Family Doctor Service in Vietnam: An Investigation of Factors Affecting Customer Satisfaction and Customer Loyalty

My, Mai Thi Thuy; Thong, Bui Quang; Chon, Le Van; Dinh, Tran Gia Trung

doi:10.1007/978-981-10-4361-1_31

Cited by 1 publication

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References 6 publications

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“…46 The link between patient satisfaction and their loyalty to a doctor or health care facility has also been extensively researched, and the results have shown the great effect of satisfaction towards patient loyalty. [47][48][49] Thus, according to these findings, we propose the following hypothesis: Hypothesis 2 Patient satisfaction mediates the link between patient perceived involvement and patient loyalty.…”

Section: | Patient Satisfaction Mediates the Relationship Between Pat...mentioning

confidence: 94%

The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service

Zhang

et al. 2021

Health Planning & Management

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Background:The Chinese government has taken many incentives to promote the implementation of the family doctor (FD) contract service; however, whether primary health care providers establishing a strong relationship with patients that shapes their loyalty is still unknown. Under this circumstance, drawing the public attention to patient loyalty in primary care and clarifying the underlying mechanism of loyalty is imperative to the development of primary care.Objective: To analyse the effect of patient perceived involvement on patient loyalty in primary care, investigate the mediating role of patient satisfaction, and explore the moderating role of the FD contract service on the relationship between patient perceived involvement and patient loyalty.Methods: A cross-sectional questionnaire survey of patients in primary health facilities was conducted in Jilin province of China. Participants comprised 1334 patients selected via a multi-stage sampling method.Results: Patient perceived involvement not only had a direct positive impact on patient loyalty but also had an indirect effect on patient loyalty via patient satisfaction. Furthermore, for patients who contracted with FDs, patient perceived involvement had a higher direct effect and indirect effect on patient loyalty when compared with patients who did not contract with FDs.

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Section: | Patient Satisfaction Mediates the Relationship Between Pat...mentioning

confidence: 94%

The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service

Zhang

et al. 2021

Health Planning & Management

View full text Add to dashboard Cite

show abstract

Family Doctor Service in Vietnam: An Investigation of Factors Affecting Customer Satisfaction and Customer Loyalty

Cited by 1 publication

References 6 publications

The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service

The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service

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