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Abstract:
This study aimed to analyze and test the satisfaction that mediated the effect of nursing service quality and hospital image on loyalty. This applied a technique of accidental sampling; and the samples were patients' family in the Makkasau Parepare Hospital and the Lasinrang Pinrang Hospital. There were 280 respondents who were considered at least having junior-high education, treating the patients for 3 days, and taking care of the patients twice within the two observed hospitals. As the results, this study found that the service quality and hospital image affected the patients' loyalty. The better nursing service quality and the higher degree of hopsital image would lead for respondents' greater loyalty. Thus, the respondents' satisfaction mediated the effect of nursing service quality on loyalty; and satisfaction would not mediate the hospital image on loyalty.
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