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The Impact Of Service Quality On The Loyalty Of Patients Referring To Outpatient Clinics Of Studied Hospitals In Tehran
Seyed Jamalodin Tabibi, Mahmud Reza Gohari, Mohammad Sabahi Bidgoli, Somayeh Shahri,
Volume 6, Issue 3 (9-2012)
Abstract

Background and Aim: The present case study aims to investigate the impact of service quality on patients' loyalty to the services rendered in outpatient clinics of the studied hospitals throughout Tehran.

Materials and Methods: This is a descriptive-analytical survey in which 242 outpatients referring to the studied hospital clinics in Tehran. For data collection purposes, the standardized SERVQUAL questionnaire(1988) and for the measurement of loyalty for service quality, the standard questionnaire for customer's behavioral tendencies(Zitamel and Berry, 1996) were used. Regarding the validity of the questionnaire, its content validity was confirmed and its reliability was approved through test-retest method and Cronbach's alpha coefficient. For data analysis, Pearson correlation test was employed.

Results: The results revealed that there was a positive and meaningful relationship between the quality of services and the patients' loyalty in Tehran clinics. The most important aspect of loyalty was complaining behavior.

Conclusion: Hospital managers should enhance their understanding and awareness to maintain, and even improve, the patients' loyalty to their services and should do their best in this regard. Hospital employees should be aware of the patients' expectations and act beyond it. Finally, they should know that rendering services to patients is teamwork and that the key to providing patients with good services lies in their satisfaction with the quality of services they receive.


The Effect of Hoteling Quality on Patient Loyalty in Private Hospitals of Tehran from Patients' Viewpoint
Maryam Jafar Tajrishi, Seyed Jamaledin Tabibi, Kamran Hajinabi,
Volume 12, Issue 4 (11-2018)
Abstract
Background and Aim: In today’s competitive market conditions of hospital industry, in addition to the quality of clinical services, a hospital should also concentrate on Hotelling Services Quality designed for the patient and his entourage. The purpose of this study was to investigate the effect of hoteling quality on patient loyalty.
Materials and Methods: The research method of the study was descriptive-survey with an applied goal. The research instrument was a questionnaire whose validity and reliability were verified by face-to-face survey and Cronbach's alpha. The sample size according to Cochran formula for unknown population was 385 patients in two private hospitals of Tehran that were randomly selected. The data were analyzed by descriptive and inferential statistics such as multivariate linear regression test.
Results: According to the findings of the study at 95% confidence level, the quality of human resources (p<0.001), the quality of hospital welfare services (p<0.001) and the quality of administrative affairs and workflow (p=0.002), the quality of cleaning and sanitation services (p<0.001) and the quality of building and hospital facilities (p=0.033) have a positive effect on patient loyalty. Also, two other dimensions, that is, the quality of hospital equipment and facilities (p=0.317) and the quality of hospital nutrition services (p=0.123) did not have a meaningful effect on patient loyalty.
Conclusion: From patients' perspective, the hotelling quality in the studied hospitals has a direct impact on patient loyalty, and its improvement will increase patients’ loyalty in those hospitals. 
 

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