Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital

International Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi), March 19-21, 2009, Antalya, Turkey

11 Pages Posted: 19 Mar 2009 Last revised: 22 Jun 2009

See all articles by Selcen Ozturkcan

Selcen Ozturkcan

Department of Marketing, School of Business and Economics, Linnaeus University

Serkan Aydin

Türk Telekom Veri Ambarı ve Is Zekası Grup Müdürlügü

Metin Ates

Marmara University

Ayse Tansel Cetin

Sabanci University

Date Written: March 19, 2009

Abstract

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.

Keywords: Service quality, Customer satisfaction, Customer loyalty, Healthcare services

JEL Classification: M10

Suggested Citation

Ozturkcan, Selcen and Aydin, Serkan and Ates, Metin and Tansel Cetin, Ayse, Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital (March 19, 2009). International Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi), March 19-21, 2009, Antalya, Turkey. Available at SSRN: https://ssrn.com/abstract=1362601 or http://dx.doi.org/10.2139/ssrn.1362601

Selcen Ozturkcan (Contact Author)

Department of Marketing, School of Business and Economics, Linnaeus University ( email )

Kalmar, SE-391 82
Sweden
+46 (48) 049-7189 (Phone)

HOME PAGE: http://lnu.se/en/staff/selcen.ozturkcan/

Serkan Aydin

Türk Telekom Veri Ambarı ve Is Zekası Grup Müdürlügü ( email )

Büyükdere Cd. Prof. Dr. Bülent Tarcan Sk.
İstanbul 34349
Turkey

Metin Ates

Marmara University ( email )

Goztepe Campus
Istanbul, Istanbul 34840
Turkey

Ayse Tansel Cetin

Sabanci University ( email )

Orta Mahalle Üniversite Caddesi 27
Istanbul, Orhanli, 34956 Tuzla 34956
Turkey

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