DETERMINANTS OF OUT PATIENTS’ LOYALTY: A STUDY OF THE TEACHING HOSPITALS

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ZAREI E.; MOUSAZADEH A.R.

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Journal: Journal of Healthcare Management Research Year:2015 | Volume:6 | Issue:1 (SERIAL 15) Page(s): 59-68

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Title

DETERMINANTS OF OUT PATIENTS’ LOYALTY: A STUDY OF THE TEACHING HOSPITALS

Author(s)

ZAREI E. | MOUSAZADEH A.R. | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

PATIENT LOYALTYQ1

OUTPATIENT SERVICESQ2

TEACHING HOSPITALQ1

Abstract

Introduction: SERVICE QUALITY is one of the key factors in building customer loyalty. This study aimed to determine the relative importance of OUTPATIENT SERVICES quality dimensions in predicting PATIENT LOYALTY in clinics affiliated to TEACHING HOSPITALs of Shahid Beheshti University of Medical Sciences in Tehran.Methods: This cross-sectional study was conducted in 2014. The study sample consisted of 477 patients who were selected by multistage random method from four hospitals. Data were gathered by a questionnaire consisting of 37 items in form of 8 SERVICE QUALITY components and 3 items about PATIENT LOYALTY was confirmed that its validity and reliability. Data analysis was performed in software SPSS.18 using Pearson correlation and multiple regression analysis.Results: The mean score of loyalty was 3.91 and 67 present of the patients had a good level of loyalty to their hospital. Perception of SERVICE QUALITY had a strong positive effect on PATIENT LOYALTY, and about 47 percent of the loyalty’s variance was explained by the SERVICE QUALITY.Five SERVICE QUALITY dimensions (perceived service costs, quality of the physical environment of the clinic, physician consultation, provided information to patient and appointment process) were the key determinants of outpatient loyalty in TEACHING HOSPITALs.Conclusion: The results of this study showed that patient experience of hospital OUTPATIENT SERVICES has a strong impact on outcome variables such as tend to reuse of hospital services or recommend it to others. Therefore, hospitals can increase loyalty of their customers by quality improvement efforts.

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APA: Copy

ZAREI, E., & MOUSAZADEH, A.R.. (2015). DETERMINANTS OF OUT PATIENTS’ LOYALTY: A STUDY OF THE TEACHING HOSPITALS. JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM), 6(1 (SERIAL 15)), 59-68. SID. https://sid.ir/paper/232367/en

Vancouver: Copy

ZAREI E., MOUSAZADEH A.R.. DETERMINANTS OF OUT PATIENTS’ LOYALTY: A STUDY OF THE TEACHING HOSPITALS. JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM)[Internet]. 2015;6(1 (SERIAL 15)):59-68. Available from: https://sid.ir/paper/232367/en

IEEE: Copy

E. ZAREI, and A.R. MOUSAZADEH, “DETERMINANTS OF OUT PATIENTS’ LOYALTY: A STUDY OF THE TEACHING HOSPITALS,” JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM), vol. 6, no. 1 (SERIAL 15), pp. 59–68, 2015, [Online]. Available: https://sid.ir/paper/232367/en

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