Influence of service quality and customer perceived value on customer loyalty with customer satisfaction as a moderating factor
A study based on private elderly care services in China
Bibliographic Data
| ID | 22188192 |
|---|---|
| Authors | Jibing Liu (Rajamangala University of Technology Phra Nakhon, corresponding author) |
| Year | 2024 |
| Volume | 8 |
| Issue | 6 |
| Pages | 6316 |
| Publication date | 2024-06-12 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Infrastructure Policy and Development (JOURNAL) |
| Journal identifiers | ISSN: 2572-7923 • E-ISSN: 2572-7931 |
| Publisher | EnPress Publisher (PUBLISHER) |
| DOI | 10.24294/jipd.v8i6.6316 |
| OpenAlex | W4399596207 |
| Language | EN |
| References cited | 3 |
Amidst China’s escalating aging population challenge, the efficacy and quality of private elderly care services are garnering increasing scrutiny. This research focuses on evaluating how service quality and customer perceived value influence the loyalty of elderly clients, with customer satisfaction acting as a mediating factor. Grounded in established service quality frameworks and loyalty theories, the study utilizes a quantitative methodology, administering surveys across eight private elderly care institutions in H city, China. A total of 600 surveys were collected, providing a comprehensive data set that encompasses five dimensions of service quality—tangibility, assurance, responsiveness, reliability, and empathy—as well as customer perceived value, satisfaction, and loyalty. Structural Equation Modeling (SEM) was employed to validate the hypothesized relationships. Findings reveal that service quality significantly boosts customer perceived value and satisfaction, which in turn markedly enhance customer loyalty. Notably, customer satisfaction emerged as a crucial mediator between service quality and loyalty, as well as between perceived value and loyalty. This study not only advances theoretical understanding of service quality impacts but also offers actionable insights for enhancing service delivery and customer loyalty in the context of private elderly care
Business · Customer advocacy · Customer satisfaction · Loyalty · Loyalty business model · Service quality · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Patient Satisfaction in Healthcare · Psychology · Marketing
| Citation velocity | historical |
|---|---|
| Highly cited | No |