The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry

KİTAPCI O., Akdogan C., Dortyol İ. T.

2nd International Conference on Strategic Innovative Marketing (IC-SIM), Prague, Çek Cumhuriyeti, 13 - 17 Eylül 2013, cilt.148, ss.161-169 identifier

  • Yayın Türü: Bildiri / Tam Metin Bildiri
  • Cilt numarası: 148
  • Doi Numarası: 10.1016/j.sbspro.2014.07.030
  • Basıldığı Şehir: Prague
  • Basıldığı Ülke: Çek Cumhuriyeti
  • Sayfa Sayıları: ss.161-169
  • Anahtar Kelimeler: Service Quality Dimensions, Customer Satisfaction, Word-Of-Mouth, Repurchase Intention, Hospitality, PERCEIVED VALUE, HOSPITALS, LOYALTY, SCALE, MODEL
  • Akdeniz Üniversitesi Adresli: Evet

Özet

The aims of this study are investigating the effect of service quality (SQ) dimensions on satisfaction, identifying the effect of satisfaction on word of mouth (WOM) communication and repurchase intention (RI) and searching a significant relationship between WOM and RI. Improving CS and delivering SQ help service providers to differentiate the offering. Thus our motive is to find out that the statement is true for healthcare industry. This study has adopted the work of Parasuraman et al.'s SERVQUAL variables. A structural equation model (SEM) that utilizes data from 369 patients facing a range of services is used and finds that empathy and assurance dimensions are positively related to customer satisfaction. However, customer satisfaction has a significant effect on WOM and RI which are found highly related. (C) 2014 Elsevier Ltd.