The Relationship Between Medical Service Quality, Patient Satisfaction And Loyalty

In recent years,China's public health undertakings have been promoted rapidly.Telemedicine services cover national poverty-stricken counties and remote areas.The number of medical staff is growing.China's high-quality and efficient medical and health service system is constantly improving.In order to strengthen hospital management and improve the quality of medical services,hospitals need to think deeply about how to make patients satisfied with the quality of service,and guide the rapid development of hospitals and medical and health undertakings.Based on this background,this paper focuses on the analysis of the relationship between hospital service quality,patient satisfaction and loyalty.In this paper,X hospital in Hangzhou is taken as a case study,and the relationship between hospital service quality,patient satisfaction and loyalty is empirically analyzed with the help of questionnaire.Spss22.0 was used to test the reliability and validity of the questionnaire for the acquired data,and then through descriptive analysis,difference response analysis,Pearson correlation analysis and regression analysis,the correlation between the quality of medical service and the satisfaction and loyalty of inpatients was analyzed from multiple dimensions,and the patient satisfaction was tested when the quality of medical service had an impact on the loyalty of patients The intermediary role played by Du.Through the study,we know that the five-dimensional mean,loyalty score and satisfaction score perceived by inpatients' service quality are relatively high,all of which are over 4 points.This shows that inpatients have high loyalty and satisfaction to the hospital.There are significant differences in patients' age,inpatient department,occupation,education level in service quality and some dimensions,but there is no significant difference in patients' loyalty and satisfaction.There are significant differences in patients' income level in their satisfaction,service quality and some dimensions,but there is no significant difference in their loyalty.The patients in the survey hospitals have formed high loyalty and satisfaction.Among the five dimensions perceived by patients' medical service quality,the highest and lowest scores are reliability and empathy,which means that the hospital has strong ability to achieve self-commitment,but it is not perfect in caring for patients and meeting their personalized needs.The quality of medical service has a great impact on patients' loyalty and satisfaction.Patient loyalty and satisfaction increased with the improvement of medical service quality score.In order to promote the hospital toactively practice the concept of patient-oriented,the improvement of medical service quality and the enhancement of patient loyalty and satisfaction play a crucial role.Satisfaction greatly affects the loyalty of patients,and the loyalty of patients increases with their satisfaction.At the same time,when the quality of medical service affects patient loyalty,it is found that patient satisfaction plays an intermediary role in it,and the quality of medical service has a certain impact on patient loyalty with the help of patient satisfaction.