What determines behavioural intention in health services? A four-stage loyalty model
Ajimon George,
Jobin Sahadevan
Abstract:PurposeThis study aims to deal with the paucity of studies in the stages of the development of loyalty behaviour of customers in the healthcare context by incorporating three crucial service quality dimensions (physical environment, personnel quality and technical quality) and also investigating trust and commitment as mediating factors.Design/methodology/approachSurvey data were obtained from 420 respondents admitted to government hospitals in Kerala employing a convenience sampling method. The formulated hyp… Show more
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