Workdiamond2014

The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry

Olgun Kitapçı · Ceylan Akdogan · İ̇brahim Taylan Dörtyol

317 citations0/0 files storedProcedia - Social and Behavioral Sciences

No readable copy stored yet — this record is metadata only.

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

Abstract

The aims of this study are investigating the effect of service quality (SQ) dimensions on satisfaction, identifying the effect of satisfaction on word of mouth (WOM) communication and repurchase intention (RI) and searching a significant relationship between WOM and RI. Improving CS and delivering SQ help service providers to differentiate the offering. Thus our motive is to find out that the statement is true for healthcare industry. This study has adopted the work of Parasuraman et al.’s SERVQUAL variables. A structural equation model (SEM) that utilizes data from 369 patients facing a range of services is used and finds that empathy and assurance dimensions are positively related to customer satisfaction. However, customer satisfaction has a significant effect on WOM and RI which are found highly related.

Citations in this library

Stored only when both papers are in the corpus — 317 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1991Refinement and reassessment of the SERVQUAL scale.1998Customer Satisfaction and Word of Mouth

Cited by

2021Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness 2022E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions 2021Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country 2018Does price sensitivity and price level influence store price image and repurchase intention in retail markets?2020

Imported from OpenAlex (CC0) — nothing here is generated.