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An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City

Received: 29 November 2016     Accepted: 6 February 2017     Published: 27 February 2017
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Abstract

In the competitive world number of Hospitals have been emerged and captured the market too. Almost every one of us is using hospitals for their health care. Each hospital has been providing different Treatment methods with specialized doctors, and introducing innovation equipment to retain the customers. In fact, it is a daunting task for each Hospital, to give quality treatment, clean and Hygiene environment to the patients. So it is very complicate to decide about the hospitals has its role. Hence this study is going to conclude the satisfaction, loyalty towards hospitals and understanding the customer’s awareness among the hospitals in Coimbatore city. Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality.

Published in Biomedical Statistics and Informatics (Volume 2, Issue 2)
DOI 10.11648/j.bsi.20170202.15
Page(s) 69-72
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

Hospitals, Customer, Loyalty, Expectation, Service Quality

References
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[2] Ehsan Zarei, et.al., (2015)An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran, Global Journal of Health Science; Canadian Center of Science and Education, Vol. 7, No. 1; ISSN 1916-9736 E-ISSN 1916-9744.
[3] Gronroos, C. (2000). Service management and marketing. John Wiley & sons Ltd.
[4] Suzana Markovic, Dina Loncaric, Damir Loncaric (2014), Service Quality And Customer Satisfaction In The Health Care Industry - Towards Health Tourism Market, Tourism and Hospitality Management, Vol. 20, No. 2, pp. 155-170.
[5] Anderson, E & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12 (2), 125-43.
[6] Anderson, E. W., & Fornell, C. (1994). Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58 (3), 53.
[7] Antreas, D. A. (1997). Another look into the agenda of customer satisfaction. International Journal of Bank Marketing.
[8] Bitner, M., Booms, B., & Tetreault, M. (1990). The service encounter: diagnosing favourable and unfavourable incidents. Journal of Marketing, 54 (1), 71-84.
[9] Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811–828.
[10] Cronin, J. J. Jr & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 405-20.
[11] CzepieI, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20: 13-21.
[12] Donabedian, A. (1982). Explorations in quality assessment and monitoring: The definition of quality and approaches to its assessment. Ann Arbor, Michigan: Health Administration Press.
[13] Hanif et al., 2010. Factors Affecting Customer Satisfaction, International Research Journal of Finance and Economics. ISSN 1450-2887 Issue 60 (2010) © Euro Journals Publishing, Inc. 2010.
[14] Mahesh, “ A Comparative study on customer satisfaction with the service rendered by Aircel, Airtel and BPL cellular services with reference to erode district – Dec 2002.
[15] Parasuraman et al., (1998) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing Vol. 64, No. 1, p.p. 12-40.
[16] Gremler and Brown (1996). The loyalty ripple effect Appreciating the full value of customers, International Journal of Service, Industry Management, Vol. 10 No. 3, 1999, pp. 271-291.
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  • APA Style

    S. Shanmugapriya, K. Arun Kumar, P. Kiruthika, L. Priya. (2017). An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City. Biomedical Statistics and Informatics, 2(2), 69-72. https://doi.org/10.11648/j.bsi.20170202.15

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    ACS Style

    S. Shanmugapriya; K. Arun Kumar; P. Kiruthika; L. Priya. An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City. Biomed. Stat. Inform. 2017, 2(2), 69-72. doi: 10.11648/j.bsi.20170202.15

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    AMA Style

    S. Shanmugapriya, K. Arun Kumar, P. Kiruthika, L. Priya. An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City. Biomed Stat Inform. 2017;2(2):69-72. doi: 10.11648/j.bsi.20170202.15

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  • @article{10.11648/j.bsi.20170202.15,
      author = {S. Shanmugapriya and K. Arun Kumar and P. Kiruthika and L. Priya},
      title = {An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City},
      journal = {Biomedical Statistics and Informatics},
      volume = {2},
      number = {2},
      pages = {69-72},
      doi = {10.11648/j.bsi.20170202.15},
      url = {https://doi.org/10.11648/j.bsi.20170202.15},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.bsi.20170202.15},
      abstract = {In the competitive world number of Hospitals have been emerged and captured the market too. Almost every one of us is using hospitals for their health care. Each hospital has been providing different Treatment methods with specialized doctors, and introducing innovation equipment to retain the customers. In fact, it is a daunting task for each Hospital, to give quality treatment, clean and Hygiene environment to the patients. So it is very complicate to decide about the hospitals has its role. Hence this study is going to conclude the satisfaction, loyalty towards hospitals and understanding the customer’s awareness among the hospitals in Coimbatore city. Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality.},
     year = {2017}
    }
    

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    AU  - K. Arun Kumar
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    AB  - In the competitive world number of Hospitals have been emerged and captured the market too. Almost every one of us is using hospitals for their health care. Each hospital has been providing different Treatment methods with specialized doctors, and introducing innovation equipment to retain the customers. In fact, it is a daunting task for each Hospital, to give quality treatment, clean and Hygiene environment to the patients. So it is very complicate to decide about the hospitals has its role. Hence this study is going to conclude the satisfaction, loyalty towards hospitals and understanding the customer’s awareness among the hospitals in Coimbatore city. Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality.
    VL  - 2
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Author Information
  • Department of Commerce IT, Dr. N. G. P. Arts and Science College, Coimbatore, Tamil Nadu, India

  • Department of Computer Science and Engineering, SNS College of Engineering, Coimbatore, Tamil Nadu, India

  • Department of Computer Science, Dr. N. G. P. Arts and Science College, Coimbatore, Tamil Nadu, India

  • Department of Commerce IT, Dr. N. G. P. Arts and Science College, Coimbatore, Tamil Nadu, India

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