Factors influencing loyalty of patients from nursing care in inpatients in private hospitals in the central region
Keywords:
service quality recognition, recognition of nursing service fees from nurses, satisfaction, loyaltyAbstract
The purpose of the research was to study the level of service quality recognition, the differences between service quality recognition and in-patient expectations, relationship between factors and the consistency of the model and path influence of factors Influencing in-patients loyalty of in-patient to nursing services provided by private hospitals in the central region. The sample comprised of 469 in-patients who repeatedly returned to the hospital from March to April 2019. Multi-stage random sampling and questionnaire were used. Data analyzed by descriptive statistics and path analysis.
The results founded that most of the sample are female, private company employee. They choose to use the service because it's close to home. The price Recognition, service, satisfaction and loyalty were at high level and have a moderate positive relationship. For model consistency by path influence and empirical data was found that the models were saturated in consistency (X2= 0.00, df = 0, P-value = 1.00, RMSEA = 0.00). The factors of service quality recognition and the price recognition of nursing services directly and indirectly influence the loyalty of In-patients services by path influence via satisfaction (DE = 0.45, IE = 0.09, TE = 0.54; DE = 0.20, IE = 0.04, TE = 0.24, respectively) and found that satisfaction has a direct path influence on recipient loyalty of In-patients services (DE = 0.17) and all factors can predict the loyalty of patients to nursing services by 50%.
Recommendation suggested that nursing organization administrators can use research results to design and improve service quality to reduce the gap between the expectations of patients and service quality.
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