Kondasani Rama Koteswara Rao, Panda Rajeev Kumar
School of Management, National Institute of Technology, Rourkela, Rourkela, India.
Int J Health Care Qual Assur. 2015;28(5):452-67. doi: 10.1108/IJHCQA-01-2015-0008.
The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers.
DESIGN/METHODOLOGY/APPROACH: In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers.
Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception.
Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers.
ORIGINALITY/VALUE: This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.
本文旨在分析感知服务质量和客户满意度如何导致对医疗服务提供商的忠诚度。
设计/方法/途径：共有475名医院患者参与了对印度五家私立医院的问卷调查。采用描述性统计、因子分析、回归分析和相关性统计来分析客户感知服务质量及其如何导致对服务提供商的忠诚度。
结果表明，服务寻求者与服务提供商的关系、设施质量以及与辅助人员的互动对客户感知有积极影响。
研究结果有助于医疗保健管理人员制定有效策略，以确保为客户提供更高质量的服务。本研究有助于医疗保健管理人员建立客户对医疗服务的忠诚度，从而吸引和赢得更多客户。
原创性/价值：本文将帮助医疗保健管理人员和服务提供商分析客户对印度私立医疗服务的感知及其忠诚度。
