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An evaluation of SERVQUAL and patient loyalty in an emerging country context

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dc.contributor.authorTARIM, MEHVEŞ
dc.contributor.authorsLonial, Subhash; Menezes, Dennis; Tarim, Mehves; Tatoglu, Ekrem; Zaim, Selim
dc.date.accessioned2022-03-12T17:49:00Z
dc.date.available2022-03-12T17:49:00Z
dc.date.issued2010
dc.description.abstractThe growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring customer perceptions of service quality across a wide variety of service environments including healthcare in the US. There is a dearth of research that relates to an evaluation of SERVQUAL across various cultural and economic environments. This empirical study is an attempt to fill this gap by focusing on the healthcare environment in Istanbul, Turkey. In addition to a rigorous evaluation of SERVQUAL using confirmatory factor analysis, measures of internal consistency and discriminant validity, the relationships between the various dimensions of SERVQUAL, an overall measure of service quality and patient loyalty are evaluated using structural equations modelling and path analysis. A number of hypotheses are developed and tested. The results suggest that SERVQUAL and its dimensions of perceived service quality are reliable and valid across cultural and economic environments in the context of healthcare/hospital albeit some need for adaptation. Path analysis indicates that service quality directly affects both overall quality of and feelings toward hospital services. Overall quality affects customer repatronage intentions and feelings towards hospital services. However, no significant relationship was found between service quality and repatronage intention.
dc.identifier.doi10.1080/14783363.2010.487663
dc.identifier.eissn1478-3371
dc.identifier.issn1478-3363
dc.identifier.urihttps://hdl.handle.net/11424/230041
dc.identifier.wosWOS:000280873000003
dc.language.isoeng
dc.publisherROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
dc.relation.ispartofTOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectSERVQUAL
dc.subjectpatient loyalty
dc.subjecthealthcare
dc.subjectTurkey
dc.subjectSERVICE QUALITY
dc.subjectCUSTOMER SATISFACTION
dc.subjectCONSUMER PERCEPTIONS
dc.subjectMARKET SHARE
dc.subjectSCALE
dc.subjectPROFITABILITY
dc.subjectREASSESSMENT
dc.subjectEXPECTATIONS
dc.subjectPARADIGM
dc.subjectCULTURES
dc.titleAn evaluation of SERVQUAL and patient loyalty in an emerging country context
dc.typearticle
dspace.entity.typePublication
local.avesis.idaa25a995-f8c1-4680-9b98-a42d4a5c678a
local.import.packageSS17
local.indexed.atWOS
local.indexed.atSCOPUS
local.journal.numberofpages15
oaire.citation.endPage827
oaire.citation.issue8
oaire.citation.startPage813
oaire.citation.titleTOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
oaire.citation.volume21
relation.isAuthorOfPublication374016fa-ccbc-45cf-87b1-1f33a2433d73
relation.isAuthorOfPublication.latestForDiscovery374016fa-ccbc-45cf-87b1-1f33a2433d73

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