National University of Kaohsiung, Kaohsiung City.
National Quemoy University, Kinmen County.
Inquiry. 2021 Jan-Dec;58:469580211007217. doi: 10.1177/00469580211007217.
Increasing patient loyalty through improved health care quality and patient-provider relationships becomes the key factor in medical providers' successes. This study explored the mediated relationship of patients' perceived value, patient commitment, and patient loyalty and the moderating effect of patient trust on the mediated relationship. A cross-sectional research design was adopted. Mediation and moderated mediation were tested using the PROCESS macro v3.5 for the SPSS supplement. Convenience sampling was used for the distribution of questionnaires to members of the public with experience of seeking medical attention in Taiwan. Among the 254 valid questionnaires recovered, 59.4% of the respondents were male, 38.6% were married, 90.2% were in the 20 to 49 year age range, and 54.7% had a bachelor's degree or above. This study indicated a significant mediated relationship among patients' perceived value of medical services, commitment to the patient-provider relationship, and patient loyalty. Furthermore, when the patient demonstrated higher levels of trust in a healthcare provider, the relationship of perceived value, commitment, and patient loyalty was also enhanced. This study discussed and demonstrated the effect of perceived value, trust, and commitment on patient loyalty. The research suggests that improving patient loyalty benefits sustainable operation of medical providers and the treatment effects for patients.
通过提高医疗质量和医患关系来提高患者忠诚度，成为医疗服务提供者成功的关键因素。本研究探讨了患者感知价值、患者承诺和患者忠诚度的中介关系，以及患者信任对中介关系的调节作用。采用横断面研究设计。使用 SPSS 补充的 PROCESS 宏 v3.5 测试中介和调节中介。方便抽样用于向有台湾就医经验的公众成员分发问卷。在回收的 254 份有效问卷中，59.4%的受访者为男性，38.6%的受访者已婚，90.2%的受访者年龄在 20 至 49 岁之间，54.7%的受访者拥有学士或以上学历。本研究表明，患者对医疗服务的感知价值、对医患关系的承诺与患者忠诚度之间存在显著的中介关系。此外，当患者对医疗服务提供者表现出更高的信任时，感知价值、承诺和患者忠诚度之间的关系也得到了增强。本研究讨论并展示了感知价值、信任和承诺对患者忠诚度的影响。研究表明，提高患者忠诚度有利于医疗服务提供者的可持续运营和患者的治疗效果。
