The impact of market orientation on patient loyalty: the mediation of relationship quality

Jin-An Huang (), Chi-Shiun Lai (), Jer-San Hu () and Rhay-Hung Weng ()

Service Business, 2014, vol. 8, issue 4, 499-515

Abstract: In health services, how to establish good relationships with patients and enhance patient loyalty has been crucial for service managers. We explore the impact that patients’ perceptions of market orientation direct effect on patient loyalty to a hospital as well as indirect effect via the mediation of relationship quality. Self-administered questionnaires were employed to collect data from outpatients. 450 questionnaires were valid. Results showed that market orientation had a direct positive impact on patient loyalty to the hospital and an indirect positive impact via the mediation of relationship quality and patient loyalty to a physician. Copyright Springer-Verlag Berlin Heidelberg 2014

Keywords: Market orientation; Relationship quality; Patient loyalty; Health service (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
http://hdl.handle.net/10.1007/s11628-013-0204-z (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:8:y:2014:i:4:p:499-515

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-013-0204-z

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().