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The impact of market orientation on patient loyalty: the mediation of relationship quality
- 作者：Jin-An Huang (1) (2)
Chi-Shiun Lai (3)
Jer-San Hu (4)
Rhay-Hung Weng (5)
- 关键词：Market orientation ; Relationship quality ; Patient loyalty ; Health service
- 刊名：Service Business
- 出版年：2014
- 出版时间：December 2014
- 年：2014
- 卷：8
- 期：4
- 页码：499-515
- 全文大小：257 KB
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Jer-San Hu (4)
Rhay-Hung Weng (5)
1. Department of Emergency Medicine, Taichung Veterans General Hospital, Taichung, Taiwan, ROC
2. Department of Healthcare Administration, Hung Kung University, Taichung, Taiwan, ROC
3. Graduate Institute of Business Administration, National Yunlin University of Science & Technology, Yunlin, Taiwan, ROC
4. Department of Business Administration, Fu Jen Catholic University, New Taipei, Taiwan, ROC
5. Department of Long Term Care, National Quemoy University, Kinmen, Taiwan, ROC
- ISSN：1862-8508
文摘
In health services, how to establish good relationships with patients and enhance patient loyalty has been crucial for service managers. We explore the impact that patients-perceptions of market orientation direct effect on patient loyalty to a hospital as well as indirect effect via the mediation of relationship quality. Self-administered questionnaires were employed to collect data from outpatients. 450 questionnaires were valid. Results showed that market orientation had a direct positive impact on patient loyalty to the hospital and an indirect positive impact via the mediation of relationship quality and patient loyalty to a physician.
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