Determining customer satisfaction and loyalty from a value co-creation perspective

Woratschek, Herbert; Horbel, Chris; Popp, Bastian

doi:10.1080/02642069.2019.1606213

Cited by 83 publications

(79 citation statements)

References 85 publications

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“…Then, H3 is accepted. This finding is in line with the prior studies (Akroush and Mahadin, 2019;Chahal and Kumari, 2010;Slack and Singh, 2020;Woratschek et al, 2020), which shows that patient satisfaction positively impacts patient loyalty. Satisfied patients will be more likely to come again in the future when they need the same or different services, spread positive reviews about the hospital, and recommend the provided services to other people who need the same or different services.…”

Section: Discussionsupporting

confidence: 93%

“…This relationship will lead to repetitive purchase behavior that would undoubtedly benefit the organization. Woratschek et al (2020) and Slack and Singh (2020) also found that customer satisfaction significantly influences customer loyalty. Satisfied and happy customers tend to be loyal customers because customer satisfaction can make an emotional affection to a service provider and generate loyalty (Othman et al, 2020).…”

Section: Relationship Between Patient Satisfaction and Patient Loyaltymentioning

confidence: 92%

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The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Pratama

Hartini

2020

JMTT

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This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore, patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital.

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Section: Discussionsupporting

confidence: 93%

Section: Relationship Between Patient Satisfaction and Patient Loyaltymentioning

confidence: 92%

The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Pratama

Hartini

2020

JMTT

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“…Previous studies have also suggested that the effect of service quality on consumer behavioural intentions varies across sports (Jang et al, 2020) and that consumers evaluate experiences in non-professional and professional sports differently (Kim et al, 2019). These ideas are echoed by Woratschek et al (2020) highlighting that each sport setting has unique characteristics that likely influence value creation, customer satisfaction and loyalty. Against this backdrop, we hypothesise that: H5: The effect of service quality dimensions on spectators' outcomes varies in professional and non-professional sport.…”

Section: Moderators Of Service Quality Effectsmentioning

confidence: 99%

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Biscaia

Yoshida

Kim

2021

European Sport Management Quarterly

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Research question: Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators' outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators' perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators.Research methods: This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model. Results and findings: The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams). Implications: This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators' perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice.

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“…Service quality acts as a strong source of competitive advantage within the service industry (Rahman et al, 2020;Woratschek et al, 2020). That is, competitive advantage results from continuous improvement on quality and reliability of the organisation's products (Bahadur et al, 2018;M.…”

Section: Service Qualitymentioning

confidence: 99%

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured questionnaire through a cross-sectional survey in Chinhoyi, Zimbabwe. Data were analysed using structural equation modelling and moderated regression analyses. Customer satisfaction has a direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the effect of customer satisfaction on customer loyalty. Gender, age, education and income were found not to moderate the effect of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the mediators and moderators of the customer satisfaction-customer loyalty relationship within the banking sector. As a result, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence customer loyalty.

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Determining customer satisfaction and loyalty from a value co-creation perspective

Cited by 83 publications

References 85 publications

The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

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