Service Quality, Patient Satisfactions And Loyalty In Public Healthcare
Patient loyalty has been considered to be a pivotal contributor for success of any organisation. The need for proper healthcare is considered as potentially beneficial for private healthcare services exclusively. Hospital industry is concerned about the increasing trend of private healthcare service...
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Published: |
2019
|
| Subjects: | |
| Tags: | Add Tag |
| id |
my-mmu-ep.7680 |
|---|---|
| record_format |
uketd_dc |
| spelling |
my-mmu-ep.76802020-06-26T03:04:40Z Service Quality, Patient Satisfactions And Loyalty In Public Healthcare 2019 Gohain, Kastury HF5410-5417.5 Marketing. Distribution of products Patient loyalty has been considered to be a pivotal contributor for success of any organisation. The need for proper healthcare is considered as potentially beneficial for private healthcare services exclusively. Hospital industry is concerned about the increasing trend of private healthcare services. If this continues the state government hospitals are likely to lose their patients. The goal of this study was to explore the relationship of service quality factors on patient loyalty of public healthcare centres‘ service quality. This research further investigated if patient satisfaction mediated the relationship between hospital service quality and patient‘s loyalty. This study is a cross sectional research conducted using self-administrated questionnaire. A total of 576 completed questionnaires were obtained within the period of data collection. The data were then analysed using Structural Equation Modelling (SEM) method to assess the relationship between the assumed variables. 2019 Thesis http://shdl.mmu.edu.my/7680/ http://library.mmu.edu.my/library2/diglib/mmuetd/ phd doctoral Multimedia University Faculty of Management |
| institution |
Multimedia University |
| collection |
MMU Institutional Repository |
| topic |
HF5410-5417.5 Marketing Distribution of products |
| spellingShingle |
HF5410-5417.5 Marketing Distribution of products Gohain, Kastury Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| description |
Patient loyalty has been considered to be a pivotal contributor for success of any organisation. The need for proper healthcare is considered as potentially beneficial for private healthcare services exclusively. Hospital industry is concerned about the increasing trend of private healthcare services. If this continues the state government hospitals are likely to lose their patients. The goal of this study was to explore the relationship of service quality factors on patient loyalty of public healthcare centres‘ service quality. This research further investigated if patient satisfaction mediated the relationship between hospital service quality and patient‘s loyalty. This study is a cross sectional research conducted using self-administrated questionnaire. A total of 576 completed questionnaires were obtained within the period of data collection. The data were then analysed using Structural Equation Modelling (SEM) method to assess the relationship between the assumed variables. |
| format |
Thesis |
| qualification_name |
Doctor of Philosophy (PhD.) |
| qualification_level |
Doctorate |
| author |
Gohain, Kastury |
| author_facet |
Gohain, Kastury |
| author_sort |
Gohain, Kastury |
| title |
Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| title_short |
Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| title_full |
Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| title_fullStr |
Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| title_full_unstemmed |
Service Quality, Patient Satisfactions And Loyalty In Public Healthcare |
| title_sort |
service quality, patient satisfactions and loyalty in public healthcare |
| granting_institution |
Multimedia University |
| granting_department |
Faculty of Management |
| publishDate |
2019 |
| _version_ |
1747829663845056512 |