Service quality as a predictor of customer satisfaction and customer loyalty

Ismail, A.; Yunan, Y. M.

doi:10.17270/J.LOG.2016.4.7

Artykuł - szczegóły

Tytuł artykułu

Service quality as a predictor of customer satisfaction and customer loyalty

Autorzy

Ismail A. , Yunan Y. M.

Treść / Zawartość

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Identyfikatory

DOI

10.17270/J.LOG.2016.4.7

Warianty tytułu

Poziom obsługi klienta jako wskaźnik poziomu zadowolenia klienta oraz lojalności klienta

Języki publikacji

Abstrakty

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.

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.

Słowa kluczowe

logistics service quality customer satisfaction customer loyalty army medical centers SmartPLS

jakość obsługi zadowolenia klienta lojalność klienta wojskowe centra medyczne SmartPLS

Wydawca

Wyższa Szkoła Logistyki

Czasopismo

LogForum

Rocznik

2016

Tom

Vol. 12, no. 4

Strony

269--283

Opis fizyczny

Bibliogr. 79 poz., rys., tab.

Twórcy

autor

Ismail A.

azisma08@gmail.com

Faculty of Economics & Management, Universiti Kebangsaan Malaysia, 43600 Bandar Baru Bangi, Selangor, Malaysia

autor

Yunan Y. M.

yusrizal.yunan@gmail.com

School of Business, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia

Bibliografia

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Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę.

Typ dokumentu

Bibliografia

Identyfikator YADDA

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