• Login
    View Item 
    •   IIMA Institutional Repository Home
    • Conference Proceedings
    • 1st IIMA International Conference on Advances in Healthcare Management Services
    • View Item
    •   IIMA Institutional Repository Home
    • Conference Proceedings
    • 1st IIMA International Conference on Advances in Healthcare Management Services
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Customer Perceived Service Quality, Satisfaction and Customer Loyalty: An Empirical Test of Mediation in Private Hospitals

    Thumbnail
    View/Open
    CHMS_IC-15-034.pdf (623.4Kb)
    Date
    2015
    Author
    Rama, Koteswara R. K.
    Panda, Rajeev K.
    Metadata
    Show full item record
    Abstract
    The purpose of the study is to examine the impact of perceived service quality on customer satisfaction and customer loyalty, and find mediating role of customer satisfaction was also assessed between perceived service quality and customer loyalty. An integrated research model has been developed by combining the different factors from the existing literature. The validity of the model is tested by applying structural Equation modelling (SEM) approach to data collected from 370 customers including (in-patients & out-patients) in four private hospitals (more than 100 bedded). The reliability and validity of the dimensions are established through Confirmatory Factor Analysis (CFA) using SPSS-AMOS-20 version. The related hypothesis is tested by using SEM. The results indicated that customer satisfaction mediates the relationship between perceived service quality and customer loyalty, the impact of perceived service quality does not lead to customer loyalty without customer satisfaction in Indian private healthcare sector.
    URI
    http://hdl.handle.net/11718/14117
    Collections
    • 1st IIMA International Conference on Advances in Healthcare Management Services [31]

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of IIMA Institutional RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    Login

    Statistics

    View Usage Statistics

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    Atmire NV