...’ knowledge and self-confidence on the patients’ trust, satisfaction and loyalty towards their doctors. Design/methodology/approach This study used an online survey with 345 female members of social media groups/forums on women’s reproductive health and childbirth in Malaysia, using a structured...

...Kaouther Jridi; Eslem Jendoubi; Hana Abidi Purpose The purpose of this study is to explore the relationship between sales force automation ( SFA ) and client loyalty, addressing a critical gap in the field. By examining key variables influencing this correlation, this study emphasizes the role...

...Nindya Valya Diwayanti; Widayat Widayat; Iqbal Robbie Purpose This study aims to investigate the impact of service quality and customer experience on customer loyalty in the pharmaceutical sector, focusing on “ABC” Apotek in Malang, Indonesia. In addition, this study explores the mediating role...

...Divya Divya; Savita Savita; Sandeepa Kaur Purpose This paper aims to provide a conceptual framework containing SERVQUAL original dimensions and add two additional dimensions: patient satisfaction and loyalty in the hospital SQ model that demonstrates the relationship between hospital service...

...Nuria Recuero-Virto Purpose In an era of rapid telemedicine expansion, patient loyalty is paramount for effective health-care delivery. This study aims to understand loyalty behaviours in telemedicine to refine services. The primary objectives are to elucidate the current state of scholarly...

... loyalty and brand equity. Service quality, supportive services and contextual services significantly affect customer experience. Customer involvement moderates the relationship between all the three antecedents and dimensions of customer experience. Research limitations/implications This study...

... the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL). Design/methodology/approach A self-administered questionnaire...

... the outbound medical tourists’ satisfaction and loyalty on the basis of the quality of the health-care service provided by foreign medical institutions. Design/methodology/approach The medical tourists from Bangladesh who have got medical services from Indian medical institutions were taken as a sample...

...Rowland Worlu; Oladele Joseph Kehinde; Taiye Tairat Borishade Purpose The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued...