EXQ: measurement of healthcare experience quality in Malaysian settings

Kashif, Muhammad and Melatu Samsi, Siti Zakiah and Awang, Zainudin and Mohamad, Mahadzirah (2016) EXQ: measurement of healthcare experience quality in Malaysian settings. International Journal of Pharmaceutical and Healthcare Marketing, 10 (1). pp. 27-47. ISSN 1750-6123

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Official URL: http://doi.org/10.1108/IJPHM-03-2015-0011

Abstract

The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a customer perspective. The current study aims to contribute in this domain of knowledge and validate EXQ scale by linking it to marketing outcomes of satisfaction, loyalty and word of mouth in Malaysian private healthcare settings.

Item Type: Article
Uncontrolled Keywords: Healthcare, Marketing, Malaysia, SEM, EXQ
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management
Divisions: Faculty of Business (FOB)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 21 Feb 2017 07:54
Last Modified: 21 Feb 2017 07:59
URI: http://shdl.mmu.edu.my/id/eprint/6463

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