IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v10y2020i4p2158244020982304.html
   My bibliography  Save this article

An Investigation of the Relationship Among Medical Center’s Image, Service Quality, and Patient Loyalty

Author

Listed:
  • Chanchai Phonthanukitithaworn
  • Phaninee Naruetharadhol
  • Nathatenee Gebsombut
  • Raoyrin Chanavirut
  • Wanwipada Onsa-ard
  • Pawanrut Joomwanta
  • Zou Chanyuan
  • Chavis Ketkaew

Abstract

This research aimed to study significant relationships among factors influencing customer satisfaction and loyalty in the health care service industry. In order to test the conceptual framework, structural equation modeling (SEM) was used to analyze the data from 252 respondents (outpatients) at four public and private hospitals in Khon Kaen City, Thailand. This empirical research determined how the health care service image, service quality, and behavioral intentions were interrelated using a scale adapted from Taiwan Customer Satisfaction and American Customer Satisfaction Indices, as the perceived quality variable was designated as a second-order construct. The findings showed that the significant factor impacting customer loyalty is customer satisfaction. Corporate image significantly enhanced both customer expectations (CEs) and perceived service quality. The researchers also observed that perceived service quality was positively related to tangibility, instrumental, and emotional supports in addition to customer satisfaction. In conclusion, this article proposed a thoughtful research scenario for management and corporate/public policymakers at the national level in Thailand. It was observed that a good image could directly enhance perceived service quality for businesses in the health service sector. Short Abstract We aimed to explore the relationship between image, service quality, and patient loyalty in the health service sector. A multivariate analysis (structural equation modeling) was employed to analyze the data from 252 outpatients in Khon Kaen City, Thailand. The conventional service quality model suggests that corporate image influences customer expectation, and then affects perceived service quality, then customer satisfaction, and finally, loyalty. However, this article found that, in the health service sector, a corporate image may directly influence perceived service quality without the customer expectation variable as a mediator.

