Saudi Journal of Business and Management Studies (SJBMS)
Volume-5 | Issue-02 | 154-163
Original Research Article
The Mediating Role of Patient Satisfaction in the Relationship between Quality of Doctor Services and Patient Loyalty: Empirical Evidence from the Health Sector of Ghana
Antoinette Asabea Addo, Weixin Wang, Alex Boadi Dankyi, Olivier Joseph Abban, Geoffrey Bentum-Micah
Published : Feb. 29, 2020
Abstract
This study investigates the effect of the quality of doctor services on patient loyalty via the mediating influence of patient satisfaction. Variables like gender and proximity were also controlled for. Quantitative methods were used to analyze the data collected from a questionnaire that was randomly administered to out-patients (2500) in the five referral hospitals in Ghana. Results from the t-tests and ANOVA revealed that gender does not have an effect on patient satisfaction. Likewise, proximity did not have an effect on satisfaction and further loyalty. Correlation analysis results showed strong positive relationships between quality of doctor services and patient satisfaction, the quality of doctor services and patient loyalty and finally patient satisfaction and patient loyalty. This finding proves that the quality of services rendered by doctors influence the satisfaction of patients and further earns their loyalty.