Perceived service quality's effect on patient loyalty through patient attitude within the context of traditional Chinese medicine

被引：6

作者：

Li, Hongbo ^{[1
]}

Wang, Li ^{[1
]}

Xia, Xuan ^{[1
]}

Liu, Hongbo ^{[2
]}

机构：

[1] Tongji Univ, Sch Econ & Management, Shanghai 200092, Peoples R China

[2] Shanghai Jiao Tong Univ, Shanghai Gen Hosp, Sch Med, Shanghai 201620, Peoples R China

来源：

JOURNAL OF COMBINATORIAL OPTIMIZATION | 2021年 / 42卷 / 04期

基金：

中国国家自然科学基金;

关键词：

Traditional Chinese medicine; Perceived service quality; Patient attitude; Patient familiarity; Patient loyalty; BRAND FAMILIARITY; BIASES; IMPACT;

D O I：

10.1007/s10878-019-00520-z

中图分类号：

TP39 [计算机的应用];

学科分类号：

081203 ; 0835 ;

摘要：

Drawing on a sample of 245 patients from a tertiary general hospital in China, we examine the effect of perceived service quality of traditional Chinese medicine (TCM) on patient loyalty. At the same time, both the mediating effect of patient attitude and the moderating effect of familiarity are tested. We find that perceived service quality of TCM has a positive effect on patient loyalty and this relationship is mediated by patient attitude. We also find that moderating effect of patient familiarity with TCM is not supported by the study. Finally, implications for management theory and practice are discussed.

引用

页码：1030 / 1041

页数：12

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