...-to-one assignability of independent and dependent variables © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Health services Quality management Quality improvement Contingency theory Report cards Next step of data...

... the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers...

... at: cudney@mst.edu 20 02 2018 25 04 2018 07 06 2018 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Healthcare Customer satisfaction Service quality Patient satisfaction Kano model Student health services Poor quality...

...Rama Koteswara Rao Kondasani; Rajeev Kumar Panda Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated...

...Mohammad Ashiqur Rahman Khan; Stanislav Karapetrovic Purpose – The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care. Design/methodology/approach – Through meetings and interviews...

... on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement. Findings – Qualitative and empirical evidence indicates that customer satisfaction and service quality...

...). Dr Panchapakesan Padma can be contacted at: padmapv@gmail.com © Emerald Group Publishing Limited 2014 Hospitals Customer satisfaction Service quality Importance performance analysis Patients Action grids India is gradually emerging as Asia's leading health service provider...

...; and ethnicity. However, medication supply did not influence patient satisfaction. Practical implications Pharmaceutical services are recognized as an essential healthcare‐system component. Their impact on customer satisfaction has been investigated in many countries; however, there is no such study in Qatar...

... Emerald Group Publishing Limited 2012 Patient satisfaction Microbiology department India Patients Health care Hospital services Customer satisfaction We conducted our survey between January and March 2008 using a questionnaire (Tables I to VII) formed from the Patient...

... Patient‐staff relationship Customer satisfaction Quality management Kazakhstan Egypt Jordan Patients Customer services quality Healthcare satisfaction has gained greater importance, especially in developing countries. It is both a service quality indicator and a quality component. Strong...

... this study as a precursor to improve service quality in the two hospitals in particular and others in general. © Emerald Group Publishing Limited 2011 Hospitals Patients Customer satisfaction Quality Health care Waiting lists Queues Ghana The environment of the healthcare facility...

... Primary care Customer satisfaction Personal needs United States of America Satisfaction is an affective response associated with a cognitive appraisal of the extent to which needs, desires, and expectations for specific goods or service have been provided/met (Smith et al., 2006...

... of the sample demography. Waiting time Public hospitals Public healthcare Customer satisfaction Queuing Health care Malaysia Two sets of questionnaires were developed for the study. The first set gathered information on the waiting time they experienced. This was categorised as: T1, i.e...

... effectiveness and efficiency. Originality/value This research is the first in Egypt to apply the re‐engineering approach to public health systems. Developing user‐friendly models for service improvement is an added value. Business process re‐engineering Electronic booking Customer satisfaction Costs...

... Hospitals Quality assessment United States of America Customer satisfaction Managers in diverse industries have long been interested in the link between consumer satisfaction with a product or service and the decision to purchase (Keiningham et al., 2007). Marketing researchers have...

.... Patient care Health services Customer satisfaction Kuwait Patient satisfaction can be defined as judgment made by a recipient of care as to whether their expectations for care have been met or not (Palmer et al., 1991). The modern view of quality of care looks to the degree to which...

...Anne S. York; Kim A. McCarthy Purpose Customer satisfaction's importance is well‐documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer‐satisfaction measuring method – Reichheld's ultimate...

...). The profitability of a system may also be impacted by improving service quality, as customer satisfaction is directly related to profitability. Additionally, the satisfying of patients can save money by reducing the amount of resources spent resolving customer complaints (Pakdil and Harwood, 2005). Studies have...

... patients require inpatient care for several years before progressing to more local units or the community. © Emerald Group Publishing Limited 2010 Customer satisfaction Patients Complaints Mental hospitals Mental health services United Kingdom In this survey of complaints made over...

... owing to the increase in privacy and lack of interviewer bias, which is crucial for improving health service quality. Erica Amari can be contacted at: eamari@sfu.ca © Emerald Group Publishing Limited 2010 Patient care Patients Health services Customer satisfaction Quality assessment...