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Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future

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  1. Sandu Siyoto & Albert Ronald Tule, 2019. "Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City," Global Journal of Health Science, Canadian Center of Science and Education, vol. 11(11), pages 149-149, October.
  2. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
  3. Fatemeh Akhyani & Alireza Komeili Birjandi & Reza Sheikh & Shib Sankar Sana, 2022. "New approach based on proximity/remoteness measurement for customer classification," Electronic Commerce Research, Springer, vol. 22(2), pages 267-298, June.
  4. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
  5. Sara Javed & Md. Salamun Rashidin & Mingxia Zhu & Zhexiao Xu & Wang Jian & Siming Zuo, 2021. "Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust," SAGE Open, , vol. 11(1), pages 21582440211, March.
  6. Adjeng Mariana Febrianti & Ruth Margaret Violenta Sihombing & Salsabila Jannatain Catur Soetjipto, 2022. "Determinant of customer satisfaction and loyalty in using online shopping applications," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(2), pages 119-126, March.
  7. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 466-482.
  8. Getahun Demis Alamirew, 2024. "Investigating quality service and student satisfaction: evidence from College of Business & Economics, University of Gondar, Ethiopia," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-22, December.
  9. Mohamed Ismail, 2023. "The Effect of Social Contacts on the Uptake of Health Innovations among Older Ethnic Minorities in the UK: A Mixed Methods Study," Sustainability, MDPI, vol. 15(14), pages 1-19, July.
  10. Shodiya Olayinka ABIDEEN & Raji Olajide ALADE & Al’Hassan-Ewuoso HADIR OLASUNKANMI, 2023. "Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 89-99.
  11. Li, Feng & Lu, Hui & Hou, Meiqian & Cui, Kangle & Darbandi, Mehdi, 2021. "Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality," Technology in Society, Elsevier, vol. 64(C).
  12. Lim, Weng Marc, 2020. "An equity theory perspective of online group buying," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  13. Faithmercy Wanyi Muthigah & David Kiragu & Anne Sang, 2022. "Effect of financial capability on customer relationship management in private hospitals in Kenya," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 4(1), pages 68-76, January.
  14. Adnan Muhammad Shah & Xiangbin Yan & Samia Tariq & Salim Khan, 2021. "Listening to the patient voice: using a sentic computing model to evaluate physicians’ healthcare service quality for strategic planning in hospitals," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(1), pages 173-201, February.
  15. Ana Isabel Muro-Rodríguez & Israel Roberto Pérez-Jiménez & Andrea Esteban-Dorado & María Pilar Martínez-Ruiz, 2021. "Food Values, Satisfaction, and Loyalty: Some Evidence in Grocery Retailing Acquired during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(7), pages 1-15, April.
  16. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
  17. Audrezet, Alice & Parguel, Béatrice, 2018. "Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 285-295.
  18. Eduard Cristobal-Fransi & Francisco Hernández-Soriano & Berta Ferrer-Rosell & Natalia Daries, 2019. "Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective," Sustainability, MDPI, vol. 11(13), pages 1-18, July.
  19. Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
  20. Wu, Hung-Che & Ai, Chi-Han & Cheng, Ching-Chan, 2019. "Experiential quality, experiential psychological states and experiential outcomes in an unmanned convenience store," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 409-420.
  21. María del Carmen Valls Martínez & Alicia Ramírez-Orellana & Mayra Soledad Grasso, 2021. "Health Investment Management and Healthcare Quality in the Public System: A Gender Perspective," IJERPH, MDPI, vol. 18(5), pages 1-24, February.
  22. Minjung Cho, 2023. "Evaluating Therapeutic Healthcare Environmental Criteria: Architectural Designers’ Perspectives," IJERPH, MDPI, vol. 20(2), pages 1-34, January.
  23. María del Carmen Valls Martínez & Alicia Ramírez-Orellana, 2019. "Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling," IJERPH, MDPI, vol. 16(24), pages 1-18, December.
  24. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
  25. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Van Kiet, Truong & , Le thi Phuong Lien, 2020. "Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam," OSF Preprints at3nu, Center for Open Science.
  26. Haq, Mahin & Moazzam, Muhammad & Khan, Abdul Salam & Ahmed, Waqas, 2023. "The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  27. Cho, Jihoon & Janda, Swinder, 2023. "Reciprocity in upward product line extensions: A longitudinal study," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  28. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
  29. Jinsoo Park & EuiBeom Jeong, 2019. "Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis," Sustainability, MDPI, vol. 11(13), pages 1-21, July.
  30. Li-Chun Hsu, 2018. "Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context," IJERPH, MDPI, vol. 15(1), pages 1-15, January.
  31. Kim, Yaeri & Seok, Junhee & Roh, Taewoo, 2023. "The linkage between quality of information systems and the impact of trust-based privacy on behavioral outcomes in unmanned convenience store: Moderating effect of gender and experience," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
  32. Hanna Górska-Warsewicz, 2022. "Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review," IJERPH, MDPI, vol. 19(15), pages 1-36, July.
  33. Cláudia Miranda Veloso & Cícero Eduardo Walter & Bruno Sousa & Manuel Au-Yong-Oliveira & Vasco Santos & Marco Valeri, 2021. "Academic Tourism and Transport Services: Student Perceptions from a Social Responsibility Perspective," Sustainability, MDPI, vol. 13(16), pages 1-16, August.
  34. Sun-Weng Huang & James J. H. Liou & Hai-Hua Chuang & Gwo-Hshiung Tzeng, 2021. "Using a Modified VIKOR Technique for Evaluating and Improving the National Healthcare System Quality," Mathematics, MDPI, vol. 9(12), pages 1-21, June.
  35. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
  36. Ahmad Saifalddin Abu-Alhaija & Hosni Shareif Hussein & Almothanna Jamil Abu Allan, 2019. "Relationship between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of its Nature and Approaches," Eurasian Journal of Social Sciences, Eurasian Publications, vol. 7(4), pages 28-39.
  37. Chueh-Chu Ou & Kuan-Liang Chen & Wei-Kuo Tseng & Ya-Yun Lin, 2022. "A Study on the Influence of Conformity Behaviors, Perceived Risks, and Customer Engagement on Group Buying Intention: A Case Study of Community E-Commerce Platforms," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
  38. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.
  39. Naeem Gul Gilal & Jing Zhang & Faheem Gul Gilal & Rukhsana Gul Gilal, 2020. "Bygone days and memories: the effects of nostalgic ads on consumer brand resurrection movements," Journal of Brand Management, Palgrave Macmillan, vol. 27(2), pages 160-180, March.
  40. Antonio Fernández-Martínez & Luis Alberto Dueñas-Dorado & María Rosario Teva-Villén & Alberto Nuviala, 2021. "Consolidation, Stages of Change, and Loyalty among Users of Public Sports and Health Services Aged 12–16," IJERPH, MDPI, vol. 18(19), pages 1-15, September.
  41. Alice Giese & Rasheda Khanam & Son Nghiem & Thomas Rosemann & Michael M. Havranek, 2024. "Patient-reported experience is associated with higher future revenue and lower costs of hospitals," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 25(6), pages 1031-1039, August.
  42. Christo A Bisschoff & Heinrich C Barnard, 2019. "A Model to Measure the Service Quality of Pharmaceutical Wholesalers," Journal of Economics and Behavioral Studies, AMH International, vol. 11(3), pages 23-38.
  43. Chen, Mu-Chen & Hsu, Chia-Lin & Lee, Li-Hung, 2020. "Investigating pharmaceutical logistics service quality with refined Kano's model," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
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