scholarly journals Mediator Effect of Brand Image on the Relationship Between Service Quality and Patient Loyalty in the Out Patients Department of the Lady Ridgeway Hospital for Children, Colombo

2021 ◽  
Vol 22 (1) ◽  
pp. 81
Author(s):  
W. K. Wickremasinghe ◽  
G. H. T. N. K. Chandrika
Keyword(s):  
Service Quality ◽  
Brand Image ◽  
Patient Loyalty ◽  
The Relationship

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

2020 ◽  
Author(s):  
Wenyi LIN ◽  
Wanxia Yin
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Brand Image ◽  
Perceived Value ◽  
Survey Study ◽  
Dental Clinics ◽  
Patient Loyalty ◽  
Relationship Of ◽  
The Relationship

Abstract Background: This study seeks to explore the relationship of service quality, brand image, perceived value, service satisfaction and loyalty in China’s private dental clinics. Methods: This is a cross-sectional survey study, being conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected by convenience sampling method. A total of 230 residents were surveyed. Among them, 125 had received services in private dental clinics, being the valid sample of this study. A multiple regression model was run to explore factors influencing patient loyalty. Subsequently, the path analysis was used to understand the relationship of service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results: After controlling for the effect of demographic and socio-economic variables, perceived value and patient satisfaction have significant influences on patient loyalty. The path analysis indicates the perceived value, perceived quality, and expected quality have direct effects on patient satisfaction, and have indirect effects on patient loyalty, with patient satisfaction as a mediator. Additionally, perceived value has a direct and indirect effect on patient satisfaction. Conclusion: This study helps managers in private dental clinics to gain support from customers through building customer loyalty towards dental clinics.

Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction

2020 ◽  
Vol 22 (3) ◽  
pp. 430-445
Author(s):  
Vimla ◽  
Udita Taneja
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Brand Image ◽  
Mediating Effect ◽  
Improve Quality ◽  
Patient Loyalty ◽  
The Relationship ◽  
Improve Patient ◽  
Practical Implications

Purpose: This study aims to analyse brand image (BI)–service quality (SQ)–patient satisfaction (PS)–loyalty in healthcare by understanding BI and SQ modelled as multidimensional constructs in Indian healthcare. Furthermore, the mediating effect from BI to loyalty through SQ and PS is examined. Design/methodology/approach: Analysis of survey data of 210 patients from Indian hospitals reveals that BI directly affects SQ, PS and loyalty, that SQ directly influences PS, that PS directly influences loyalty of patients and that PS and BI are significant determinants of loyalty. Findings: Our findings suggest that BI has both a direct and indirect (through SQ and PS) impact on loyalty of patients. Moreover, the mediation of BI to loyalty through SQ and PS is partial and complementary mediation. Practical implications: By understanding the relationship between BI, SQ, PS and loyalty, managers will be able to better understand the mechanism to enhance loyalty. As BI impacts loyalty indirectly through SQ and PS, managers need to improve quality, which will enhance satisfaction of patients and thus help in the formation of loyal patients. Originality/value: This study shows how the mediating effect of SQ and PS can be used to improve patient loyalty by building positive BI.

scholarly journals The Relationship of Brand Image and Service Quality on Student Loyalty of A University Shop

2019 ◽  
Vol 14 (2) ◽  
pp. 68-79
Author(s):  
Saida Farhanah Sarkam ◽  
Nurul Syafika Mohd Nasir ◽  
Shatina Saad
Keyword(s):  
Service Quality ◽  
Brand Image ◽  
University Management ◽  
Small Companies ◽  
Southern State ◽  
Student Centered ◽  
Student Loyalty ◽  
The University ◽  
Relationship Of ◽  
The Relationship

The study aimed is to examine the relationship of brand image and service quality towards student loyaltyin purchasing at a university shop, namely UniShop, in the southern state of Malaysia. By understandingstudent loyalty, the university management might encourage students to shop at the UniShop and generaterevenues within the campus. The decreasing sales of UniShop are affected by a hypermarket located withinwalking distance to the university in August 2017. From the literature, the entrance of multinationalcompanies might affect the small companies surrounding them, including UniShop which is a smallenterprise. Thus, the research examined student loyalty in purchasing at UniShop by distributingquestionnaires to the students of the university. The researchers used proportionate stratified randomsampling to generalize the finding across all semester students in the university. The findings showed thatbrand image and service quality played an important role in student loyalty. Students were the maincustomers of a university shop, contributed most of the shop’s business sustainability, and generate indirectincome to the university. In order to maintain student loyalty, UniShop has to take some initiatives includingto increase the scale of products, focuses on student-centered services, improve the shop layout, and sellexclusive university merchandise to increase the student's self-belonging to the university products. Keywords: brand image, service quality, student loyalty, university shop

Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives

2016 ◽  
Vol 71 (1) ◽  
pp. 18-44 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Luai E. Jraisat ◽  
Dina J. Kurdieh ◽  
Ruba N. AL-Faouri ◽  
Laila T. Qatu
Keyword(s):  
Service Quality ◽  
Brand Image ◽  
Dead Sea ◽  
Destination Image ◽  
Tourism Destination ◽  
Content Type ◽  
Destination Loyalty ◽  
The Dead ◽  
Tourism Service ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in the Dead Sea tourism destination, Jordan, from international tourists perspectives. The paper also investigates the tourism service quality dimensions from international tourists’ viewpoints. Design/methodology/approach A structured and self-administered survey was used targeting international tourists who were visiting the Dead Sea tourism destination, Jordan. The authors delivered 300 questionnaires to international tourists from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses were performed to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesised relationships of the research model. Findings The empirical findings indicate that tourism service quality is, in fact, a four-dimensional (4D) construct as opposed to five as proposed by the original hypothesised model. The 4D model consists of four facets: assurance-responsiveness, tangible facilities-empathy, reliability and reliability-quality of directions. Also, the results indicate that brand image loaded onto two dimensions named as “physical environment” and “people characteristics”. The structural findings indicate that the four dimensions of tourism service quality have positively and significantly affected destination image. Further, brand image has positively and significantly affected destination loyalty. Finally, destination image fully mediates the relationship between tourism service quality and destination loyalty. Research limitations/implications This paper has examined only five dimensions of tourism service quality that affected destination loyalty directly and indirectly; meanwhile, other service quality dimensions such as technical quality may affect both destination image and destination loyalty. Further, destination image is the only mediator investigated in this paper. Other consumer-based brand equity factors such as brand salience my act as another mediator. Also, this paper investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalisation to other tourism destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined. Practical implications The paper highlights the strategic importance of brand image on the relationship between tourism service quality and destination loyalty. Tourism service quality acts as an antecedent to brand image and the later is essential to destination loyalty. In other words, brand image of the physical environment and people friendless and kindness are the critical linkage that create destination loyalty. Further, an integrated model of tourism service quality, destination image and destination loyalty is required by tourism organisations operating in the Dead Sea destination to win international tourists again. Originality/value This paper represents one of the very few attempts that investigate tourism service quality and destination loyalty through understanding the mediating role of brand image in the Dead Sea destination. Accordingly, it should shed more light into the strategic role of brand image dimensions and how they affect destination loyalty. Further, the paper is the first of its kind to investigate an integrated model of tourism service quality and destination loyalty from international tourist perspectives in Jordan. The main issue here is that tourism organisations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of destination loyalty in an integrated manner.

scholarly journals The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

2021 ◽  
pp. 9-19
Author(s):  
Farid Wadjdi ◽  
Zulkifli Djamin
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Image ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Research Approach ◽  
Probability Sampling ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

scholarly journals Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

2020 ◽  
Vol 1 (5) ◽  
pp. 6-15
Author(s):  
Irma Susanti ◽  
Mappeaty Nyorong ◽  
Sudiro Sudiro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Quality Factors ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Patient Loyalty ◽  
The Relationship ◽  
Pls Method ◽  
Satisfaction Factors

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

scholarly journals Pengaruh Brand Image, Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 3 (5) ◽  
pp. 49
Author(s):  
Alex Witama
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Positive Impact ◽  
Service Center ◽  
Perceived Price ◽  
Convenience Sampling ◽  
The Relationship

It has often been argued that customer satisfaction can contribute significantly to a company’s success in a variety of ways. This study aims to analyze the effect of brand image, perceived price and service quality on customer satisfaction. The method of data collection is convenience sampling. The samples of this research are collected from 109 respondents, who are the customers in one of the biggest smartphone service center in Jakarta. The technique of data analysis used in this study was regression analysis. The result is: the relationship between brand image, perceived price and service quality have a significant and positive impact toward customer satisfaction.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Vol 4 (3) ◽  
Author(s):  
Siti Kulsum ◽  
◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

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