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Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future · Study

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Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future

Appalayya Meesala, Justin Paul

2016-11-25articleJournal of Retailing and Consumer Services668 citationsclosed

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

Abstract

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Citations in this library

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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

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

1992Measuring Service Quality: A Reexamination and Extension

1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

1994Putting the Service-Profit Chain to Work

1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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2019Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

2021Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country

2018Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality

2020A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis

2018New trends in retailing and services

2024Logistics Service Quality and Product Satisfaction in E-Commerce

2022Predicting the antecedents of consumers' intention toward purchase of mutual funds: A hybrid PLS‐SEM‐neural network approach

2019Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee

Details

Year2016

Typearticle

VenueJournal of Retailing and Consumer Services

Languageen

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Identifiers

doi10.1016/j.jretconser.2016.10.011

openalex_workW2552837632

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