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Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City
16 references·1 citing·35 second hop
Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City (2024)Service Quality, Customer Loyalty and Cus…4 Research Methods: Quantitative and Qualitative Approaches (2023)4 Research Methods: Quantitat…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…A Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…Understanding customer relationship management (CRM) (2003)Understanding customer relati…Consumer trust in an Internet store (2000)Consumer trust in an Internet…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?An Integrated Model of Buyer-Seller Relationships (1995)An Integrated Model of Buyer-…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Research methods for business: A skill building approach (1993)Research methods for business…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…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 Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Determining Sample Size for Research Activities (1970)Determining Sample Size for R…Unveiling excellence in Indian healthcare: a patient-centric PRISMA analysis of hospital service quality, patient satisfaction and loyalty (2025)Unveiling excellence in India…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? (1999)The impact of culture and governance on corporate social reporting (2005)The influence of eWOM in social media on consumers’ purchase intentions: An extended approach to information adoption (2016)Sample Size for Survey Research: Review and Recommendations (2020)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)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)Business Education & Accreditation (2013)Effect of motivation on employee performance of commercial banks in Kenya: A case study of Kenya Commercial Bank in Migori County (2015)Impact of information technology innovation on firm performance in Kenya (2019)Developing and validating a multidimensional consumer-based brand equity scale (2001)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)
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References

  • 1970Determining Sample Size for Research Activities22,093 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1993Research methods for business: A skill building approach17,000 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1999Whence Consumer Loyalty?10,801 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
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  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,136 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,951 cited
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  • 2005A Strategic Framework for Customer Relationship Management2,282 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1995An Integrated Model of Buyer-Seller Relationships2,083 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

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1,508 cited
  • 2003Understanding customer relationship management (CRM)1,260 cited
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    • 2025Unveiling excellence in Indian healthcare: a patient-centric PRISMA analysis of hospital service quality, patient satisfaction and loyalty14 cited