Impact of Sevices Quality on Customer Satisfaction & Customer Loyalty in the Medical Service Industry of Pakistan   (08-0116)
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Impact of Sevices Quality on Customer Satisfaction & Customer Loyalty in the Medical Service Industry of Pakistan (08-0116)
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EXECUTIVE SUMMARY A number of researches had been conducted on the topic service quality and its impact on patient satisfaction and its loyalty” but their findings cannot be generalized to the Pakistani perspective. Due to the lack of researches on service quality in Pakistan scenario the research will help in identifying the patient’s attitude towards service quality and what are the potential barriers in way towards its implementation.The major objectives for this research is to find out the impact of service quality on customer satisfaction and patient loyalty. Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability, responsiveness, assurance. empathy, tangibles. Satisfaction, on other hand. is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and recreation of customer loyalty, and form a recommendation by word of mouth that can benefit the company (Fandi Tjiptono, 1997: 24) Customers exhibit customer loyalty when they consistently purchase a certain product or brand over an extended period of time. As an example, many customers stick to a certain travel operator due to the positive experiences they have had with their products and services. Healthcare sector research into patients’ perceptions of the dimensions of service quality (perceived service quality) has been limited (Clemes et al., 2001), yet studies seeking to assess the components of the quality of care in health services predominately continue to measure patient satisfaction (Lee et al., 2006),. There is no consensus on how to best conceptualize the relationship between patient satisfaction and their perceptions of the quality of their healthcare. .
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