文章基本信息

标题：SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY
本地全文：下载
作者：Azman Ismail ; Yusrizal Sufardi Mohd Yunan
期刊名称：LogForum
电子版ISSN：1734-459X
出版年度：2016
卷号：12
期号：4
DOI：10.17270/J.LOG.2016.4.7
出版社：Poznań School of Logistics
摘要：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.
关键词：logistics; service quality; customer satisfaction; customer loyalty; army medical centers; SmartPLS