Understanding Patient Satisfaction, Trust, and Loyalty to Primary Care Physicians

Medical Care Research and Review - Tập 65 Số 6 - Trang 696-712 - 2008
Elena A. Platonova1, Karen Norman Kennedy2, Richard M. Shewchuk2
1University of North Carolina at Charlotte USA
2University of Alabama at Birmingham

Tóm tắt

The authors developed and empirically tested a model reflecting a system of interrelations among patient loyalty, trust, and satisfaction as they are related to patients' intentions to stay with a primary care physician (PCP) and recommend the doctor to other people. They used a structural equation modeling approach. The fit statistics indicate a well-fitting model: root mean square error of approximation = .022, goodness-of-fit index = .99, adjusted goodness-of-fit index = .96, and comparative fit index = 1.00. The authors found that patient trust and good interpersonal relationships with the PCP are major predictors of patient satisfaction and loyalty to the physician. Patients need to trust the PCP to be satisfied and loyal to the physician. The authors also found that patient trust, satisfaction, and loyalty are strong and significant predictors of patients' intentions to stay with the doctor and to recommend the PCP to others.

Từ khóa


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Medical Care Research and Review

Tập 65 Số 6

696-712

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