Influence of Hospital’s Internal Service Quality to Staff Loyalty-in the Case of West China Hospital’s Outpatient and Emergency Department

  • Zhuoying Li
  • Weiping Yu
  • Guimin Duan
  • Sihuan Liu
Conference paper
Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 242)


Medical staff’s service attitude and ability increasingly become the key factors influencing the patients’ satisfaction. This paper analyzed the impact of hospital’s internal service quality on staff loyalty by interaction quality, physical environment quality and outcome quality from the perspective of internal marketing. By researching 245 staffs of West China hospital’s Outpatient and Emergency department, we found that: the interaction quality and outcome quality both had positive impacts on medical staff satisfaction and loyalty. The interaction quality was the key factor influencing medical staff satisfaction, and the outcome quality is the key factor influencing medical staff loyalty; During the process of outcome quality influencing medical staff loyalty, medical staff satisfaction had completely mediate effect. And during the process of interaction quality influencing medical staff loyalty, the medical staff satisfaction had partially mediate effect; The medical staffs with different personal characteristics had differences on the internal service quality perception satisfaction and loyalty.


Internal service quality Medical staff satisfaction Medical staff loyalty West China Hospital’s outpatient and emergency department 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  • Zhuoying Li
    • 1
  • Weiping Yu
    • 1
  • Guimin Duan
    • 1
  • Sihuan Liu
    • 2
  1. 1.Business schoolSichuan UniversityChengduPeople’s Republic of China
  2. 2.West China HospitalChengduPeople’s Republic of China

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