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The objective of this study was to identify and verify factors that influence patient loyalty through judgement sampling of patients at hospitals. A total of 614 structured questionnaires were distributed with an effective sample size of 586 and a 95% return rate. Our results showed that patient loyalty was influenced by statistically significant factors such as age, education, profession, marital status, place of residence, condition of patient, number of visits, frequency of visits, and reason for visits. The hospital image, perceived medical-service quality, and satisfaction were positively correlated with patient loyalty and were significant predictor variables at 51.4%. This research can not only help hospitals understand how to retain patients but can also help hospitals improve, provide high-quality service, and enhance their image. The findings may be used as a reference for hospital management and patient services.

In this paper, we introduce a factor 'internet shopping anxiety' that influences the behaviours of online consumers while engaging in e-tailing services. In previous studies which deal with anxiety, consumer anxiety and its associated coping behaviours were of particular concern. Here, we explore and empirically validate the relationships between internet shopping anxiety and coping behaviour of online consumer, and use e-tailing service quality and trust in website (system) as moderating factors. All of the survey participants were screened with the shopping experience on retailers' websites and 221 questionnaires were returned. Internet shopping anxiety is found to have a negative relationship with active coping and expressive support-seeking, whereas it is positively associated with avoidance. The results also support our speculation of e-tailing service quality in interacting with internet shopping anxiety on online consumer coping.

This study aims to discuss the relationship among web equity, internet anxiety and consumer’s coping behaviour. The study surveyed and collected the responses of 204 university consumers with internet usage experience from their role playing in scenario situations. The results indicated that web equity has a negative significant influence on consumer’s internet anxiety as expected by the study. Further, the results showed that different degree of internet anxiety significantly contributes to the use of active coping, expressive support seeking and avoidance. As compared to consumers with high levels of internet anxiety, consumers with low levels of internet anxiety tend to adopt active coping or expressive support seeking. Finally, consumers with high levels of internet anxiety are found to have greater tendency in applying avoidance than those with low levels of internet anxiety.