Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital

Aykaç, D. Selcen Ö.; Aydın, Serkan; Ateş, Metin; Çetin, Ayşe Tansel

doi:10.2139/ssrn.1362601

Cited by 8 publications

(5 citation statements)

References 17 publications

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“…However, it should be noted that relationships among the constructs in this study were examined by the application of simple regression analysis. Ozturkcan et al (2009) proposed a six-dimensional construct of service quality, comprising tangibility, reliability, responsiveness, assurance, courtesy and empathy, and studied the impact of service quality and satisfaction on patients' loyalty at Marmara University Hospital in Turkey. By the application of multiple regression analysis their study indicated significant impact of all proposed service quality dimensions on patient satisfaction and significant impact of reliability, responsiveness and empathy on patients' loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Research on service quality in health care settings indicates that high quality service leads to patient satisfaction and willingness to use services of the same health care provider in the future (Ozturkcan et al, 2009;Kondasani & Panda, 2015;Boakye et al, 2017;Taqdees et al, 2018;Mahmoud et al, 2019). Provision of high quality service by a health care institution has also been recognized as a means of successful differ-entiation among competitors and a source of sustainable competitive advantage leading to improved efficiency, long-term success and organizational sustainability (Ramsaran-Fowdar, 2008; Peer & Mpinganjira, 2011; Boakye et al, 2017; Giovanis et al, 2018;Taqdees et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

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The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Rajić¹,

Milošević

Rakić

2020

Manage: J. Sustainable Bus. Manage, Solutions Emerging Econ.

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Research question: This study aims to investigate the determinants of customer loyalty in a European emerging economy’s health care setting. Motivation: In spite of a rising research interest in the determinants of patients’ loyalty over previous years, scarce attention has been paid to date to simultaneous examination of the influential factors of patients’ loyalty. Although a number of studies have pointed to patients’ perceptions of service quality as an important determinant of loyalty, there is a paucity of research of the impact of service quality, at a disaggregate level, on patients’ loyalty. Idea: To address this knowledge gap, this study builds upon the South Korean health care service quality measurement instrument and, upon supporting its validity in the Serbian health care setting, examines a relative contribution of service quality dimensions and satisfaction to patients’ loyalty. Data: Quantitative research has been performed, by means of a structured questionnaire, on a convenience sample of 300 health care customers in Serbia. Tools: Structural equation modelling (SEM) has been applied to simultaneously examine the impact of service quality dimensions and satisfaction on patients’ loyalty. Findings: Results of the study point to patient satisfaction as the most significant determinant of loyalty, followed by tangibles and concern of other medical staff, which in terms of total effect resulted as statistically significant determinants of loyalty. Findings of this study indicate that managerial attention to these predictors may results in higher levels of patients’ loyalty to the institution. Contribution: This study adds to the body of knowledge on patients’ loyalty and points to the relevance of a more holistic approach in future examinations of customer loyalty in a health care setting.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Rajić¹,

Milošević

Rakić

2020

Manage: J. Sustainable Bus. Manage, Solutions Emerging Econ.

View full text Add to dashboard Cite

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“…There are several past studies concerning service quality in a different population such as customers container haulage company (Shariff et al, 2016); passenger Airport Terminal (Steven, Yazdi & Dresner;2016;Hussain et al, 2015); students in Malaysian public universities (Ali et al, 2016) members of the Korean Port Logistics Association (Yeo et al, 2015); shipping company industrial expert (Pak, Thai & Yeo, 2015); medical health care patients (Ismail & Yunan, 2016;Ismail, Zaki & Rose, 2016;Rao Kondasani & Panda, 2015;Kitapci et al, 2014;Al-Borie & Damanhouri, 2013;Ozturkcan et al, 2009;Baldwin & Sohal, 2003); department store customer (Wong & Sohal, 2003), hotel guest (Su, Swanson & Chen 2016;Akbar et al, 2010); customers at telecommunication firm (Alnsour, Tayeh, & Alzyadat, 2014).…”

Section: Seaport Service Qualitymentioning

confidence: 99%

Port Service Quality as Predictor for Halal Warehouse Adopter Satisfaction

Yunan¹,

Well²,

Osman³

et al. 2017

IJARBSS

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This paper aims to propose a conceptual framework along with a set of research proposition that described the role play by service quality on innovation adopter satisfaction. This study offers an extensive literature review to discover the role play by service quality and on innovation adopter. The new perspective on service quality and customer satisfaction will discuss from the view of innovation adopter. The research model and research proposition are underpinned using diffusion innovation and theory and service quality framework. This study elaborates relation between service quality and halal warehouse adopter satisfaction. The findings of this paper can help port management to improve their service quality from the perspective of their innovation adopter. This paper suggests that service quality can be a predictor for innovation adopter satisfaction and the adoption continuity decision process. This paper also can give an input to the local authority such as Jabatan Kemajuan Islam Malaysia (JAKIM) and Halal Development Corporation regarding the level of service quality on halal logistic practice.

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“…Selcen Ozturkcan et al [1] pointed that in many industries, the provision of quality services, customer satisfaction and customer loyalty has become the most important parameters. Customer satisfaction is the guiding principle of the company's future development and product quality, and its prominent role cannot be ignored.…”

Section: Introductionmentioning

confidence: 99%

The Product Quality Improvement to a New Product’s Survey in ABCtronics

Lu¹,

Liu²

2021

Proceedings of the 2021 International Conference on Enterprise Management and Economic Development (ICEMED 2021)

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Customer satisfaction and product quality play important roles in the company's product sales. Higher product quality and customer confidence promote better corporate governance. ABCtronics has declined in product sales in recent years and received frequent complaints from customers. In order to find out the specific reasons and seek better improvement plans, the company conducted customer questionnaire surveys, collected relevant data, which can conduct robustness test and established multiple linear regression models more reliable to discover relevant factors that affecting customer satisfaction and the company's product sales. Through the test results, which concluded that both overall market demand (in millions) and price per chip (in $) are negatively correlated with ABCtronics' sales volume. However, the economic condition shows a positive relationship with it. In conclusion, it is significant to propose relevant strategies and methods for the company to improve product quality and enhance customer loyalty.

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Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital

Cited by 8 publications

References 17 publications

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Port Service Quality as Predictor for Halal Warehouse Adopter Satisfaction

The Product Quality Improvement to a New Product’s Survey in ABCtronics

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