Anabila Peter
a Department of Marketing , Central Business School, Central University , Accra , Ghana.
Health Mark Q. 2019 Apr-Jun;36(2):136-151. doi: 10.1080/07359683.2019.1575062. Epub 2019 Mar 12.
The study investigates the role of service quality in Ghana's private hospitals and its effect on patients' satisfaction and loyalty. A sample of 622 respondents was drawn using convenience sampling. Structural equation modeling using smart PLS was used to test the measures. The study found a significant positive relationship between service quality and patient satisfaction and also a significant positive relationship between patients' satisfaction and loyalty and that patients' satisfaction mediates the relationship between service quality and patients' loyalty. The study provides a useful guide to policy formulation for private healthcare practitioners.
该研究调查了服务质量在加纳私立医院中的作用及其对患者满意度和忠诚度的影响。采用便利抽样法抽取了622名受访者作为样本。使用smart PLS进行结构方程建模来检验这些测量指标。研究发现服务质量与患者满意度之间存在显著的正相关关系，患者满意度与忠诚度之间也存在显著的正相关关系，并且患者满意度在服务质量与患者忠诚度之间起中介作用。该研究为私立医疗从业者的政策制定提供了有益的指导。