Suggested Citation

  • Chanchai Phonthanukitithaworn & Phaninee Naruetharadhol & Nathatenee Gebsombut & Raoyrin Chanavirut & Wanwipada Onsa-ard & Pawanrut Joomwanta & Zou Chanyuan & Chavis Ketkaew, 2020. "An Investigation of the Relationship Among Medical Center’s Image, Service Quality, and Patient Loyalty," SAGE Open, , vol. 10(4), pages 21582440209, December.
    • Handle: RePEc:sae:sagope:v:10:y:2020:i:4:p:2158244020982304
    DOI: 10.1177/2158244020982304
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/2158244020982304
    Download Restriction: no
    File URL: https://libkey.io/10.1177/2158244020982304?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Claes Cassel & Peter Hackl & Anders Westlund, 1999. "Robustness of partial least-squares method for estimating latent variable quality structures," Journal of Applied Statistics, Taylor & Francis Journals, vol. 26(4), pages 435-446.
    2. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    3. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    4. Nadeem, Waqar & Juntunen, Mari & Shirazi, Farid & Hajli, Nick, 2020. "Consumers’ value co-creation in sharing economy: The role of social support, consumers’ ethical perceptions and relationship quality," Technological Forecasting and Social Change, Elsevier, vol. 151(C).
    5. Chavis Ketkaew & Chutima Sukitprapanon & Phaninee Naruetharadhol, 2020. "Association between retirement behavior and financial goals: A comparison between urban and rural citizens in China," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1739495-173, January.
    6. Chavis Ketkaew & Martine Van Wouwe & Preecha Vichitthamaros & Duanpen Teerawanviwat, 2019. "The Effect of Expected Income on Wealth Accumulation and Retirement Contribution of Thai Wageworkers," SAGE Open, , vol. 9(4), pages 21582440198, December.
    7. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
    8. Zimand-Sheiner, Dorit & Ryan, Tanya & Kip, Sema Misci & Lahav, Tamar, 2020. "Native advertising credibility perceptions and ethical attitudes: An exploratory study among adolescents in the United States, Turkey and Israel," Journal of Business Research, Elsevier, vol. 116(C), pages 608-619.
    9. Brodie, Roderick J. & Whittome, James R.M. & Brush, Gregory J., 2009. "Investigating the service brand: A customer value perspective," Journal of Business Research, Elsevier, vol. 62(3), pages 345-355, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Phaninee Naruetharadhol & Sasichakorn Wongsaichia & Shenying Zhang & Chanchai Phonthanukitithaworn & Chavis Ketkaew, 2022. "Understanding Consumer Buying Intention of E-Commerce Airfares Based on Multivariate Demographic Segmentation: A Multigroup Structural Equation Modeling Approach," Sustainability, MDPI, vol. 14(15), pages 1-20, July.
    2. Siraphat Padthar & Phaninee Naruetharadhol & Wutthiya Aekthanate Srisathan & Chavis Ketkaew, 2024. "From Linear to Circular Economy: Embracing Digital Innovations for Sustainable Agri-Food Waste Management among Farmers and Retailers," Resources, MDPI, vol. 13(6), pages 1-29, June.
    3. Teerapong Pienwisetkaew & Peerapong Wongthahan & Phaninee Naruetharadhol & Sasichakorn Wongsaichia & Chonnipa Vonganunsuntree & Siraphat Padthar & Santi Nee & Ping He & Chavis Ketkaew, 2022. "Consumers’ Intention to Purchase Functional Non-Dairy Milk and Gender-Based Market Segmentation," Sustainability, MDPI, vol. 14(19), pages 1-25, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lim, Xin-Jean & Cheah, Jun-Hwa & Ng, Siew Imm & Kamal Basha, Norazlyn & Liu, Yide, 2021. "Are men from Mars, women from Venus? Examining gender differences towards continuous use intention of branded apps," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    2. Sumaira Kayani & Humaira Kayani & Khisro Kaleem Raza & Saima Kayani & Weijian Li & Michele Biasutti, 2022. "Interpersonal Factors Affecting Adolescents’ Career Exploration in PAKISTAN," Sustainability, MDPI, vol. 14(13), pages 1-12, June.
    3. Paulson Gjerde, Kathy A. & Slotnick, Susan A., 2004. "Quality and reputation: The effects of external and internal factors over time," International Journal of Production Economics, Elsevier, vol. 89(1), pages 1-20, May.
    4. Xu, Xiao-Yu & Jia, Qing-Dan & Tayyab, Syed Muhammad Usman, 2024. "Exploring the stimulating role of augmented reality features in E-commerce: A three-staged hybrid approach," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    5. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    6. Ting Chi & Olabisi Adesanya & Hang Liu & Rebecca Anderson & Zihui Zhao, 2023. "Renting than Buying Apparel: U.S. Consumer Collaborative Consumption for Sustainability," Sustainability, MDPI, vol. 15(6), pages 1-16, March.
    7. Youn Kue Na & Sungmin Kang, 2018. "Sustainable Diffusion of Fashion Information on Mobile Friends-Based Social Network Service," Sustainability, MDPI, vol. 10(5), pages 1-23, May.
    8. Chen, Chun-Chu & Huang, Wei-Jue & Petrick, James F., 2016. "Holiday recovery experiences, tourism satisfaction and life satisfaction – Is there a relationship?," Tourism Management, Elsevier, vol. 53(C), pages 140-147.
    9. Ayodeji Emmanuel Oke & Ahmed Farouk Kineber & Mohamed Elseknidy & Fakunle Samuel Kayode, 2023. "Radio frequency identification implementation model for sustainable development: A structural equation modeling approach," Sustainable Development, John Wiley & Sons, Ltd., vol. 31(3), pages 1824-1844, June.
    10. Gonzalez, George C. & Sharma, Pratyush N. & Galletta, Dennis F., 2012. "The antecedents of the use of continuous auditing in the internal auditing context," International Journal of Accounting Information Systems, Elsevier, vol. 13(3), pages 248-262.
    11. Rajdeep Grewal & Murali Chandrashekaran & F. Robert Dwyer, 2008. "Navigating Local Environments with Global Strategies: A Contingency Model of Multinational Subsidiary Performance," Marketing Science, INFORMS, vol. 27(5), pages 886-902, 09-10.
    12. Musarra, Giuseppe & Kadile, Vita & Zaefarian, Ghasem & Oghazi, Pejvak & Najafi-Tavani, Zhaleh, 2022. "Emotions, culture intelligence, and mutual trust in technology business relationships," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    13. Aprihatiningrum Hidayati, 2020. "The Effect of Perceived Value and Satisfaction on Repeat Purchase," GATR Journals jmmr255, Global Academy of Training and Research (GATR) Enterprise.
    14. Talat Islam & Saima Ahmad & Ishfaq Ahmed, 2023. "Linking environment specific servant leadership with organizational environmental citizenship behavior: the roles of CSR and attachment anxiety," Review of Managerial Science, Springer, vol. 17(3), pages 855-879, April.
    15. Qian, Lixian & Yin, Juelin & Huang, Youlin & Liang, Ya, 2023. "The role of values and ethics in influencing consumers’ intention to use autonomous vehicle hailing services," Technological Forecasting and Social Change, Elsevier, vol. 188(C).
    16. Talwar, Shalini & Kaur, Puneet & Escobar, Octavio & Lan, Sai, 2022. "Virtual reality tourism to satisfy wanderlust without wandering: An unconventional innovation to promote sustainability," Journal of Business Research, Elsevier, vol. 152(C), pages 128-143.
    17. Ramendra Pratap Singh & Neelotpaul Banerjee, 2018. "Exploring the Influence of Celebrity Credibility on Brand Attitude, Advertisement Attitude and Purchase Intention," Global Business Review, International Management Institute, vol. 19(6), pages 1622-1639, December.
    18. Minnema, Alec & Bijmolt, Tammo H.A. & Gensler, Sonja & Wiesel, Thorsten, 2016. "To Keep or Not to Keep: Effects of Online Customer Reviews on Product Returns," Journal of Retailing, Elsevier, vol. 92(3), pages 253-267.
    19. Saliha Anwar & Tayyaba Rafique, 2022. "Development Of Service Quality Scale In Online Higher Education," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(1), pages 53-62, March.
    20. Inman, J.J. & Zeelenberg, M., 2002. "Regret in repeat purchase versus switching decisions : The attenuating role of decision justifiability," Other publications TiSEM 44060120-bd30-40e0-a97f-f, Tilburg University, School of Economics and Management.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:sagope:v:10:y:2020:i:4:p:2158244020982304. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.