英文摘要 |
The aim of this study was to explore the impact of relationship quality and relational benefit on patient loyalty to the physician and to the hospital. Furthermore, we also discuss the mediating effect of relationship strength on the above-mentioned relationship. Extensive literature review was done to build up eight research hypotheses. The sample consisted of 339 ambulatory patients of three hospitals in Taiwan. Our approach to test hypotheses was that of a hierarchical multiple regression. Study results indicate relationship quality and relational benefit positively affect patient loyalty. Besides, relationship strength partially mediates the relationship between two antecedents (relationship quality and relational benefit) and two outcome variables (patient loyalty to the physician and to the hospital). |