Loyalty, perceived value and relationship quality in healthcare services

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

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Dimensionality of frontline employee friendliness in service encounters

Journal of Service Management ◽

10.1108/josm-07-2019-0214 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Melanie F. Boninsegni ◽

Olivier Furrer ◽

Anna S. Mattila

Keyword(s):

Relationship Quality ◽

Relationship Marketing ◽

Quantitative Research ◽

Factor Model ◽

Perceived Value ◽

Measurement Instrument ◽

Critical Determinant ◽

Content Type ◽

Frontline Employee ◽

Quantitative Survey

PurposeThis article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect influence on repatronage intentions. Recent studies suggest FLE friendliness, defined as a tendency to convey an affective customer–employee social interaction, is a critical determinant of relationship marketing, but few scholars agree on its dimensionality. This study seeks a deeper understanding of FLE friendliness by investigating its different dimensions in various service contexts.Design/methodology/approachThe mixed-method design, including both qualitative and quantitative research, offers a deeper understanding of the phenomenon of FLE friendliness.FindingsThe content analysis suggests FLE friendliness is multidimensional and composed of humorous, informal, conversational, and approachable behaviors. The results of a quantitative survey, conducted across four service contexts, validate this four-factor model. A second quantitative survey across two service contexts reveals the weights and relative importance of the dimensions, and then a third quantitative survey across three service contexts confirms that FLE friendliness is a significant driver of relationship quality, perceived value, and repatronage intentions (indirectly).Originality/valueThis study contributes to relationship marketing literature by strengthening the conceptual foundations of FLE friendliness, clarifying the dimensionality of the construct, developing a comprehensive measurement instrument, and extending previous research on the customer–employee interactions.

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Perceived relationship quality and post‐purchase perceived value

European Journal of Marketing ◽

10.1108/03090560710821233 ◽

2007 ◽

Vol 41 (11/12) ◽

pp. 1392-1422 ◽

Cited By ~ 148

Author(s):

Miguel A. Moliner ◽

Javier Sánchez ◽

Rosa M. Rodríguez ◽

Luís Callarisa

Keyword(s):

Relationship Quality ◽

Perceived Value ◽

Post Purchase

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An integrative model of patients’ perceived value of healthcare service quality in North Cyprus

Archives of Public Health ◽

10.1186/s13690-021-00738-6 ◽

2021 ◽

Vol 79 (1) ◽

Author(s):

Mert Sanıl ◽

Fehiman Eminer

Keyword(s):

Service Quality ◽

Structural Equation ◽

Healthcare Service ◽

Perceived Value ◽

Healthcare Services ◽

Theory And Practice ◽

Integrative Model ◽

North Cyprus ◽

The Impact

Abstract Background Improving healthcare quality has become an essential objective for all health institutions worldwide to address the need to improve services, manage costs and satisfy patient expectations about the quality of care. As health is one of the leading service sectors of the North Cyprus economy, analysing patients’ perceived value of healthcare service quality is crucial. In this research, a comparative analysis of existing models revealed affordability, acceptability and accessibility as the leading modern service quality indicators affecting patients’ perceived value of healthcare service quality. The quality of services is a leading factor impacting business competition and retention dictated by the current market. This study aimed to investigate the factors that influence patient perceptions of healthcare service quality in North Cyprus. Methods A self-administered questionnaire was carried out among 388 patients of public and private hospitals in North Cyprus, and the data were analysed using partial least squares-structural equation modelling. Results Empirical results highlight that the acceptability of healthcare services is a prerequisite for perceiving a high value of service quality. The affordability and accessibility of services, respectively, were less effective. Results concerning mediating effects confirm that acceptability could fully mediate the relationship between affordability and perceived value and could partially mediate the impact of accessibility on the perceived quality of healthcare services. Conclusion This study contributes to healthcare theory and practice by developing a conceptual framework to provide policymakers and managers with a practical understanding of factors that affect healthcare service quality.

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GOLDEN ERA FOR REHABILITATION SCIENCES WITH ENORMOUS CHALLENGES

Pakistan Journal of Rehabilitation ◽

10.36283/pjr.zu.7.1/007 ◽

2018 ◽

Vol 7 (1) ◽

pp. 1-2

Author(s):

Dr. Haider Darain

Keyword(s):

Occupational Therapy ◽

Healthcare Services ◽

Health Sciences ◽

National Standards ◽

Rehabilitation Centers ◽

Language Pathology ◽

The Moment ◽

Rehabilitation Needs ◽

Quality In Healthcare ◽

Rehabilitation Sciences

Education in rehabilitation sciences have seen a boom in the last two decades in Pakistan and a variety of undergraduate and postgraduate courses have been introduced in the country. Up gradation of BS physical therapy into DPT program, BS Occupational Therapy into Doctor of Occupational Therapy, introduction of BS programs in Allied Health Sciences including Speech and Language pathology, Respiratory therapy, prosthetics and orthotics are glimpses of development of rehabilitation sciences in the country. Moreover, establishment of new rehabilitation centers have increased in number and a variety of patients with different rehabilitation needs. These new centers might be helpful to fulfill the potential up coming demand and competition for quality in healthcare services in the country. It seems plausible that with enhanced skills of the professionals produced in the field of rehabilitation, the demand of consumers for having best quality will raise and sooner the need of having set national standards for these professions will be realized by the concerned authorities. At the moment, the authorities seem least interested in the formation of regularity bodies for individual profession.

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E-service usage and satisfaction in Botswana

African Journal of Economic and Management Studies ◽

10.1108/ajems-03-2017-0061 ◽

2018 ◽

Vol 9 (1) ◽

pp. 2-13 ◽

Cited By ~ 3

Author(s):

Olumide Olasimbo Jaiyeoba ◽

Totwana Tito Chimbise ◽

Mornay Roberts-Lombard

Keyword(s):

Service Quality ◽

Insurance Industry ◽

Perceived Value ◽

Sampling Technique ◽

Healthcare Services ◽

Systematic Sampling ◽

Service Usage ◽

Content Type ◽

Medical Aid ◽

E Mail

Purpose The purpose of this paper is to establish the level of usage of e-services (websites and e-mail) by Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical Aid (PULA) customers; the level of satisfaction; perceived value; and benefits derived from the website and e-mail services. Design/methodology/approach In total, 200 BPOMAS members and 100 PULA members were sampled. Systematic sampling technique was used to select the participants. A questionnaire mainly guided by the E-S-QUAL and E-RecS-QUAL scales was designed to gain an in-depth understanding of customers’ perceptions and experiences of e-service quality. Findings It was established that there is a positive and significant relationship between the usage of e-services and benefits derived from e-services and between the usage of e-services and satisfaction. In addition, a nexus of relationship was observed between perceived value of the e-services and satisfaction. Research limitations/implications The management of healthcare services in Botswana needs to understand customers’ value perceptions of e-services and e-service quality in order to establish where to make the most of their efforts. Practical implications The managers of healthcare insurance providers should consider stepping up e-service usage and satisfaction levels, supported by client-centred training programmes, to assist clinicians deliver care to the expectation of patients. Originality/value There is an acute lack of research in the Botswana context, particularly into the link between e-service usage and satisfaction in the health insurance industry. This paper contributes to the extant literature by elucidating the nexus of relationship between e-service usage and satisfaction in Botswana.

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