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The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh

The effect of corporate social responsibility (CSR) health-care services on patients’... Although research on patient satisfaction and loyalty has grown rapidly, the literature on corporate social responsibility (CSR) health care and patient satisfaction and loyalty is scarce. This paper aims to examine the impact of CSR health care on patient satisfaction and loyalty in Bangladesh.Design/methodology/approachA quantitative study was performed, and data were collected using purposive sampling among 195 patients who used CSR health-care services from six public and private hospitals in Bangladesh. The data were analysed using structural equation modelling through the partial least square approach.FindingsThe study found a significant positive relationship between CSR health-care services and patient satisfaction and between patient satisfaction and loyalty at p < 0.01.Research limitations/implicationsThe study provides insights into policymakers in the development of Bangladesh health sectors and CSR health-care activities. However, the results might not be generalisable due to the unavailability of a sample frame.Originality/valueThe study addresses the lacuna in the literature on CSR health-care practices of hospitals in Bangladesh from the perspective of patient satisfaction and loyalty. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Social Responsibility Journal Emerald Publishing

The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty – a case of Bangladesh

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References (56)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1747-1117
DOI
10.1108/srj-01-2018-0016
Publisher site
See Article on Publisher Site

Abstract

Although research on patient satisfaction and loyalty has grown rapidly, the literature on corporate social responsibility (CSR) health care and patient satisfaction and loyalty is scarce. This paper aims to examine the impact of CSR health care on patient satisfaction and loyalty in Bangladesh.Design/methodology/approachA quantitative study was performed, and data were collected using purposive sampling among 195 patients who used CSR health-care services from six public and private hospitals in Bangladesh. The data were analysed using structural equation modelling through the partial least square approach.FindingsThe study found a significant positive relationship between CSR health-care services and patient satisfaction and between patient satisfaction and loyalty at p < 0.01.Research limitations/implicationsThe study provides insights into policymakers in the development of Bangladesh health sectors and CSR health-care activities. However, the results might not be generalisable due to the unavailability of a sample frame.Originality/valueThe study addresses the lacuna in the literature on CSR health-care practices of hospitals in Bangladesh from the perspective of patient satisfaction and loyalty.

Journal

Social Responsibility Journal – Emerald Publishing

Published: Apr 17, 2020

Keywords: Bangladesh; Loyalty; Patient satisfaction; CSR healthcare practices

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