Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty

Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital ac...

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Main Author:	Azimian, Mohammad
Format:	Thesis
Language:	English
Published:	2018
Subjects:	H Social Sciences (General)
Online Access:	http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf
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id	my-utm-ep.98245
record_format	uketd_dc
spelling	my-utm-ep.982452022-11-23T08:16:49Z Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty 2018 Azimian, Mohammad H Social Sciences (General) HD Industries. Land use. Labor Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital accreditation on customer satisfaction and customer loyalty in the Malaysian healthcare industry. The research examined five factors of service quality: responsiveness, assurance, tangibility, empathy, reliability. This study utilized nonprobability convenient sampling to gather the data from 20 private hospitals that promote medical tourism in Klang Valley, Malaysia. A total of 378 medical tourists participated in the survey. Statistical tests carried out include descriptive statistics, internal consistency, reliability and validity. Correlation analysis was also conducted to determine the relationships of the variables. In addition, the analysis also included the PLS Structural Equation Modeling (SEM). The main finding shows that service quality and customer satisfaction have a direct effect on customer loyalty. Also, the findings show there is a positive relationship between service quality and customer satisfaction, service quality and customer loyalty, hospital accreditation on customer satisfaction, and customer satisfaction on customer loyalty. However, hospital accreditation has no positive effect on patient loyalty. The findings of this study are useful to managers, board of directors and stakeholders of private hospitals to understand influential factors on patients' satisfaction and loyalty. 2018 Thesis http://eprints.utm.my/id/eprint/98245/ http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:142860 phd doctoral Universiti Teknologi Malaysia, Razak Faculty of Technology & Informatics Razak Faculty of Technology & Informatics
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	H Social Sciences (General) H Social Sciences (General)
spellingShingle	H Social Sciences (General) H Social Sciences (General) Azimian, Mohammad Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
description	Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital accreditation on customer satisfaction and customer loyalty in the Malaysian healthcare industry. The research examined five factors of service quality: responsiveness, assurance, tangibility, empathy, reliability. This study utilized nonprobability convenient sampling to gather the data from 20 private hospitals that promote medical tourism in Klang Valley, Malaysia. A total of 378 medical tourists participated in the survey. Statistical tests carried out include descriptive statistics, internal consistency, reliability and validity. Correlation analysis was also conducted to determine the relationships of the variables. In addition, the analysis also included the PLS Structural Equation Modeling (SEM). The main finding shows that service quality and customer satisfaction have a direct effect on customer loyalty. Also, the findings show there is a positive relationship between service quality and customer satisfaction, service quality and customer loyalty, hospital accreditation on customer satisfaction, and customer satisfaction on customer loyalty. However, hospital accreditation has no positive effect on patient loyalty. The findings of this study are useful to managers, board of directors and stakeholders of private hospitals to understand influential factors on patients' satisfaction and loyalty.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Azimian, Mohammad
author_facet	Azimian, Mohammad
author_sort	Azimian, Mohammad
title	Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_short	Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_full	Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_fullStr	Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_full_unstemmed	Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_sort	relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
granting_institution	Universiti Teknologi Malaysia, Razak Faculty of Technology & Informatics
granting_department	Razak Faculty of Technology & Informatics
publishDate	2018
url	http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf
_version_	1776100565016641536

Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty

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