Almulhim Abdulmohsen, AlMulhim Abdullah Fahad
Department of Ophthalmology, College of Medicine, Jouf University, Sakaka, Saudi Arabia.
Department of Business Administration, College of Business, Jouf University, Sakaka, Saudi Arabia.
Patient Prefer Adherence. 2024 Aug 9;18:1675-1689. doi: 10.2147/PPA.S461314. eCollection 2024.
In the current period, competition among the healthcare sector has increased and healthcare providers try to get loyalty and satisfy the patients by establishing different strategies.
: This current study aims to discover ophthalmology practice-related factors and patient loyalty and to analyze the mediating role of patient satisfaction in private ophthalmology services in various private centers in the Kingdom of Saudi Arabia.
: The nature of the study is quantitative, and data is collected with a questionnaire. We used a pre-tested questionnaire that was divided into different sections assessing ophthalmology practice-related factors, patient satisfaction, and patient loyalty. These were measured using a 5-point Likert scale, focusing on financial aspects, access to facilities, staff services, and ophthalmologist services. Further, the smartPLS technique was used to extract the results by using SmartPLS.
: The analysis sample size consisted of 323 participants from Saudi Arabia. The results found that ophthalmologist service has a positive relationship with patient satisfaction (= 0.369, p = 0.000) as well as patient loyalty (= 0.234, p = 0.004), but there are some ophthalmology practice-related factors such as financial aspects, access and facilities, and staff service, which showed no relationship with patient loyalty but a positive relationship with patient satisfaction. Further analysis found that patient satisfaction as a mediator has a positive relationship between ophthalmology practice-related factors, namely, ophthalmologist service (= 0.228, P= 0.000), financial aspects (= 0.102, p = 0.019), access and facilities (= 0.109, p =0.000), and staff service (= 0.188, p = 0.000) with patient loyalty.
: The present study findings reveal the importance of focused patient satisfaction improvements in enhancing patient loyalty within ophthalmological clinic settings in Saudi Arabia. Furthermore, we recommend future exploratory prospective research to find the satisfaction and loyalty factors that change over a period of time.
在当前阶段，医疗保健行业的竞争日益激烈，医疗服务提供者试图通过制定不同策略来赢得患者的忠诚度并使患者满意。
本研究旨在发现眼科实践相关因素与患者忠诚度，并分析患者满意度在沙特阿拉伯王国各私立中心的私立眼科服务中的中介作用。
本研究性质为定量研究，通过问卷调查收集数据。我们使用了一份经过预测试的问卷，该问卷分为不同部分，评估眼科实践相关因素、患者满意度和患者忠诚度。这些方面采用5点李克特量表进行测量，重点关注财务方面、设施使用、工作人员服务和眼科医生服务。此外，使用smartPLS技术通过SmartPLS提取结果。
分析样本量包括来自沙特阿拉伯的323名参与者。结果发现，眼科医生服务与患者满意度（= 0.369，p = 0.000）以及患者忠诚度（= 0.234，p = 0.004）呈正相关，但存在一些眼科实践相关因素，如财务方面、使用和设施以及工作人员服务，这些因素与患者忠诚度无关，但与患者满意度呈正相关。进一步分析发现，作为中介变量的患者满意度在眼科实践相关因素（即眼科医生服务（= 0.228，P = 0.000）、财务方面（= 0.102，p = 0.019）、使用和设施（= 0.109，p = 0.000）以及工作人员服务（= 0.188，p = 0.000））与患者忠诚度之间呈正相关。
本研究结果揭示了在沙特阿拉伯眼科诊所环境中，专注于提高患者满意度对于增强患者忠诚度的重要性。此外，我们建议未来进行探索性前瞻性研究，以找出随时间变化的满意度和忠诚度因素。
