INVESTIGATING RELATIONSHIPS BETWEEN PATIENT SATISFACTION,PAIENT LOYALY AND HOSPITAL PERFORMANCE IN THAILAND

Abstract

This study attempts to investigate the relationships between patient satisfaction, patient loyalty, and hospital performance in four public hospitals in Bangkok. They are listed on the Stock Exchange of Thailland. The service profit chain was adapted to examine such relationships. The data o the four hospitals were processed and analyzed using the simple bivariate correlation analysis. The overall results of both methods reveal that the three hypotheses were to some extent supported, there were some positive association among patient satisfaction, patient loyalty, and hospital performace.