中文摘要：

目的了解慢性病患者忠诚度现状，并分析患者忠诚度的影响因素，为提高患者忠诚提供参考。方法选取2014年4月-2015年12月北京市20家市属医院住院患者满意度调查数据库中共计10774例慢性病患者数据进行统计学描述并采用多元线性回归进行影响因素分析。结果北京市属医院慢性病患者忠诚度处于较高水平。年龄、户籍地址、总体满意度和感知服务质量中的治疗效果、医务人员态度、是否讲解出院后康复和服药方法、办理入院和出院手续便捷、病区环境安静整洁、签署知情同意书、注意保护隐私、膳食服务是患者忠诚度的影响因素。结论管理者和医疗服务提供者应针对性提高慢性病患者感知服务质量和总体满意度，从而培养患者忠诚。

英文摘要：

Objective To investigate the status of patient loyalty with chronic diseases, and to analyze the influen cing factors for improvement. Methods A total of 10774 chronic diseases patients＇ data from April 2014 to December 2015 in hospitals in Beijing were selected from inpatients satisfaction survey database for analysis, and multiple linear re gression analysis was used to explore the influencing factors. Results Patient loyalty score was in relatively high level. Age, registered residence, overall satisfaction and perceived service quality （treatment effect, medical staff＇s politeness, rehabilitation and medicine lectures before discharge, admission and discharge formalities, the wards environment, informed consent, privacy protection, dietary services） were the influencing factors of patient loyalty. Conclusion Managers and healthcare providers should improve the perceived service quality and overall satisfaction of patients with chron- ic diseases, in order to improve the patient loyalty.