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Ismail Azman (University Kebangsaan Malaysia), Yunan Yusrizal Sufardi Mohd (University Kebangsaan Malaysia)
Service Quality as a Predictor of Customer Satisfaction and Customer Loyalty
Poziom obsługi klienta jako wskaźnik poziomu zadowolenia klienta oraz lojalności klienta
Kundenservice als Indikator des Niveaus der Kundenzufriedenheit und -Loyalität
LogForum, 2016, vol. 12, nr 4, s. 269-283, tab., bibliogr. 79 poz.
Obsługa klienta, Zarządzanie zadowoleniem klientów, Lojalność klientów, Usługi medyczne
Customer service, Customer satisfaction management, Customer loyalty, Medical services
summ., streszcz., zfsg.
Wstęp: Poziom obsługi klienta, zadowolenia klienta jak i lojalność klienta to zagadnienia, którym ostatnio poświęca się sporo uwagi w fachowej literaturze dotyczącej ochrony zdrowia. Celem tej pracy było zbadanie występowania zależności pomiędzy jakością obsługi i zadowoleniem klienta jak również zależnością pomiędzy jakością obsługi i lojalnością klienta. Metody Badania zostały przeprowadzone przy użyciu ankiety wśród pacjentów wojskowych centrów medycznych na terenie Zachodniej Malezji.
Wyniki: Wyniki uzyskane przy zastosowaniu analizy SmartPLS wskazują, że takie składowe jakości obsługi jak: konkretność, niezawodność, odpowiedzialność, bezpieczeństwa i empatia są istotnie skorelowane z zadowoleniem klienta oraz lojalnością klienta.
Wnioski: Otrzymane wyniki potwierdzają możliwość dostawcy usług na takie kształtowanie oferowanych usług medycznych, aby zwiększyć poziom zadowolenia klienta oraz jego lojalności. (abstrakt oryginalny)

Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty.
Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose.
Results: The outcomes of SmartPLS path model analysis showed that service quality dimensions, namely tangible, reliability, responsiveness, assurance and empathy were significantly correlated with customer satisfaction and customer loyalty.
Conclusions: This finding confirms that the capability of service providers to appropriately implement the quality dimensions in providing medical services has enhanced customer satisfaction and customer loyalty in the organizational sample. (original abstract)
Full text
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