From Brand Loyalty to Customer Loyalty

Pearson, Stewart

doi:10.1007/978-1-349-13771-8_7

Cited by 2 publications

(3 citation statements)

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“…The quality of health care services encompasses meeting the needs of both patients and professionals (professional quality); optimizing resource utilization; minimizing errors, delays, and inefficiencies; and complying with overarching regulations (management quality) (Korwar, 1997;Suguanthi & Shanthi, 2017). Pearson (1996) defined customer loyalty as the mindset of customers who hold favourable attitudes towards a company, commit to repurchasing the company's products or services, and recommend them to others. Similarly, Oliver (1999) defines loyalty as "a deeply held commitment to consistently repurchase a preferred product or service in the future, even in the face of situational influences and marketing efforts that may encourage switching behaviours."…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Harriet,

Arthur,

Komunda

et al. 2024

JSS

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This study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities in Mbarara City. It specifically focused on how service quality affects customer retention and loyalty, and how loyalty in turn influences retention. A cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare centres, with their customers serving as the subjects of the investigation. The study distributed self-administered closed-ended questionnaires to the participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the research objectives, Pearson correlation was utilized to examine the relationships between the variables under investigation, while Ordinary Least Square regression was employed to assess the model's predictive capability. The study revealed a noteworthy positive relationship between service quality and customer loyalty, as well as a significant positive correlation between customer loyalty and customer retention. However, it was determined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive responsiveness of the doctors and other employees in the health centres, ensuring that the patients are assured of quality service and equipping the health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among private health care services in Mbarara City.

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Section: Service Qualitymentioning

confidence: 99%

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Harriet,

Arthur,

Komunda

et al. 2024

JSS

View full text Add to dashboard Cite

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“…However, for companies that utilize these types of services as ancillary to other services they offer, they can help to create higher customer satisfaction with the service organization. Given the proliferation of services offered through the internet (Pearson, 2012), this is another area that is expected to grow in the future.…”

Section: Classification Model For Online Servicesmentioning

confidence: 99%

“…Online services have become a growing part of the service sector and are expected to keep growing in the future. Pearson (2012, p. 195) reports that “65 per cent of service transactions are expected to take place online, so your customers are either talking with you or they are talking behind your back.” In addition, the types of organizations offering services online, which used to be the domain of brick and mortar businesses (e.g. travel agencies and certified public accounting firms), are expected to multiply in the future.…”

Section: Introductionmentioning

confidence: 99%

Classification model and e-loyalty implications for online services

Salegna

2018

IJQSS

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Purpose The majority of past classification models for services have failed to account for the different nature of online services, and therefore, they are not helpful in classifying online services. This paper aims to present a new model for classifying online services, and managerial implications for creating customer loyalty to online service organizations are discussed. Design/methodology/approach This paper presents an overview of the research in service classifications and a classification model for online services based on a review of the services literature. Findings The model for online services presented in this paper classifies online services into four categories: online mass services, online mass e-tailing services, online professional and personal services and online service shops. Originality/value The classification of online services has received very limited research attention; yet, online services represent a rapidly growing area. The model presented in this paper provides a foundation for the further study and research of online services.

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From Brand Loyalty to Customer Loyalty

Cited by 2 publications

References 0 publications

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Classification model and e-loyalty implications for online services

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