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ISSN 1895-2038, e-ISSN:1734-459X

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Issue 4/ 2016, article 7

Azman Ismail, Yusrizal Sufardi Mohd Yunan

SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

Abstract:

Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty.

Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose.

Results: The outcomes of SmartPLS path model analysis showed that service quality dimensions, namely tangible, reliability, responsiveness, assurance and empathy were significantly correlated with customer satisfaction and customer loyalty.

Conclusions: This finding confirms that the capability of service providers to appropriately implement the quality dimensions in providing medical services has enhanced customer satisfaction and customer loyalty in the organizational sample.

Keywords: logistics, service quality, customer satisfaction, customer loyalty, army medical centers, SmartPLS

Full text available in in english in format: Adobe Acrobat pdf article nr 7 - pdf

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DOI: 10.17270/J.LOG.2016.4.7
For citation:

MLA Ismail, Azman, and Yusrizal Sufardi Mohd Yunan. "SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY." Logforum 12.4 (2016): 7. DOI: 10.17270/J.LOG.2016.4.7
APA Azman Ismail, Yusrizal Sufardi Mohd Yunan (2016). SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY. Logforum 12 (4), 7. DOI: 10.17270/J.LOG.2016.4.7
ISO 690 ISMAIL, Azman, YUNAN, Yusrizal Sufardi Mohd. SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY. Logforum, 2016, 12.4: 7. DOI: 10.17270/J.LOG.2016.4.7
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