Relationship Marketing, Customer Satisfaction and Loyalty: A Theoretical and Empirical Analysis From an Asian Perspective

Ndubisi, Nelson Oly; Malhotra, Naresh K.; Wah, Chan Kok

doi:10.1080/08961530802125134

Cited by 73 publications

(63 citation statements)

References 32 publications

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“…From table 10 and according to Baron and Kenny (1986), there is significant indirect effect of healthcare quality on patient trust through patient satisfaction. This result providing support for H4 according to increase in the coefficient of determination (R2) from (0.330) to (0.451) and decrease in the beta coefficients from (0.574) to (0.167) by the introduction of the mediator (patient satisfaction) into the model (e.g., Ndubisi et al 2009). The indirect effects on the dependent variable (patient trust) can be drived by multiplying the sequential beta weights along the given path (0.844 * 0.666) (e.g.…”

Section: Insert Figure 2 Herementioning

confidence: 91%

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Alrubaiee¹,

Alkaa'ida²

2011

IJMS

180

151

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The main purpose of this study is to investigate the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction. Study aim also to test the significance of socio-demographic variables in determining healthcare quality, patient satisfaction, and patient trust. Patient perception of healthcare quality was measured using modified SERVQUAL model and results indicate that it appears to be a consistent and reliable scale. Finding indicate that, while patient perception of healthcare quality has a strong and positive impact on the patient satisfaction and patient trust , patient satisfaction has also significant impact on patient trust. Moreover, patient satisfaction appears to play an important mediating role in increasing the strength of the association between healthcare quality and patient trust in healthcare service provider. Results confirm the varying importance of some socio-demographic variables on patient perception of healthcare quality, patient satisfaction, and patient trust. It has also been found that private hospitals have higher overall healthcare quality than public hospitals. Study indicate that patient of private hospitals are more satisfied and feel more trust in healthcare service provider than public hospitals.

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Section: Insert Figure 2 Herementioning

confidence: 91%

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Alrubaiee¹,

Alkaa'ida²

2011

IJMS

180

151

View full text Add to dashboard Cite

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“…Finally, customer satisfaction has been hypothesised to be an important antecedent in fostering customer retention (Gil, Hudson, & Quintana, 2006) since it can influence a purchaser"s decision to continue their relationship with the organisation or the service provider (Ndubisi, Malhotra, & Chan, 2009). Magi & Julander, (2009) studied that among grocery stores in Sweden showed a positive relationship between perception about services quality, customer satisfaction and customer loyalty.…”

Section: Journal Of Entrepreneurship and Business Innovationmentioning

confidence: 99%

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi¹,

Yasmeen²

2014

jebi

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Lack perceived quality in Saudi Arabia has been repeatedly identified as one of the most formidable barriers to people for engaging in customer loyalty.Despite, the widespread establishment of shopping malls all over the country, the statistics revealed that Saudi consumers, although trying grocery shopping in some shopping malls, still prefer to do their grocery shopping activities in traditional grocery stores and convenience stores (Othaim, 2012).This paper provides an overview perceived service quality and customer satisfaction which affect Saudi customer loyalty and it reviews relevant previous studies that investigate the relationships among said three variables. This paper provides the critical remarks and direction for future research.

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“…Furthermore, Morgan (2009) noted that a dissatisfied customer may relate a bad experience to 5 to 15 other people, eroding potential patronage of the service provider. Satisfaction is an important precursor in promoting customer repurchase behaviour (Tsai & Haung, 2007), as it can affect a buyer's decision to continue a relationship with the organisation (Ndubisi, Malhotra & Chan 2009). …”

Section: Customer Satisfactionmentioning

confidence: 99%

Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa

Dubihlela¹

2014

MJSS

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Relationship Marketing, Customer Satisfaction and Loyalty: A Theoretical and Empirical Analysis From an Asian Perspective

Cited by 73 publications

References 32 publications

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa

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