value, service satisfaction, and loyalty scales, a questionnaire survey was conducted among 300 patients in 15 private hospitals in China. The action mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty were verified via SPSS 22.0 and AMOS 20.0 statistical software.
Conclusion: 1) Improving medical service quality is the main path to acquire patient loyalty for private hospitals. 2) When accepting high-quality medical services, patients will think that the cost paid is reasonable, and their satisfaction with private hospitals will consequently increase. 3) As patient satisfaction with private hospitals is elevated to a certain degree, they become increasingly willing to choose these hospitals again and recommend them to others.
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2. Number of national medical and health in-stitutions at the end of September 2018 (2018). National Health Commission.
3. Carol P, Sharon C (2012). Patient loyalty: de-liver services beyond what patients ex-pect. Opt Times.
4. Fornell C, Johnson D, Eugene W (1996). The American customer satisfaction in-dex: Nature, purpose, and findings. J Mark, 60(4) :7-19.
5. Fan L, Gao L, Liu X, et al (2017). Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model. PlOS One, 12(12): e0190123.
6. Yin DD, Liu XD, Chen X, et al (2016). Pa-tients’ Perceptions of nursing service quality: a literature Rev. J Nurs Sci, 31(09):104-07.
7. Wei YL (2018). Empirical Research on the Relationship between Telemedicine Ser-vice Quality and Behavioral Intention Based on Patient Perception. Zhengzhou University.
8. Zhu YZ (2016). The research of the effect of medical staff commitment in public hospitals on patients’ satisfaction. Nan-jing Medical University.
9. Dai SY, Gu XY, Xu AJ (2019). Analysis of the Service Satisfaction of Inpatient and Its Influencing Factors—Based on the Sixth Health Service Survey Data of Jiangsu Province. Health Econo Res, 36(11):41-3.
10. Tan HW, Chen F, Zhang PL, et al (2015). Service Quality and Its Impact on Inpa-tient Satisfaction: An Investigation in Chongqing Private Hospitals. Chin Health Serv Manag, 32(12):896-98.
11. Kim CE, Shin JS, Lee J et al (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complement Altern Med, 17(1): 174.
12. Amor NEHB, Talbi D, Almubrad AN (2018). Impact of Health Service Quality on Patient Loyalty at King Khalid Uni-versity Hospital in Riyadh, Saudi Arabia. Asian J Econo(Business and Accounting), pp. 1-11.
13. Zhang J, Chen TB, Ni P (2016). Study on the impact of hospitalization service quali-ty on patient satisfaction and loyalty. Chin Health Statistics, 33(04):684-86.
14. Kim Y, Kim S, Myoung H, Lee HR (2012). Perceived service quality and its influence on behavioral intention in South Korean public dental hospitals. Asia Pac J Public Health, 24(2): 391-405.
15. Chen Y, Jiang BS, Cheng JL, et al (2012). Patients’ loyalty and the influencing fac-tors of general hospital in Changzhou city. J Nanjing Med Univ (Soc Sci), 12(4):286-90.
16. Tian YK (2018). Patient Perception Dimen-sion Under Mobile Medical Environment and Its Impact on Satisfaction. Fuyang Normal College.
17. Fatima T, Malik SA, Shabbir A (2018). Hos-pital healthcare service quality, patient sat-isfaction and loyalty: An investigation in context of private healthcare systems. Int J Qual Reliab Manag, 35(6):1195-12.
18. Dubey P, Sahu SK (2019). Effect of Service Quality on Perceived Value,Satisfaction and Loyalty of Customers: A Study on Selected Hospitals of Chhattisgarh. Int J Comput Sci and Eng, pp:55-62
19. Dachyar M, Minar IP (2018). Patients’ Loyal-ty Improvement in Public Hospital. MATEC Web Conferences. EDP Sci, 248.03015
20. Ng JHY, Luk BHK (2019). Patient satisfac-tion: Concept analysis in the healthcare context. Patient Educ Couns, 102(4): 790-96.
21. Shabbir A, Alam Malik S, Malik SA (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyal-ty in public and private sector hospitals in Pakistan. Int J Qual Reliab Manag, 33(5): 538-57.
22. Ji YQ (2017). An Empirical Study on the Re-lationship among Medical Service Quality, Inpatient Satisfaction and Loyalty—Taking a Tertiary Referral Center as an Example. Lanzhou University.
23. Huang J, Chen F, Wu XL (2017). Inpatients’ loyalty in private hospital based on the perceived service quality. Mod Prev Med, 44(15):2772-776.
24. Cronin JrJJ, Taylor SA (1992). Measuring service quality: a reexamination and ex-tension. J Mark, 56(3):55-68.
25. Feng ZQ, Duan XM (2008). An Empirical Study on the Relationship among Patient Perceived Value, Satisfaction and Patient Loyalty. Econo Manag, (2):32-5.
26. Zhou YF, Cheng W, Wang Y (2016). Fac-tors that Influence In patient Satisfaction Based on ACSI, ECSI Models. Health Med Res Pract, 13(5):15-8.
27. Wen ZL, Ye BJ (2014). Analyses of Mediat-ing Effects: The Development of Meth-ods and Models. Adv Psychol Sci, 22(05): 731-45.
28. Tang LL, Cheng PJ (2001). The Quality Sur-vey on Medical Service by using KANO Two Dimentional Model. J Chin Inst Ind Eng, 18(2):71-81.
