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Czasopismo
2016 | 12 | nr 4 | 269-283
Tytuł artykułu

Service Quality as a Predictor of Customer Satisfaction and Customer Loyalty

Treść / Zawartość
Warianty tytułu
Kundenservice als Indikator des Niveaus der Kundenzufriedenheit und -Loyalität
Poziom obsługi klienta jako wskaźnik poziomu zadowolenia klienta oraz lojalności klienta
Języki publikacji
EN
Abstrakty
Wstęp: Poziom obsługi klienta, zadowolenia klienta jak i lojalność klienta to zagadnienia, którym ostatnio poświęca się sporo uwagi w fachowej literaturze dotyczącej ochrony zdrowia. Celem tej pracy było zbadanie występowania zależności pomiędzy jakością obsługi i zadowoleniem klienta jak również zależnością pomiędzy jakością obsługi i lojalnością klienta. Metody Badania zostały przeprowadzone przy użyciu ankiety wśród pacjentów wojskowych centrów medycznych na terenie Zachodniej Malezji.
Wyniki: Wyniki uzyskane przy zastosowaniu analizy SmartPLS wskazują, że takie składowe jakości obsługi jak: konkretność, niezawodność, odpowiedzialność, bezpieczeństwa i empatia są istotnie skorelowane z zadowoleniem klienta oraz lojalnością klienta.
Wnioski: Otrzymane wyniki potwierdzają możliwość dostawcy usług na takie kształtowanie oferowanych usług medycznych, aby zwiększyć poziom zadowolenia klienta oraz jego lojalności. (abstrakt oryginalny)
EN
Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty.
Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose.
Results: The outcomes of SmartPLS path model analysis showed that service quality dimensions, namely tangible, reliability, responsiveness, assurance and empathy were significantly correlated with customer satisfaction and customer loyalty.
Conclusions: This finding confirms that the capability of service providers to appropriately implement the quality dimensions in providing medical services has enhanced customer satisfaction and customer loyalty in the organizational sample. (original abstract)
Czasopismo
Rocznik
Tom
12
Numer
Strony
269-283
Opis fizyczny
Twórcy
autor
  • University Kebangsaan Malaysia
  • University Kebangsaan Malaysia
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