The Research Concerning The Effect Of Medical Service Quality On Consumption Loyalty Of Patients

Medical services exchange based on the formation of the doctor-patient relationship,involving medicine,psychology,sociology,management and other multidisciplinary content.Sharp contradiction between doctors and patients and the tension between the doctor-patient relationship,long-term plagued China's medical service management and its main business.How to improve the quality of medical services,improve the psychological value of patients and their families and obtain consumer loyalty,has become an urgent issue to be solved.Based on the theory of social exchange,social cognition theory and attribution theory,this paper analyzes the medical service quality and the behavior and behavior of patients with medical service quality,retrospective medical service quality,patient psychological contract,consumer trust,consumer support and consumer loyalty.To examine the mediating role of psychological contract,consumer support and trust in the relationship between medical service quality and patient consumption loyalty.Based on the empirical analysis method,the data were collected by means of literature research and questionnaire survey.SPSS19.0 and AMOS23.0 were used to analyze the validity of the study sample data and the theoretical hypothesis model.The descriptive statistical analysis,variance analysis,correlation analysis,Structural equation model test.The findings include:(1)the quality of medical services has a significant positive impact on patients' consumer loyalty,that is,good medical institution conditions and medical services allow patients to obtain high quality medical service experience during medical treatment,the higher the consumer loyalty;(2)the patient's consumer support perception,the patient's psychological contract and consumer trust in the quality of medical services and patient loyalty between the existence of mediation,the quality of medical services affect the patient loyalty mechanism,medical service quality and patients(3)the nature of the relationship between doctors and patients is based on the exchange of medical services formed by the social exchange relations,so the general customer relationship management,consumer behavior and other areas of research under the impact of quality of service and consumer loyalty and the mechanism of action,but also for the quality of medical service products on consumer attitudes and consumer behavior of the role and impact of the analysis,the quality of medical services is the focus of this particular consumer groups focus on the quality of medical services,quality and affect the patient's consumer attitudes and consumer behavior.