Towards an Improved Health Service Quality Delivery and Patient Loyalty: Does Satisfaction Really Matter?

Geoffrey Bentum-Micah; Wenxin Wang; Moses A. Ameyaw; Zhiqiang Ma; Victor Bondzie-Micah

Volume 7, Issue 4 , April 2020, , Pages 173-188

  The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the ...  Read More

The Antecedes of Service Quality and Patients’ Satisfaction Equally Drive Patients’ Loyalty in Private Healthcare Delivery: Thinking the future

Geoffrey Bentum-Micah; Wenxin Wang; Moses A. Ameyaw; Zhiqiang Ma; Victor Bondzie-Micah

Volume 7, Issue 2 , February 2020, , Pages 86-101

  The healthcare industry in developing nations has recorded high progress rate in recent years, leading an initiative varied studies into the examination of patients’ comparative and varied views with regards to private healthcare providers service delivery. This study objectively focused on the ...  Read More

Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage

Hema Raviadaran; Omkar Dastane; Muhamad Yusnorizam Ma’arif; Nurhizam Safie Mohd Satar

Volume 6, Issue 10 , October 2019, , Pages 709-730

  Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage ...  Read More

Individual’s Cultural Orientation and Perceived Service Quality in the Hospitality Industry

Courage Simon Kofi Dogbe; Wisdom Wise Kwabla Pomegbe; Sampson Ato Sarsah; Charles Oduro Acheampong Otoo

Volume 6, Issue 4 , April 2019, , Pages 313-346

  The study assessed the effects of individual’s cultural orientation on perceived service quality in the hospitality industry. The study focused on nine (9) rated hotels (3 to 5-star rating) in Ghana. In all, 676 clients were selected from these hotels within a period of 3 months. The dimensions ...  Read More

Measurement of Customer Satisfaction with Service Quality: Study of Fashion Chain Stores in Lithuania

Rita Bendaravičienė; Beatričė Vilkytė

Volume 6, Issue 2 , January and February 2019, , Pages 113-128

  As the needs and expectations of customers for the quality of products and services grow, companies are constantly faced with challenges in order to remain on the market, build customer loyalty and to be competitive. Companies, operating in a fashion industry encounter an extremely dynamic business environment ...  Read More

Assessing the Quality of Applied Services in Mobile Customer Relationship Management: Case Study of Banking Informatics Corporations in Iran

Seyed Hossein Siadat; Sara Shafahi

Volume 4, Issue 4 , April 2017, , Pages 367-378

  Today’s organizations need to promote profitability, reduce costs, increase market share, increase customers’ satisfaction and other cases that cause to increase validity and create value and meet organizational strategy, while reducing risks and costs in order to gain values and innovation ...  Read More

Reinvestigating Key Factors of Customer Satisfaction Affecting Customer Retention for Fast Food Industry

Omkar Dastane; Intan Fazlin

Volume 4, Issue 4 , April 2017, , Pages 379-400

  It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction ...  Read More

A Gender-Based Approach: Service Quality and Customer’s Loyalty

Qaisar Iqbal; Basheer Ahmad; Adeel Nasim

Volume 3, Issue 12 , December 2016, , Pages 822-836

  This study explores moderating role of branch managers as gender on the service quality and customer’s loyalty in Private Banks of Pakistan. This study seeks additional insights through comparison of the strength of influence of gender as male and female. Data was collected using convenient sampling ...  Read More

Service Quality about Health Sector of UK and Pakistan: A Comparative Study

Qaisar Iqbal; Siti Hasnah Binti Hassan

Volume 3, Issue 9 , September 2016, , Pages 473-485

  The aim of this study is to determine mean comparison and identify similarities for all five dimensions of service quality between public hospitals in London city, UK and private hospitals in Attock city of Pakistan on the basis of patient’s perception. Data was collected from patients through ...  Read More

Factors Affecting the Service Quality and Customer Satisfaction in Telecom Industry of Pakistan

Uzma Anjum; Junaid Aftab; Qurrat-ul-Ain Sultan; Mohammad Ahmed

Volume 3, Issue 9 , September 2016, , Pages 509-520

  The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Therefore, we took five service quality dimensions (empathy, reliability, ...  Read More

Conceptualization of the Factors Affecting the Quality of Mobile Health Services of Active SMEs in Healthcare System

Mohammad Reza Meigounpoory; Seyed Mojtaba Sajadi; Iran Danehzan

Volume 1, Issue 4 , November 2014, , Pages 311-321

  Development of new technologies, particularly information technology (IT) has a great impact on the health care area and the quality of life style. IT advancement and integration of the internet and digital technologies in mobile health (M-Health) platform has made the health care delivery, affordable ...  Read More