scholarly journals Relationship between customer satisfaction and customer loyalty in the clinical laboratory of the University Hospital of Kinshasa, Democratic Republic of the Congo

2021 ◽  
Vol 9 (1) ◽  
pp. 35-43
Author(s):  
Chabo Byaene Alain ◽  
◽  
Mabela Matendo Rostin ◽  
Konde Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Democratic Republic ◽  
Clinical Laboratory ◽  
Linear Regression Analysis ◽  
Theory And Practice ◽  
University Hospital ◽  
Republic Of The Congo ◽  
The University ◽  
The Relationship

The customer satisfaction-customer loyalty association is one of the most vital relationships for marketing theory and practice. However, there is a lack of consensus in the literature and among researchers about the causal link between the two concepts. The purpose of this research is to determine the strength and direction of the relationship between customer satisfaction and customer loyalty in a clinical laboratory. This study proposes a mathematical model examining the relationship among two variables: customer satisfaction and customer loyalty. It is based on the survey data collected from 330 attending physicians in the University Hospital of Kinshasa. The chi-square test of independence and linear regression analysis techniques are used to investigate the relationship between the two variables. The key findings of the study indicate that customer satisfaction and customer loyalty are related (χ2 = 226.978, df = 1, p < 0.001). There is a strong positive significant linear relationship between the two variables (r = 0.892, N = 330, p < 0.001). The R2 value of 0.795 reveals that customer satisfaction accounts for 79.5% of the variation in customer loyalty. The mean customer loyalty value increases by 0.945 for every one unit change in customer satisfaction (loyalty = 0.945satisfaction + 0.347). Customer loyalty is a function of customer satisfaction. Laboratory management should concentrate on customer satisfaction to improve customer loyalty and, thus, assure laboratory survival in the current competitive environment. Keywords: Customers’ satisfaction, clinical laboratory, Democratic Republic of the Congo, Customers’ loyalty.

scholarly journals Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo

2021 ◽  
Vol 9 (1) ◽  
pp. 44-50
Author(s):  
Chabo Byaene Alain ◽  
◽  
Mabela Matendo Rostin ◽  
Konde Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Democratic Republic ◽  
Clinical Laboratory ◽  
Turnaround Time ◽  
University Hospital ◽  
Laboratory Services ◽  
Republic Of The Congo ◽  
The University

The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians and to identify factors associated with satisfaction and priorities for quality improvement. A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority. The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I = 0.944, P = 4.7), laboratory turnaround time (I = 0.932, P = 4.8), and availability of all the tests requested by physicians (I = 0.917, P = 4.9) were the most important opportunities for quality improvement. The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians. Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

scholarly journals Development and Validation of a Customer Satisfaction Measuring Instrument with Laboratory Services at the University Hospital of Kinshasa, Democratic Republic of the Congo (DRC)

2021 ◽  
Vol 11 (05) ◽  
pp. 481-498
Author(s):  
Chabo Byaene Alain ◽  
Mabela Makengo Matendo Rostin ◽  
Konde Nkiama Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
Kayembe Nzongola-Nkasu Donatien ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Democratic Republic ◽  
University Hospital ◽  
Measuring Instrument ◽  
Laboratory Services ◽  
Republic Of The Congo ◽  
The University ◽  
Development And Validation

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL PEMODERASI (STUDI KASUS PADA KONSUMEN GOJEK DI KOTA BANJARMASIN)

2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Boy Sapto Suryo Subiantoro
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Absolute Difference ◽  
Consumer Loyalty ◽  
Test Results ◽  
The Relationship

The presence of transportation services in the network is currently a separate phenomenon in the community. Where many services are provided in order to facilitate consumers both in terms of transportation and other services. And to find out the relationship between service quality and consumer loyalty, both directly and through customer satisfaction variables in consumers of transportation companies in the network, namely Gojek in Banjarmasin, the research was conducted using data collection media, namely questionnaires. Testing data using multiple linear regression analysis, as well as through the test results of the multak difference. Based on multiple linear regression testing conducted, it is known that both together and partially service quality variables and customer satisfaction can affect customer loyalty with a significant value obtained below the level of significant 5%. While testing the relationship of service quality to customer loyalty through customer satisfaction by performing the absolute difference test results in a significant value of 0.157 or more than the level of significant 0.05 so that the results are declared no influence.Keywords: Quality of Service, Consumer Satisfactions, Consumer Loyalty, Online Transportation Service

scholarly journals Sustainable Tourism: The Moderating Effect of Tourists’ Educational Background in the Relationship Between Green Practices and Customer Satisfaction

2018 ◽  
Vol 7 (4.34) ◽  
pp. 21
Author(s):  
Zainudin Awang ◽  
Y. Yusnita ◽  
Asyraf Afthanorhan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Educational Background ◽  
Education Level ◽  
Tourism Industry ◽  
Theory And Practice ◽  
Equation Modeling ◽  
Green Practices ◽  
The Relationship

The tourism industry is one of the largest and fastest growing economic sectors in the world and has contributed to world economic growth. Since the tourism industry is among those directly related to the environment, green tourism has an important role in the environment management system, especially practices that have the ability to reduce negative impacts onto the environment. Green initiatives are considered part of the programs adopted in many parts of the tourism sector. This article examines the influence of green practices and a green image towards customer satisfaction and customer loyalty. To test the theoretical framework, some 385 data were analysed using Structural Equation Modeling (SEM). Results revealed that green practices have stronger effects on customer satisfaction compared to a green image. The moderation test indicated that tourists’ educational background moderates the relationship between green practices and customer satisfaction, where the effect among tourists with a high education level is higher compared to those with a low education level. Further analysis showed that green practices and a green image lead to customer loyalty indirectly through customer satisfaction. The results present many implications towards theory and practice as far as the tourism industry is concerned.  

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals Predictors of mortality in COVID-19 patients at Kinshasa University Hospital, Democratic Republic of the Congo (from March to June 2020)

2020 ◽  
Vol 37 ◽  
Author(s):  
Ben Izizag Bepouka ◽  
Madone Mandina ◽  
Jean Robert Makulo ◽  
Murielle Longokolo ◽  
Ossam Odio ◽  
...  
Keyword(s):  
Democratic Republic ◽  
University Hospital ◽  
Predictors Of Mortality ◽  
Republic Of The Congo
Sign in / Sign up

Export Citation Format

Share Document