بررسی رابطه بین کیفیت خدمات و پاسخگویی بیمارستان و ارتباط ان با وفاداری بیماران بستری در بیمارستانهای دولتی شهر یزد درسال 1395

Abstract Introduction: One of the first and most important factor in improving the care and treatment processes in measuring the quality of services and accountability of service providers see clients. This paper aims to examine the relationship between service quality and responsiveness of the hospital and its relationship with loyal patients in governmental hospitals of Yazd took place in 2015. Methods: This cross-sectional study on 200 patients admitted to government hospitals in Yazd was conducted in 1395. The data service quality questionnaires, the questionnaire was to meet WHO and loyalty questionnaire. Data analysis using SPSS software and using descriptive statistics and Pearson's correlation coefficient was used. Results: The mean (SD) maximum service quality dimensions related to the understanding of disease (3/95 &plusmn; 0/67) and the lowest mean and standard deviation related to the intangible (3/58 &plusmn; 0/63), respectively. Among the aspects to meet the highest mean and standard deviation related to access to social protection network (2/26 &plusmn; 0/88) and the lowest mean and standard deviation of communication with patients (2/55 &plusmn; 0/88), respectively. Loyal mean and standard deviation of (2/55 &plusmn; 0/6), respectively. A significant correlation between the quality of accountability, loyalty and allegiance to meet quality was observed (P<0/05). Conclusion: The results suggest that the quality and responsiveness of patients was effective loyalty. Therefore, managers should also planned in order to improve the quality of service, attention to patients' intangible aspects of culture and promote Responsiveness&nbsp; in the hospital.