Key factors influencing patient loyalty

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI:10.1504/IJECRM.2016.10003099

Yu-Li Lan, J. Hung, Chien-Chih Chen, Cheng-Wen Yao

引用次数: 4

Abstract

The objective of this study was to identify and verify factors that influence patient loyalty through judgement sampling of patients at hospitals. A total of 614 structured questionnaires were distributed with an effective sample size of 586 and a 95% return rate. Our results showed that patient loyalty was influenced by statistically significant factors such as age, education, profession, marital status, place of residence, condition of patient, number of visits, frequency of visits, and reason for visits. The hospital image, perceived medical-service quality, and satisfaction were positively correlated with patient loyalty and were significant predictor variables at 51.4%. This research can not only help hospitals understand how to retain patients but can also help hospitals improve, provide high-quality service, and enhance their image. The findings may be used as a reference for hospital management and patient services.

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影响患者忠诚度的关键因素

本研究的目的是通过对住院患者的判断抽样，找出并验证影响患者忠诚度的因素。共发放结构化问卷614份，有效样本量为586份，回收率为95%。结果显示，年龄、文化程度、职业、婚姻状况、居住地、患者身体状况、就诊次数、就诊频次、就诊原因等因素对患者忠诚度有显著影响。医院形象、感知医疗服务质量、满意度与患者忠诚度呈正相关，为显著预测变量(51.4%)。本研究不仅可以帮助医院了解如何留住病人，还可以帮助医院改进，提供高质量的服务，提升医院形象。研究结果可作为医院管理和病人服务的参考。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling