Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital
Istanbul Bilgi University
affiliation not provided to SSRN
Ayse Tansel Cetin
March 19, 2009
International Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi), March 19-21, 2009, Antalya, Turkey
This study employs six dimensions of service quality scale that is developed by Carman (2000) and Kara et al. (2005) to better understand the factors underlying healthcare customers' perceptions of service quality. These dimensions investigated are namely tangibility, reliability, responsiveness, assurance, courtesy and empathy. Sampling has been conducted at the Marmara University Hospital between June 1st and July 15th 2007. Purposive convenient sampling has been employed to 183 inpatients. Through a 5 point Likert-type scale, healthcare customers' expectations of a perfect service provider has been compared with the practices Marmara University Hospital to determine if there are any gaps. Quality of the Marmara University Hospital's healthcare services has been analyzed together with its effects on customer satisfaction and customer loyalty through a regression analysis.
Number of Pages in PDF File: 11
Keywords: Service quality, Customer satisfaction, Customer loyalty, Healthcare services
JEL Classification: M10working papers series
Date posted: March 19, 2009 ; Last revised: June 22, 2009
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