... and rapid innovation cycles, understanding how intangible assets such as corporate reputation influence patient loyalty has become critical for sustaining competitive advantage and public trust. This study investigates how patients’ perceptions of vaccine products, competence and likeability...

...Sook Fern Yeo; Cheng Ling Tan; Yen-Nee Goh Purpose This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics...

...Gordon Abekah-Nkrumah; Maame Yaa Antwi; Stephen Mahama Braimah; Charles Gyamfi Ofori Purpose This paper aims to examine the effect of customer relationship management (CRM) on patient satisfaction and patient loyalty, controlling for other socio-demographic characteristics. Design/methodology...

... (model 4) or poor (models 1 and 3) fit. The analysis of the models indicates that all patient satisfaction dimensions positively and significantly contribute to patient satisfaction and which also act as an important mediating factor between the satisfaction dimensions and patient loyalty. Research...