Service Quality, Patient Satisfactions And Loyalty In Public Healthcare


Gohain, Kastury (2019) Service Quality, Patient Satisfactions And Loyalty In Public Healthcare. PhD thesis, Multimedia University.

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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.

Item Type: Thesis (PhD)
Additional Information: Call No.: HF5415.5 .G64 2019
Uncontrolled Keywords: Customer services—Quality control
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions: Faculty of Management (FOM)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 26 Jun 2020 03:04
Last Modified: 26 Jun 2020 03:04


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