The Mediating Role of Perceived Service Quality in the Effect of Patient Relationship Management Practices on Institutional Commitment

This study, which was carried out with the aim of determining whether the perceived service quality played a mediating role in the effect of patient relationship management practices on institutional commitment for patients receiving services from health establishments and whether this differed according to the demographic characteristics of patients in terms of both outpatients and inpatients, was conducted on 824 outpatients and 850 inpatients in a training and research hospital of a university in Turkey. According to the results of the study, it was found out that the perceived service quality played a mediating role in the effect of patient relationship management practices on institutional commitment in both outpatients and inpatients, and the mediating role of the perceived service quality in the effect of patient relationship management practices on institutional commitment differed according to all the demographic characteristics (gender, marital status, age, educational status, and hospital preference) in outpatients and only the ages and hospital preferences of the patients in inpatients.