The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry

Christo Boshoff · Beverley Gray

336 citations0/0 files storedSouth African Journal of Business Management

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Customer Service Quality and Loyalty Patient Satisfaction in Healthcare Healthcare Quality and Satisfaction

Abstract

The objective of this study was to investigate whether superior service quality and superior transaction-specific customer satisfaction will enhance loyalty (as measured by purchasing intentions) among patients in the private health care industry. The research design allowed an assessment of the relative impact of individual dimensions of service quality and transaction-specific customer satisfaction on two dependent variables, namely loyalty (as measured by intentions to repurchase) and customer satisfaction, the latter measured as ‘overall’ or cumulative satisfaction.The results reveal that the service quality dimensions Empathy of nursing staff and Assurance impact positively on both Loyalty and Cumulative satisfaction.The customer satisfaction dimensions Satisfaction with meals, Satisfaction with the nursing staff and Satisfaction with fees all impact positively on both Loyalty and Cumulative satisfaction.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979Review of Psychometric theory (2nd ed.).1993The Antecedents and Consequences of Customer Satisfaction for Firms 1996Measuring Brand Equity Across Products and Markets 1994A Meta-Analysis of Cronbach's Coefficient Alpha 1982An Investigation into the Determinants of Customer Satisfaction

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