Dataset on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria

Borishade, T. T.; Worlu, Rowland E.K.; Kehinde, Oladele Joseph; Ogunnaike, O.O.; Iyiola, Oluwole; Dirisu, J. O.; Olokundun, Maxwell; Ibidunni, Ayodotun Stephen

doi:10.1016/j.dib.2018.06.079

Cited by 2 publications

(2 citation statements)

References 5 publications

(7 reference statements)

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“…The result suggests that the closer the value to 1, the higher the importance of the factor from the perspective of respondents. This method has been employed by many researchers to quantitatively estimate relative importance in different contexts such as: construction and infrastructure [50], education [51], and healthcare clients' context [52]. The formula of the RII is as follows:…”

Section: Discussionmentioning

confidence: 99%

Investigating Health Managers’ Perspectives of Factors Influencing Their Acceptance of eHealth Services in the Kingdom of Saudi Arabia: A Quantitative Study

Alshahrani

Williams

MacLure

2022

Saudi J Health Syst Res

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Background: Kingdom of Saudi Arabia (KSA) is a country with one of the largest land masses and the most difficult geographical terrain in the Middle East. The accessibility of advanced health services, especially for people in rural areas, has been considered one of the main health challenges. To overcome this problem, many initiatives to embrace technology in healthcare were launched by the Ministry of Health (MOH). Despite the growth of utilizing eHealth interventions in the country, more research related to the end-users’ acceptance of eHealth services remains needed. This study aimed to investigate the relative importance of factors that influence health managers’ acceptance of eHealth services in KSA against behavioural intention (BI) and use behaviour (UB). Methods: An online questionnaire was designed based on two sources: first, the thirty-nine factors identified in a related systematic review to be relevant to eHealth acceptance in KSA, and second, the validated questionnaire adopted from the Unified Theory of Acceptance and Use of Technology (UTAUT) model. Participants were asked to rate the relative importance of the factors. The questionnaire was available in both Arabic and English. Professionals in KSA with a health management role from different backgrounds such as health professions, Health Information Technology, and administration were invited to take part. Participation links were distributed across social media platforms. Ethical approval had been gained. Results: 385 responses were received. Findings highlighted the relative importance of the main determinants that health managers in the KSA thought were important to influence their acceptance of eHealth services. The top rated influential factors were (i) availability of operational resources, (ii) privacy and security of health information, (iii) Information and Communication Technology infrastructure and readiness, (iv) availability of qualified human resources, and (v) quality of eHealth systems and applications. Of the UTAUT constructs, performance expectancy (PE) and social influence, which encapsulate factors such as management support, change resistance, and stakeholders’ voice that can play a crucial role in the acceptance of technology as part of daily work, showed significance to the BI, as well as facilitating conditions and PE to the UB. However, some results need further investigation to clarify ambiguity. Conclusion: Findings from this study may help address the current challenges and barriers and prioritize the main areas to improve eHealth acceptance in the KSA. Further research is planned to explore the identified factors across KSA through in-depth interviews.

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Section: Discussionmentioning

confidence: 99%

Investigating Health Managers’ Perspectives of Factors Influencing Their Acceptance of eHealth Services in the Kingdom of Saudi Arabia: A Quantitative Study

Alshahrani

Williams

MacLure

2022

Saudi J Health Syst Res

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“…Borishade, Worlu, Ogunnaike, Aka, and Dirisu (2021) [53] examined the mechanistic and humanistic elements of customer experience among students and found that mechanistic elements such as comfortable and clean rooms tend to ensure students' retention by the institution, while the humanistic elements such as the respect and courtesy of the staff as well as friendly behaviour significantly influenced the willingness of the students to recommend the institution to prospective students in the future. Humanistic clues, which are likened to social experience factors such as friendliness of staff, tone of responsive behaviours, and care, were also identified by [54], to significantly influence loyalty towards hospital services in Lagos State. Customer satisfaction is ingrained with emotional and cognitive attributes about a service experience, such that customers who rate a service high on the satisfaction-performance metric are likely to become loyal or return and be willing to recommend or evangelise about the company's product or service [49].…”

Section: Customer Experience and Satisfaction And Loyaltymentioning

confidence: 95%

Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction

et al. 2022

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The increasing role of the customer experience, based on the feelings the customers acquire from the interaction with a firm’s product and services, has been considered an effective influence on customer satisfaction and loyalty. Customer satisfaction also plays a linking role in the performance–loyalty link. This study, therefore, investigated the effect of the social- and cultural-experience dimensions on loyalty towards hotel services, with customer satisfaction playing a mediating role. Based on a cross-sectional survey of 532 customers of three-star hotels in Lagos State, Nigeria, the analysis was carried out with partial least squares structural equation modelling. The results showed that social and cultural experience jointly account for about 38% of the variance in consumer loyalty, customer satisfaction has a moderate impact size on loyalty, and social and cultural experiences have a moderate and low effect size on customer loyalty, respectively. The study further established an indirect and significant effect to show that customer satisfaction partially mediates the association between cultural experience and loyalty and the association between social experience and loyalty. Consequently, since the hotel service environment provides the types of experiences that customers expect, sustainability strategies based on the aspects of the hotel service environment would provide memorable experiences for guests’ satisfaction and loyalty. Furthermore, this study has both theoretical and practical implications for researchers and practitioners, by suggesting additional dimensions to the traditional customer-experience realms.

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Dataset on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria

Cited by 2 publications

References 5 publications

Investigating Health Managers’ Perspectives of Factors Influencing Their Acceptance of eHealth Services in the Kingdom of Saudi Arabia: A Quantitative Study

Investigating Health Managers’ Perspectives of Factors Influencing Their Acceptance of eHealth Services in the Kingdom of Saudi Arabia: A Quantitative Study

Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction

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