Do Patient Experiences Have Mediating Roles on Patient Loyalty?

Autor: Arslan T; Institute of Health Sciences, Marmara University, Istanbul, Turkey., Çandereli ZÖ; Department of Health Management, Faculty of Health Sciences, Marmara University, Istanbul, Turkey., Kitapçi OC; Department of Health Management, Faculty of Health Sciences, Marmara University, Istanbul, Turkey., Kitapçi NŞ; Department of Health Management, Faculty of Health Sciences, Marmara University, Istanbul, Turkey., Kiliç Aksu P; Department of Health Management, Faculty of Health Sciences, Altınbaş University, Istanbul, Turkey., Köksal L; Department of Health Management, Faculty of Health Sciences, Marmara University, Istanbul, Turkey., Özdamar EÖ; Department of Statistics, Faculty of Science and Literature, Mimar Sinan Fine Arts University, Istanbul, Turkey., Yay M; Department of Statistics, Faculty of Science and Literature, Mimar Sinan Fine Arts University, Istanbul, Turkey., Ecevit Alpar Ş; Department of Nursing, Faculty of Health Science, Marmara University, Istanbul, Turkey., Mumcu G; Department of Health Management, Faculty of Health Sciences, Marmara University, Istanbul, Turkey.
Jazyk: angličtina
Zdroj: Journal of patient experience [J Patient Exp] 2022 May 26; Vol. 9, pp. 23743735221103027. Date of Electronic Publication: 2022 May 26 (Print Publication: 2022).
DOI: 10.1177/23743735221103027
Abstrakt: The study aimed to evaluate the mediating roles of patient experiences on patient loyalty. The data were collected through an electronic questionnaire regarding feedback from 5732 patients received outpatient clinics. Patient loyalty was evaluated using the Net Promoter Score (NPS 11 ) that patients were asked whether they would like to recommend the hospital to their relatives or friends. Patient experiences with physicians, nurses, and waiting times were also asked in the questionnaire. After preliminary analysis, mediation analyses were performed to evaluate direct and indirect causal effects among variables for NPS 11. While patient experiences are used as possible mediators, Branch Groups in the first and Admission Time in the second model are independent variables. In the analyses, Surgical Medical Science ( p  = 0.019) and Day Shift ( p  = 0.000) have a direct mediating effect on NPS 11 . Nursing care experiences were found to be a mediator variable for NPS 11 in both models ( p  = 0.000 for both). Patient loyalty was associated with Surgical Medical Science and Day Shift primarily whereas Nursing care experience had a mediating role.
Competing Interests: Declaration of Conflicting Interests: The authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
(© The Author(s) 2022.)
Databáze: MEDLINE
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