An Empirical Test of Customer Retention-Perceived Quality Link: Strategic Management Implications

Onyeaso, Godwin; Adalikwu, Chris

doi:10.54155/jbs.25.1.53-71

Cited by 4 publications

References 3 publications

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Patient Retention at Dental School Clinics: A Marketing Perspective

Makarem

Coe

2014

Journal of Dental Education

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The purpose of this investigation was to examine the drivers of patient retention at dental school clinics from a services marketing perspective. An analysis of patient characteristics at Virginia Commonwealth University School of Dentistry, screened between August 2010 and July 2011 (N=3604), was performed using descriptive statistics, cross-tabulations, and a binary logistic regression. The main indings were that 42 percent of patients in the study were retained and that no response to communication efforts (36 percent) and inancial problems (28 percent) constituted the most common reasons for non-retention. Older age, having insurance, and living within a sixty-mile radius were signiicant drivers of retention (p<0.05). Patients who had completed disease control treatments had a signiicantly higher retention rate (62 percent) than those who did not (42 percent). Finally, some groups of dental students had higher retention rates than others (p<0.05), indicating that service providers were a driver of retention. The resulting insights beneit dental schools in recruiting patients with the greatest likelihood of returning for care, providing dental students with skills to better service them, and consequently increasing retention. This will lead to providing a continuum of care and student education and to ensuring the sustainability and quality of the school's educational programs.

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Patient Retention at Dental School Clinics: A Marketing Perspective

Makarem

Coe

2014

Journal of Dental Education

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Service quality and satisfaction in the banking sector

Fatima

Razzaque

2014

International Journal of Quality &Amp; Reliability Management

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Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis. Findings – Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality. Research limitations/implications – The study has been conducted on one single country and focused on one type of services – banking services. Therefore, future research endeavors may consider different countries as well as a variety of services. Practical implications – Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction. Originality/value – The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.

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E-learning: Investigating students' acceptance of online learning in hospitality programs.

Song

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A special thank you goes to my major professor, Dr. Robert Bosselman. In spite of having very busy schedule as Chair of Apparel, Educational Study, and Hospitality Management (AESHM), Dr. Bosselman guided me by providing constructive comments and suggestions to assist me in deciding my sample, distributing and collecting data, and writing my research paper. Without Dr. Bosselman's immediate feedback, patience, and positive expectations toward me, I could not have successfully completed this project.My appreciation also extends to my entire committee members, including Drs. Zheng, Rajagopal, Hurst, and Shelley. Especially, I appreciate Dr. Hurst's efforts for providing me advice, while she was expecting twins. Dr. Shelley kindly responded to me even during summer break and eagerly spared his time for advising me in the statistical matters for this study.From the bottom of my heart, I'd like to express appreciation to the program directors of the hospitality programs who participated in this study. Without their participation and support, I would not have been able to obtain meaningful results and implications for this study. Thanks to the participants of these programs, I believed I could conduct a multiinstitutional study, examining online learners' perspectives in hospitality programs for the first time. I appreciate Drs. Lea Dopson, KiJoon Back, HG Parsa, Rick Perdue, and Pearl Brewer for their efforts and their valuable time.Finally, I appreciate my parents, brothers and sisters, and friends, including Locety,

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An Empirical Test of Customer Retention-Perceived Quality Link: Strategic Management Implications

Cited by 4 publications

References 3 publications

Patient Retention at Dental School Clinics: A Marketing Perspective

Patient Retention at Dental School Clinics: A Marketing Perspective

Service quality and satisfaction in the banking sector

E-learning: Investigating students' acceptance of online learning in hospitality programs.

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