Thesis (Ph.D.) - Cairo University - Faculty of Commerce - Department of Business Administration

This study investigates Egyptian patient loyalty in order to identify the important variables associated with patient loyalty in Egyptian private hospitals; through developing a comprehensive model which examines the relationship between the perceived service quality, price, trust, and waiting time as independent variables; and the patient loyalty as a dependent variable, the patient satisfaction as a mediating variable between the independent variables and the patient loyalty and the socio-demographic variables as moderators on the relationship between the patient satisfaction and the patient loyalty. A single cross-sectional descriptive form of research was employed. A questionnaire was used to collect data from 462 patients from private hospitals. Confirmatory Factor Analysis was used to test the validity of the scales and Structural Equation Modeling was used to test the research hypotheses. The proposed model was strongly supported by the data collected in Egypt with patient satisfaction R2 = 83.6% and patient loyalty R2 = 84.7%.The results showed that trust, price and patient satisfaction have significant effects on patient loyalty; where as, perceived service quality and trust have significant effects on patient satisfaction. In addition, the findings revealed that patient satisfaction fully mediates the relationship between perceived service quality and patient loyalty, where as, patient satisfaction partially mediates the relationship between trust and patient loyalty

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