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首页> 外文期刊>Management Science Letters >The influence of hospital image and service quality on patients’ satisfaction and loyalty
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The influence of hospital image and service quality on patients’ satisfaction and loyalty

机译：医院形象和服务质量对患者满意度和忠诚度的影响

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The increasing numbers of public and private hospitals have resulted in the competitive environment in healthcare industry. This situation needs cooperation and support from the hospitals to focus on setting up compelling hospital image and providing satisfaction to the patients to ensure and secure their loyalty. Therefore, providing a high Service Quality will ensure the patients’ satisfaction and loyalty to keep on tapping the service provided. This study reports on a research finding that under-takes to analyze the effect of Image and Service Quality provided by the hospital towards patients’ satisfaction and loyalty in public hospital in Terengganu. Structural Equation Modelling (SEM) was used to test the proposed hypothesis model in the study. The finding of this study illustrates that although hospital image did not have any effect on the patients’ loyalty, but it had a big impact on pa-tients’ satisfaction. Furthermore, patients’ satisfaction had a big impact towards patients’ loyalty. This study also clarifies that the Service Quality provided by the hospital had a direct influence on the patients’ satisfaction and loyalty. Hence, a high service quality provided by the hospital will influence patients’ satisfaction and loyalty and a positive and compelling hospital image is an im-portant factor to ensure the patients’ satisfaction.
机译：公立和私立医院数量的增加导致了医疗保健行业的竞争环境。这种情况需要医院的合作与支持，以专注于树立令人信服的医院形象，并使患者满意，从而确保并确保其忠诚度。因此，提供高质量的服务将确保患者的满意度和忠诚度，以继续利用所提供的服务。本研究报告的一项研究发现旨在分析医院提供的图像和服务质量对登嘉楼公立医院患者满意度和忠诚度的影响。结构方程模型（SEM）用于测试研究中提出的假设模型。这项研究的结果表明，尽管医院的形象对患者的忠诚度没有任何影响，但对患者的满意度有很大的影响。此外，患者的满意度对患者的忠诚度有很大影响。这项研究还阐明，医院提供的服务质量直接影响患者的满意度和忠诚度。因此，医院提供的高质量服务将影响患者的满意度和忠诚度，而积极而令人信服的医院形象是确保患者满意度的重要因素。

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