Relationship Among Service Quality, Patient Satisfaction and Patient Loyalty
Case study in Jordan Mafraq hospital
Bibliographic Data
| ID | 22249889 |
|---|---|
| Authors | Mohammad Abdallah Aladwan (Universiti Malaysia Terengganu, corresponding author), Hayatul Safrah Salleh (0000-0001-7275-0570, Universiti Malaysia Terengganu, corresponding author), Marhana Mohamed Anuar (0000-0002-8777-6412, Universiti Malaysia Terengganu, corresponding author), Hosaam ALhwadi (Universiti Malaysia Terengganu, corresponding author), Islam Almomani (Universiti Malaysia Terengganu, corresponding author) |
| Year | 2021 |
| Volume | 5 |
| Issue | S3 |
| Pages | 27-40 |
| Publication date | 2021-07-25 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Linguistics and Culture Review (JOURNAL) |
| Journal identifiers | ISSN: 2690-103X • E-ISSN: 2690-103X |
| Publisher | Scientific and Literature Open Access Publishing (PUBLISHER) |
| DOI | 10.21744/lingcure.v5ns3.1368 |
| OpenAlex | W3210417571 |
| Language | EN |
| Citations received | 5 |
| References cited | 15 |
This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty
Business · Health care · Loyalty · Patient satisfaction · Political science · Service quality · Customer Service Quality and Loyalty · Medicine · Nursing · Organizational and Employee Performance · Organizational Leadership and Management Strategies · Psychology · Marketing
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| Citations per year | 1 |
|---|---|
| Citation span | 2021 - 2024 (4) |
| Highly cited | No |