The study of relationship between health services quality dimentions and patients satisfaction and loyalty

Now, in competing environment, since hospitals find that undesired quality is too expensive, quality is a main and key note for hospitals using patient-based methods. This research is designed and done to inspect relationship of health services quality dimensions and patient loyalty and satisfaction in Sina Hospital of Mashhad. Considering the way of doing research and data assembling tools, this study is measuring and descriptive. In the present study, statistical community contains all patient and receivers of health services of Sina Hospital. Considering the bed number of Sina Hospital and using Morgan Table sampling method, 97 patient of Sina Private Hospital selected randomly. Standard questionnaire was used to gather data, although its context was confirmed in previous studies, but also considering Cronbach α index to 94%, now confirmed again. Data were analyzed by using SPSS15 software, analytic and descriptive statistics, Regression examination, copula index and average examination. Using Regression examination, the results of main theory examination showed that β Regression index for relation of health services quality with patient satisfaction and loyalty is in order 0/829, 0/738 and significantly less than 5%. Also β Regression index for relation between patient satisfaction and their loyalty is 0/831. Also copula index of services quality dimensions such as medical facilities, physical environment of hospital, medical ability, using information and relation technology and medical approaches of hospital with patient satisfaction and loyalty were significantly confirmed. Patient satisfaction in order has the most copula with servicing (0/737), medical ability (0/691), medical approaches (0/648), physical environment (0/582), medical facilities (0/574) and using the information and relation technology (0/556). Patent loyalty has the most copula with servicing (0/668), medical approaches (0/606), Physical environment (0/604), medical ability (0/59), using the information and relation technology (0/532) and medical facilities (0/490). Considering the findings of present study to attract patient loyalty, as the most important capital of hospital, promotion of medical services quality programs can cause patient satisfaction and loyalty. Considering health services being competitive, investing on qualitative dimensions of health services, this hospital and other similar hospitals can offer better services to patient community.