Relationship Between Physician’s Behavior And Patients’ Confidence, Satisfaction And Loyalty– A Study Of Hospitals In Lam Dong Province

• Main Authors: Nguyễn Thúy Quỳnh Loan, Lê Quang Vinh
• Format: Article
• Language: Vietnamese
• Published: TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH 2020-08-01
• Series: Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh
• Online Access: https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/772

Patients’ loyaltyis a goal for all activities of the hospitals. The objective of this paper was to identify and measure the physician’s behavior (listening, explanation and competence) impacting on loyalty through confidence and satisfaction of patients. The research surveyed 247 questionnaires from patients at the hospitals in Lam Dong province. The results showed that the factors affecting patients’ satisfaction were trust ( = 0.582), listening ( = 0.370) and explanation ( = 0.384) of the physicians; there were 3 factors impacting on the trust of patients in which the strongest factor was competence ( = 0.482); confidence ( = 0.404) and satisfaction (= 0.388) had significant impacts on patients’ loyalty. This paper then suggested the mangerial implications for hospital managers in managing their physicians to enhance patient’s trust and satisfaction so that they become more loyal.