The Influence of Medical Course Experience on Satisfaction, Loyalty, and Word-Of-Mouth in Indian Medical Colleges

Pandey, Sakshi; Deshwal, Pankaj

doi:10.1016/j.procs.2018.05.165

Cited by 4 publications

(4 citation statements)

References 19 publications

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“…According to Lai et al (2018), WOM is understood as an active form of advocacy for promoting products or services to friends and relatives. Pandey and Deshwal (2018) actively support the finding that satisfaction emphasizes loyalty and WOM. Research shows that satisfied and dissatisfied customers often informally report their level of Satisfaction via WOM (Jung and Seok, 2017).…”

Section: Hypothesesmentioning

confidence: 52%

Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth

Baudier¹,

Kondrateva

Ammi

et al. 2023

Journal of General Management

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Following the restrictions on movement imposed during the COVID-19 pandemic, the greater demands placed on physicians and many healthcare infrastructures, a large number of health teleconsultation platforms have emerged around the world. The aim of this paper is to obtain a better understanding of the acceptance of teleconsultation platforms by patients. To this end, a survey of 1273 patients was carried out using a teleconsultation platform during the pandemic period in France (from 9 July to 29 October 2020). The questionnaire mobilized existing scales to measure Satisfaction, Perceived Justice and, finally, the intention to disseminate by Word-Of-Mouth (WOM). Data were analysed using a Partial Least Squares approach. The study confirms the impact of Distributive, Informational and Procedural Justice on Satisfaction and the impact of Distributive and Informational Justice on WOM. The findings emphasize the influence of Satisfaction on WOM. The results detect a mediating effect of Satisfaction on WOM and moderating effects of gender, age and long-standing use. This research contributes to both theoretical and practical COVID-19 research and may be used by healthcare professionals to develop teleconsultation services, one of the means of supporting interaction and satisfying patients’ treatment requirements during the pandemic.

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Section: Hypothesesmentioning

confidence: 52%

Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth

Baudier¹,

Kondrateva

Ammi

et al. 2023

Journal of General Management

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“…As international and domestic competition in higher education intensifies, there is growing pressure on universities to improve student satisfaction (Sutherland et al, 2019). In this connection, it is acknowledged that higher education is expected to ensure that the knowledge gained by students can be put to practical use after they complete their studies (Pandey and Deshwal, 2018). Thus, the effective and efficient management of higher education and related practices is vital to achieve sustainable organizational development.…”

Section: Introductionmentioning

confidence: 99%

Key factors influencing word-of-mouth intentions: the case of college freshmen in Taiwan

Hsu

Pan

Yan

et al. 2020

MBE

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Purpose This study aims to examine the key determinants of word-of-mouth intentions among freshmen in a Taiwanese college. It investigates the causal relationships among different indicators of organizational sustainable development. Design/methodology/approach An empirical study is conducted on a sample of 3,159 college freshmen. A survey instrument with 41 measurement items are used to recognize the implementation of management practices at the college level. Descriptive statistical and multiple regression analyzes are performed to analyze the data, using SPSS software. Findings The results show that course identity, professional identity toward teachers, self-identity, learning attitude and satisfaction have a positive and significant impact on word-of-mouth intentions. Among these, satisfaction is the most crucial influencing factor. Colleges, particularly Taiwanese colleges competing in the field of higher education, must identify critical factors influencing the implementation of management practices to increase performance. Practical implications This study’s findings make a valuable contribution to understanding management practices in Taiwanese colleges. In addition, they serve as important guidelines for Taiwanese colleges to implement management practices effectively. The findings can also help improve organizational sustainable development, in view of the new insights they offer on the topic of the determinants of word-of-mouth intentions among Taiwanese college freshmen. Originality/value This study contributes to management practices in Taiwan-based colleges. It provides crucial information for decision-makers involved in the implementation of management practices in colleges and serves as a useful reference for further research in this area.

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“…There were limited studies have been carried out in term of advocacy models in educational institutions, particularly in universities. Several studies have analyzed the impacts of behavioral segmentation on student's loyalty (Susilo, 2016), the impact of cocreation on the loyalty (Giner & Peralt Rillo, 2016), satisfaction levels of university students (Alemu & Cordier, 2017;Arif, Ilyas, & Hameed, 2013;Bryła, 2015;Cheok & Wong, 2015;El-Said & Fathy, 2015;Zedda, Bernardelli, & Maran, 2017), the factors affect student satisfaction, image and loyalty (Hussain, Rahman, Zaheer, & Saleem, 2016;Pandey & Deshwal, 2018;Weerasinghe & Fernando, 2018). Other studies discuss the model of universities 'service qualities (Abdullah & Mohamad, 2016;Chui, Ahmad, Bassim, & Zaimi, 2016;Gobena, 2018;Sultan & Wong, 2012) and the universities' brand images (Ali-Choudhury, Bennett, & Savani, 2009;Palmer, Koenig-Lewis, & Asaad, 2016;Yuan, Liu, Luo, & Yen, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Advocacy is the highest level of loyalty, according to (Griffin & Herres, R., 2002). While other studies such as those conducted by (Heffernan, Wilkins, & Butt, 2018;Pandey & Deshwal, 2018;Pedro, Alves, & Leitão, 2017;Weerasinghe & Fernando, 2018) are focused on analyzing the relationship between experience, service quality, trust and reputation on student satisfaction and loyalty. In addition, this study only involves private universities whereas previous studies analyzed the general and state universities, so the relationships between the variables produced may be different.…”

Section: Introductionmentioning

confidence: 99%

The Advocacy Model of Indonesian Chinese Students, the Affluent Market

Leonnard¹,

Susanti²

2019

INT J INSTRUCTION

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Increasing demand for education services and supply in the number of higher education institutions in Indonesia, both local and foreign universities require private universities to build, improve and sustain their competitiveness. Among others, Indonesian Chinese students are considered as the main consumers of most private universities in Indonesia. The purpose of this study is to investigate the advocacy model of Indonesian Chinese students at private universities Jakarta. A causal design survey was applied out of 250 Indonesian Chinese students. The data were analysed by using the Structural Equation Modelling (SEM) and Lisrel 8.8 software package. The findings revealed that there were positive influences of trust (β = 0.640) and service quality (β = 0.270) on advocacy. The influence of trust as a mediating variable increased the total effect of service quality on advocacy (β = 0.590). Furthermore, service quality (β = 0.510) and image (β = 0.470) were also known to be positively influencing trust. The finding will help managers and leaders of private universities to understand the significant effect of certain factors, especially trust on the advocacy of their students. To improve student trust, the university must maintain and improve the service quality offered.

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The Influence of Medical Course Experience on Satisfaction, Loyalty, and Word-Of-Mouth in Indian Medical Colleges

Cited by 4 publications

References 19 publications

Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth

Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth

Key factors influencing word-of-mouth intentions: the case of college freshmen in Taiwan

The Advocacy Model of Indonesian Chinese Students, the Affluent Market

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