本文以济南某三甲医院的263名医疗服务消费者(患者)为样本,对服务消费者的满意度、感知价值和消费忠诚之间的关系进行了实证研究。结果表明,满意度是感知价值影响消费忠诚的中介变量,感知价值是消费忠诚的最终来源。其应用意义在于,在医院管理中,不能仅停留于对患者满意度的测评,应在功能、情感、社会3个方面为患者提供高水平的服务。 In this paper, a case study of 263 medical service consumers (patients) in a top three hospital in Jinan conducted an empirical study on the relationship between service consumer satisfaction, perceived value and consumer loyalty. The results show that satisfaction is the mediating variable of perceived value affecting consumer loyalty, and perceived value is the ultimate source of consumer loyalty. Its application significance lies in that in the hospital management, it can not only stay in the evaluation of patient satisfaction, and should provide patients with high level of service in terms of function, emotion and society.