The Effect Of Hospital Service Quality On Patients Loyalty Through The Mediating Role Of Patients Satisfaction In The Case Of Armed Force Referral And Police Referral Hospitals In Addis Ababa City

The main objective of the research is to examine the effect of hospital service quality on the patients’ loyalty and find the mediating effect of patients’ satisfaction in Armed Force Referral Hospital/Torhayloch and Police Referral Hospital. As the research approach quantitative method was used. As a sampling technique both purposive and convenience sampling was used. Data were collected through a self-administered questionnaire distributed to out-patients in two public hospitals; Armed Force Referral Hospital and Police Referral Hospital. There were a total of 235 out-patients respondents involved in this research. Data analysis techniques used was multivariate statistical techniques of PLS method which analyzed by SPSS version 20 and Smart PLS 3.0. In this study, the patient perception of hospital service quality was measured using SERVPERF model and results indicate that it appears to be a consistent and reliable scale. Finding of this study indicates that, age and educational level of the patient have significant effect on patient loyalty. Also hospital service quality have a positive and significant effect on patient satisfaction and loyalty i.e. while patient perception of hospital service quality has positive significant effect on the patient satisfaction and patient loyalty, patient satisfaction has also positive significant effect on patient loyalty. Moreover, patient satisfaction appears to play a partial mediating role in increasing the strength of the association between hospital service quality and patient loyalty in healthcare service provider i.e. hospital

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