Effect of Relationships’ Quality on Patients’ Loyalty in Selected State Hospitals

  • سال انتشار: 1395
  • محل انتشار: فصلنامه سیاستگذاری، مدیریت و اقتصاد سلامت مبتنی بر شواهد، دوره: 1، شماره: 1
  • کد COI اختصاصی: JR_EBHPME-1-1_005
  • زبان مقاله: انگلیسی
  • تعداد مشاهده: 613
دانلود فایل این مقاله

نویسندگان

Mohammad Aghily

Department of Developing Health Network, Ashtian Health Care Center, Arak University of Medical Science, Arak, Iran

Mohammad Amin Bahrami

Hospital Management Research Center, School of Public Health, Shahid Sadoughi University of Medical Sciences,Yazd, Iran

Razieh Montazeralfaraj

Hospital Management Research Center, School of Public Health, Shahid Sadoughi University of Medical Sciences,Yazd, Iran

Babak Eshrati

Department of Epidemiology, Arak University of Medical Sciences, Arak, Iran

چکیده

Background: Given the competitive environment prevailing in the market,service organizations are looking for loyal customers and hospitals are noexception. In the meantime, attention to relationships’ quality and establishmentof long term relationships have an important role. The objective of the presentstudy is to examine the effect of relationships’ quality on loyalty of patients inselected state hospitals.Methods: The present cross-sectional research was conducted in 2014 inselected state hospitals of Arak and Yazd. The population consisted of 160patients in the selected hospitals. Simple random sampling was conducted tochoose participants. Data were collected through two questionnaires; a part ofHon and Gruning’s measurement of relationships questionnaire with fourdimensions (satisfaction, trust, commitment, and mutual control) and loyaltyquestions as a part of the Parasuraman et al.’s behavioral tendencies with onedimension (loyalty dimension). Data were analyzed with SPSS19 using Spearmancorrelation coefficient and regression.Results: Results from Spearman correlation indicated a positive and significantrelationship between relationships quality and loyalty (r = 0.722, P-value =0.001). In addition, results from regression indicated that 60% of the variance ofpatients’ loyalty is explained by satisfaction.Conclusion: Findings revealed that strategies to improve the quality ofrelationships with patients could lead to loyalty in patients.

کلیدواژه ها

Hospital, Relationship Quality, Loyalty

مقالات مرتبط جدید

اطلاعات بیشتر در مورد COI

COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.

کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.