2. Number of national medical and health in-stitutions at the end of September 2018 (2018). National Health Commission.
3. Carol P, Sharon C (2012). Patient loyalty: de-liver services beyond what patients ex-pect. Opt Times.
4. Fornell C, Johnson D, Eugene W (1996). The American customer satisfaction in-dex: Nature, purpose, and findings. J Mark, 60(4) :7-19.
5. Fan L, Gao L, Liu X, et al (2017). Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model. PlOS One, 12(12): e0190123.
6. Yin DD, Liu XD, Chen X, et al (2016). Pa-tients’ Perceptions of nursing service quality: a literature Rev. J Nurs Sci, 31(09):104-07.
7. Wei YL (2018). Empirical Research on the Relationship between Telemedicine Ser-vice Quality and Behavioral Intention Based on Patient Perception. Zhengzhou University.
8. Zhu YZ (2016). The research of the effect of medical staff commitment in public hospitals on patients’ satisfaction. Nan-jing Medical University.
9. Dai SY, Gu XY, Xu AJ (2019). Analysis of the Service Satisfaction of Inpatient and Its Influencing Factors—Based on the Sixth Health Service Survey Data of Jiangsu Province. Health Econo Res, 36(11):41-3.
10. Tan HW, Chen F, Zhang PL, et al (2015). Service Quality and Its Impact on Inpa-tient Satisfaction: An Investigation in Chongqing Private Hospitals. Chin Health Serv Manag, 32(12):896-98.
11. Kim CE, Shin JS, Lee J et al (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complement Altern Med, 17(1): 174.
12. Amor NEHB, Talbi D, Almubrad AN (2018). Impact of Health Service Quality on Patient Loyalty at King Khalid Uni-versity Hospital in Riyadh, Saudi Arabia. Asian J Econo(Business and Accounting), pp. 1-11.
13. Zhang J, Chen TB, Ni P (2016). Study on the impact of hospitalization service quali-ty on patient satisfaction and loyalty. Chin Health Statistics, 33(04):684-86.
14. Kim Y, Kim S, Myoung H, Lee HR (2012). Perceived service quality and its influence on behavioral intention in South Korean public dental hospitals. Asia Pac J Public Health, 24(2): 391-405.
15. Chen Y, Jiang BS, Cheng JL, et al (2012). Patients’ loyalty and the influencing fac-tors of general hospital in Changzhou city. J Nanjing Med Univ (Soc Sci), 12(4):286-90.
16. Tian YK (2018). Patient Perception Dimen-sion Under Mobile Medical Environment and Its Impact on Satisfaction. Fuyang Normal College.
17. Fatima T, Malik SA, Shabbir A (2018). Hos-pital healthcare service quality, patient sat-isfaction and loyalty: An investigation in context of private healthcare systems. Int J Qual Reliab Manag, 35(6):1195-12.
18. Dubey P, Sahu SK (2019). Effect of Service Quality on Perceived Value,Satisfaction and Loyalty of Customers: A Study on Selected Hospitals of Chhattisgarh. Int J Comput Sci and Eng, pp:55-62
19. Dachyar M, Minar IP (2018). Patients’ Loyal-ty Improvement in Public Hospital. MATEC Web Conferences. EDP Sci, 248.03015
20. Ng JHY, Luk BHK (2019). Patient satisfac-tion: Concept analysis in the healthcare context. Patient Educ Couns, 102(4): 790-96.
21. Shabbir A, Alam Malik S, Malik SA (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyal-ty in public and private sector hospitals in Pakistan. Int J Qual Reliab Manag, 33(5): 538-57.
22. Ji YQ (2017). An Empirical Study on the Re-lationship among Medical Service Quality, Inpatient Satisfaction and Loyalty—Taking a Tertiary Referral Center as an Example. Lanzhou University.
23. Huang J, Chen F, Wu XL (2017). Inpatients’ loyalty in private hospital based on the perceived service quality. Mod Prev Med, 44(15):2772-776.
24. Cronin JrJJ, Taylor SA (1992). Measuring service quality: a reexamination and ex-tension. J Mark, 56(3):55-68.
25. Feng ZQ, Duan XM (2008). An Empirical Study on the Relationship among Patient Perceived Value, Satisfaction and Patient Loyalty. Econo Manag, (2):32-5.
26. Zhou YF, Cheng W, Wang Y (2016). Fac-tors that Influence In patient Satisfaction Based on ACSI, ECSI Models. Health Med Res Pract, 13(5):15-8.
27. Wen ZL, Ye BJ (2014). Analyses of Mediat-ing Effects: The Development of Meth-ods and Models. Adv Psychol Sci, 22(05): 731-45.
28. Tang LL, Cheng PJ (2001). The Quality Sur-vey on Medical Service by using KANO Two Dimentional Model. J Chin Inst Ind Eng, 18(2):71-81.
| Files | ||
| Issue | Vol 49 No 6 (2020) | |
| Section | Original Article(s) | |
| DOI | https://doi.org/10.18502/ijph.v49i6.3361 | |
| Keywords | ||
| Private hospital; Service quality; Patient perceived value; Patient satisfaction | ||
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
How to Cite
1.
GUO Y, ZHOU Y, XING X, LI X. Exploring the Relationship between Service Quality of Private Hospitals and Patient Loyalty from the Perspective of Health Service. Iran J Public Health. 2020;49(6):1097-1105.
