Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Westbrook, R. Oliver (1991)
The Dimensionality of Consumption Emotion Patterns and Consumer SatisfactionJournal of Consumer Research, 18
E. Lam, James Zhang, B. Jensen (2001)
Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness ClubsMeasurement in Physical Education and Exercise Science, 9
P. Kotler (2000)
Administração de Marketing
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
Christian Homburg, Annette Giering (2001)
Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysisPsychology & Marketing, 18
J. Chiou, C. Droge (2006)
Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty frameworkJournal of the Academy of Marketing Science, 34
R. Bagozzi, Youjae Yi (2012)
Specification, evaluation, and interpretation of structural equation modelsJournal of the Academy of Marketing Science, 40
F. Reichheld (1996)
LEARNING FROM CUSTOMER DEFECTIONS, 74
J. Dietz (1997)
Satisfaction: A Behavioral Perspective on the ConsumerJournal of Consumer Marketing, 14
P. Barros, Sara Machado, Jorge Simões (2011)
Portugal. Health system review.Health systems in transition, 13 4
Tülin Erdem, J. Swait, J. Louviere (2002)
The impact of brand credibility on consumer price sensitivityInternational Journal of Research in Marketing, 19
C. Moorman, Rohit Deshpandé, G. Zaltman (1993)
Factors affecting trust in market research relationships.Journal of Marketing, 57
P. Kobulnicky (1998)
Commitment in the workplace: Theory, research and applicationThe Journal of Academic Librarianship, 24
D. Murray, G. Howat (2002)
The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure CentreSport Management Review, 5
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
Jaishankar Ganesh, Mark Arnold, K. Reynolds (2000)
Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and StayersJournal of Marketing, 64
Kristof Wulf, G. Odekerken-Schröder, D. Iacobucci (2001)
Investments in Consumer Relationships: A Cross-Country and Cross-Industry ExplorationJournal of Marketing, 65
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
Se-Hyuk Park, Yong-man Kim (2000)
Conceptualizing and Measuring the Attitudinal Loyalty Construct in Recreational Sport ContextsJournal of Sport Management, 14
(2004)
Serviços: Marketing e Gestão, Saraiva, São Paulo
V. Zeithaml (2000)
Service quality, profitability, and the economic worth of customers: What we know and what we need to learnJournal of the Academy of Marketing Science, 28
X. Qu (2007)
Multivariate Data AnalysisTechnometrics, 49
Msmw (1981)
Customer satisfaction.The Western journal of medicine, 134 3
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
Lance Bettencourt, Stephen Brown (1997)
Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviorsJournal of Retailing, 73
Linda Sariningrum, M. Zulfa (2017)
BUILDING CUSTOMER LOYALTY ON CUSTOMER BANKING, 2
Alan Dick, K. Basu (1994)
Customer loyalty: Toward an integrated conceptual frameworkJournal of the Academy of Marketing Science, 22
E. Anderson (1998)
Customer Satisfaction and Word of MouthJournal of Service Research, 1
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
Angela Hausman, J. Siekpe (2009)
The effect of web interface features on consumer online purchase intentionsJournal of Business Research, 62
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
W. Kunz, Roland Kantsperger (2010)
Consumer Trust in Service Companies: A Multiple Mediating Analysis
A. Ua (2016)
PLANO NACIONAL DE SAÚDE 2011-2016
J. Yuan, S. Jang (2008)
The Effects of Quality and Satisfaction on Awareness and Behavioral Intentions: Exploring the Role of a Wine FestivalJournal of Travel Research, 46
F. Reichheld (1993)
Loyalty-based management.Harvard business review, 71 2
(1993)
The Essence of Services Marketing, Prentice-Hall, Hemel Hempstead
Deepak Sirdeshmukh, Jagdip Singh, B. Sabol (2002)
Consumer Trust, Value, and Loyalty in Relational ExchangesJournal of Marketing, 66
C. Grönroos (2000)
Service Management and Marketing: A Customer Relationship Management Approach
M. Pritchard, M. Havitz, D. Howard (1999)
Analyzing the commitment-loyalty link in service contextsJournal of the Academy of Marketing Science, 27
D. Rousseau, S. Sitkin, R. Burt, Colin Camerer (1998)
Not So Different After All: A Cross-Discipline View Of TrustAcademy of Management Review, 23
F. Reichheld, Phil Schefter (2003)
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB, 78
M. Akbar, Noorjahan Parvez (2009)
Impact of Service Quality, Trust, and Customer Satisfaction on Customers LoyaltyABAC Journal, 29
D. Harrison, Mcknight bullet, V. Choudhury, C. Kacmar (2002)
Developing and Validating Trust Measures for e-Commerce: An Integrative TypologyInf. Syst. Res., 13
Michael Brady, Joseph Cronin (2001)
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical ApproachJournal of Marketing, 65
(1996)
I will recommend this healthcare service provider to someone that asks for my advice L3. I will encourage my family and friends to make use of this healthcare service provider
R. Rust, R. Oliver (1994)
Service Quality: Insights and Managerial Implications from the Frontier
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
(2002)
This service supplier is competent in the service provided T3. Overall, this service supplier is an overall capable and proficient service provider T4
L. Dubé, L. Renaghan (1999)
Building Customer Loyalty—Cornell Hotel and Restaurant Administration Quarterly, 40
T. Baker, P. Simpson, Judy Siguaw (1999)
The impact of suppliers' perceptions of reseller market orientation on key relationship constructsJournal of the Academy of Marketing Science, 27
R. Oliver (1999)
Whence Consumer Loyalty?Journal of Marketing, 63
Purpose – The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service. Design/methodology/approach – The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation. Findings – The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction→trust→loyalty was validated, whereas the path satisfaction→commitment→loyalty was not statistically supported. Research limitations/implications – The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings. Practical implications – Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty. Originality/value – This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.
International Journal of Health Care Quality Assurance – Emerald Publishing
Published: Apr 20, 2015
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.