Impact of service attributes on customer satisfaction and loyalty in a healthcare context

Lonial, Subash; Raju, P. S.

doi:10.1108/lhs-12-2013-0045

Cited by 35 publications

(52 citation statements)

References 40 publications

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“…Therefore, organizations must ensure improvement in their customer servicing skills in order to meet customer's needs and wants. Similarly, Lonial and Raju (2015) examined the role of perceived service attributes in determine the overall customer satisfaction and loyalty for health-care sector. Their findings showed that organizations can prosper by identifying and focusing on serious attributes as part of their customer relationship management plan so as to attain customer satisfaction.…”

Section: Research Framework Empirical Studiesmentioning

confidence: 99%

Role of Customer Service Skills on Customer Satisfaction and Its Effects on Customer Loyalty in Pakistan Banking Industry

Ali¹,

Iraqi²,

Rawat³

et al. 2018

SAJMS

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Companies offer different products and services to differentiate themselves from their competitor. In an organizations, employee's abilities and skills to deal with the customers play an important role in succeeding businesses. They offer superior services to their customers that leads to satisfaction. It has become an essential marketing strategy nowadays. Therefore, in this study we try to investigate the role of customer service skills on customer loyalty via customer satisfaction. Generally, bank customers aware of service facility, but the leading factors to select the best service provider bank are to get more comfort and to save time. Due to this fact, the study examined the effect of problem solving skills, reputation building, customer service culture, Nonverbal and verbal communication skills on which customers' intend to select best Pakistani banks. A sample data of 350 respondents is used to test the hypothesis. Exploratory factor analysis (EFA) and confirmatory factor analysis were used to test the measurement model and structural equation modeling is used to test the hypothesis. Findings from analysis suggest that reputation building skills (RBS), Problem solving skills (PSS), Customer service culture (CSC), nonverbal and verbal communication skills (NVCS) show positive and significant impact on customer satisfaction. It is recommended that, bank should educate their employee about how to deal with customer polite and soft skills to compete with other banks in market and develop marketing strategies through social media and other marketing channels to change consumer's attitude in favor of their particular bank.

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Section: Research Framework Empirical Studiesmentioning

confidence: 99%

Role of Customer Service Skills on Customer Satisfaction and Its Effects on Customer Loyalty in Pakistan Banking Industry

Ali¹,

Iraqi²,

Rawat³

et al. 2018

SAJMS

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“…Only a handful of studies have examined these “off pattern” segments. A recent exception is Lonial and Raju (2015)’s analysis of the customer base of a healthcare service provider. These researchers examined high satisfaction versus low satisfaction groups, and, separately, low and high loyalty groups and found that although one of the service attributes played a role in both satisfaction and loyalty, other service attributes that drove satisfaction were different from those that drove loyalty.…”

Section: Research Progress Since Thenmentioning

confidence: 99%

“…auto-repair, education, finance and banking, gyms, health care, hotels, spas, wireless, B2b, etc. (Lee et al , 2001; Lonial and Raju, 2015; Yüncü, 2015), the contrast between industry types as a contingency factor is seriously underexplored (Dagger and David, 2012, and Pollack, 2009 being comforting exceptions). Specifically, the contextual contrast covered in our study, namely, high versus low contact is not examined in any of the studies, and likewise, the differential roles of technical versus functional qualities have not been addressed.…”

Section: Research Progress Since Thenmentioning

confidence: 99%

Retrospective: why do customers switch? The dynamics of satisfaction versus loyalty

Mittal

2016

JSM

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Purpose This paper aims to revisit the 1998 paper (“Why do customers switch […]”) published in this journal with the goal of documenting research progress since then and identifying gaps still present in the knowledge base on the relevant key issues. Design/methodology/approach The method is literature review, theoretical scrutiny and critical reflections on the findings of the research studies over the past two decades that deal with customer satisfaction, loyalty and switching behaviors, with particular emphasis on service businesses. Findings The core issue of why satisfaction may not explain loyalty has been examined by positing other co-predictors and moderators of loyalty such as relationship quality, price value, trust, image, etc. These predictors have been found significant, implying that satisfaction is not the only driver of customer loyalty. Additionally, other drivers of switching and staying behavior have been established such as attraction of the alternatives and switching costs, respectively. This paper points out, however, that the gains of the new research literature are attenuated due to assumption of linearity in the loyalty effects of satisfaction and due to a lack of separate analyses of customer segments who defy the satisfaction–loyalty logic. Research limitations/implications The relevant literature is so vast that any account of it within the scope of this paper had to be by design delimited. The paper not only sampled the literature selectively but also summarized the principal findings of the selected papers over-simplistically. Interested readers must get a firsthand read of the reviewed literature. Practical implications The spotlight on the nonlinearity implies that practitioners should analyze customer data separately for customer segments that experience low, moderate and high satisfaction, and also separately for segments that show the expected positive satisfaction–loyalty relationship versus those who would defect despite being satisfied. Originality/value Against the backdrop where most academic as well as industry research had presumed a positive loyalty effect of satisfaction, the 1998 paper drew attention to segments of consumers who exhibited the contrarian loyalty behavior. The present paper shines a light on that topic with even sharper focus, highlighting six unaddressed issues that must frame future research.

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“…The positive link between RQ's satisfaction and trust with WOM are also in line with previous studies like Henning-Thurau et al (2002), Chen et al (2008), Satta et al (2015), and Su et al (2014) for satisfaction; while Guenzi and Georges (2010), Chen et al (2008), Baloglu et al (2014), and Su et al (2014) for trust. In addition, the positive link between RQ's satisfaction and trust with SOP are also similar to Lin and Ding (2005), Caceres and Paparoidamis (2007), Shamdasani and Balakrishnan (2000), Rauyruen and Miller (2007), Chen et al (2008), Lonial and Raju (2015), and Kim, Lee, and Suh (2015) for satisfaction; while Guenzi and Georges (2010), Chen et al (2008), Lin and Ding (2005), Shamdasani and Balakrishnan (2000), Azam (2015), Bowden-Everson et al (2013), Butt and Aftab (2013) and Aldas-Manzano et al (2011) for trust.…”

Section: Discussionmentioning

confidence: 66%

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Wahid¹,

Ismail²

2017

AAMJ

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Impact of service attributes on customer satisfaction and loyalty in a healthcare context

Abstract: The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

Cited by 35 publications

References 40 publications

Role of Customer Service Skills on Customer Satisfaction and Its Effects on Customer Loyalty in Pakistan Banking Industry

Role of Customer Service Skills on Customer Satisfaction and Its Effects on Customer Loyalty in Pakistan Banking Industry

Retrospective: why do customers switch? The dynamics of satisfaction versus loyalty

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

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