An Investigation of the Relationship Among Medical Center's Image, Service Quality, and Patient Loyalty
Bibliographic Data
| ID | 3363386 |
|---|---|
| Authors | Chanchai Phonthanukitithaworn (0000-0001-9639-0936, Mahidol University), Phaninee Naruetharadhol (0000-0001-7158-0581, Khon Kaen University), Nathathenee Gebsombut (0000-0003-1822-8751, Khon Kaen University), Nathatenee Gebsombut, Raoyrin Chanavirut (0000-0002-4613-8801, Khon Kaen University), Wanwipada Onsa-Ard (Khon Kaen University), Pawanrut Joomwanta (Khon Kaen University), Zou Chanyuan (Khon Kaen University), Chavis Ketkaew (0000-0003-3506-3725, Khon Kaen University, corresponding author) |
| Year | 2020 |
| Volume | 10 |
| Issue | 4 |
| Publication date | 2020-10-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/2158244020982304 |
| OpenAlex | W3115447054 |
| Language | EN |
| Citations received | 3 |
| References cited | 61 |
This research aimed to study significant relationships among factors influencing customer satisfaction and loyalty in the health care service industry. In order to test the conceptual framework, structural equation modeling (SEM) was used to analyze the data from 252 respondents (outpatients) at four public and private hospitals in Khon Kaen City, Thailand. This empirical research determined how the health care service image, service quality, and behavioral intentions were interrelated using a scale adapted from Taiwan Customer Satisfaction and American Customer Satisfaction Indices, as the perceived quality variable was designated as a second-order construct. The findings showed that the significant factor impacting customer loyalty is customer satisfaction. Corporate image significantly enhanced both customer expectations (CEs) and perceived service quality. The researchers also observed that perceived service quality was positively related to tangibility, instrumental, and emotional supports in addition to customer satisfaction. In conclusion, this article proposed a thoughtful research scenario for management and corporate/public policymakers at the national level in Thailand. It was observed that a good image could directly enhance perceived service quality for businesses in the health service sector. Short Abstract We aimed to explore the relationship between image, service quality, and patient loyalty in the health service sector. A multivariate analysis (structural equation modeling) was employed to analyze the data from 252 outpatients in Khon Kaen City, Thailand. The conventional service quality model suggests that corporate image influences customer expectation, and then affects perceived service quality, then customer satisfaction, and finally, loyalty. However, this article found that, in the health service sector, a corporate image may directly influence perceived service quality without the customer expectation variable as a mediator
Business · Confirmatory factor analysis · Customer advocacy · Customer delight · Customer satisfaction · Loyalty · Loyalty business model · Service quality · Structural equation modeling · Computer Science · Customer Service Quality and Loyalty · Organizational Leadership and Management Strategies · Patient Satisfaction in Healthcare · Psychology · Marketing
Eight Myths About Causality and Structural Equation Models
Collaborative and Iterative Translation
A Dynamic Process Model of Service Quality
Measuring Service Quality
Relationship Quality in Services Selling
Knowledge Management
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
The American Customer Satisfaction Index
A Conceptual Model of Service Quality and Its Implications for Future Research
Service Quality Delivery through Web Sites
Using partial least squares in operations management research
Common Method Bias in Marketing
Index Construction with Formative Indicators
A new criterion for assessing discriminant validity in variance-based structural equation modeling
Sources of Method Bias in Social Science Research and Recommendations on How to Control It
Structural Equation Models with Unobservable Variables and Measurement Error
Consumers’ value co-creation in sharing economy
Structural equation modeling in practice
Testing a New Theory of Patient Satisfaction With Treatment Outcome
Conducting a Street‐Intercept Survey in an Authoritarian Regime
A theory of human motivation
Principles and Practice of Structural Equation Modeling
The Effect of Expected Income on Wealth Accumulation and Retirement Contribution of Thai Wageworkers
| Unique citing works | 3 |
|---|---|
| Citations per year | 0,75 |
| Citation span | 2022 - 2025 (4) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 3 |