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Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals)
16 references·1 citing·34 second hop
Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals) (2013)Patient Satisfaction, Trust and Commitmen…Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece (2010)Investigating the impact of s…Relationship quality: a critical literature review and research agenda (2009)Relationship quality: a criti…Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)Relationships and impacts of …Relationship value and relationship quality (2006)Relationship value and relati…Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry (2004)The relationships between ser…Business Research Methods (2003)Business Research MethodsThe Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Research methods for business: A skill building approach (1993)Research methods for business…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Applied Service Marketing Theory (1982)An Applied Service Marketing …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (2019)PERAN NILAI PELANGGAN MEMEDIA…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Understanding Attitudes and Predicting Social Behavior (1980)Advancing formative measurement models (2008)A review of twenty years of SERVQUAL research (2009)Determinants of customer repurchase intention in online shopping (2009)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Sampling Methods in Research Methodology; How to Choose a Sampling Technique for Research (2016)Validity and Reliability of the Research Instrument; How to Test the Validation of a Questionnaire/Survey in a Research (2016)Research Methods in Business Studies (2020)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1993Research methods for business: A skill building approach16,985 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2003Business Research Methods2,327 cited
  • 2006Measuring Service Quality in E-Retailing1,056 cited
  • 2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study772 cited
  • 1982An Applied Service Marketing Theory771 cited
  • 2006Relationship value and relationship quality763 cited
  • 2009Relationship quality: a critical literature review and research agenda477 cited
  • 2010Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece

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402 cited
  • 2004The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry336 cited
  • Cited by

    • 2019PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN10 cited