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Journals / Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi / 2013 / Cilt: 14 - Sayı: 1

Relationship Between Perceived Quality of Service Institutional Image and Loyalty (Van District Hospital Implication)

ALGILANAN HĠZMET KALĠTESĠ KURUMSAL ĠMAJ VE SADAKAT ĠLĠġKĠSĠ (VAN BÖLGE HASTANESĠ UYGULAMASI)

Ferit İZCİ
Reha SAYDAN
Pages
1412013199–1412013220
Publication Date
2022-10-11
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The principal result from the study can be summarized that perceived service quality has a strong effect on satisfaction, firm image, that are described as antecedent for behavior, and also loyalty

📌 3 Key Takeaways

🎯
Objective & Hypothesis:This study investigates the effects of perceived service quality by consumers on their evaluation process and also loyalty behavior.
📊
Key Findings & Data:A survey was conducted by face-to-face interviews with 274 consumers at Region Hospital in The hypotheses of the study were tested by regression analyses.
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Conclusion & Impact:The principal result from the study can be summarized that perceived service quality has a strong effect on satisfaction, firm image, that are described as antecedent for behavior, and also loyalty
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

This study investigates the effects of perceived service quality by consumers on their evaluation process and also loyalty behavior. Thus, we analyzed the interactions among perceived service quality, customer satisfaction, perceived firm image. Through these interactions this research study tried to explore the effect of perceived service quality on loyalty behavior at the last stage. A survey was conducted by face-to-face interviews with 274 consumers at Region Hospital in The hypotheses of the study were tested by regression analyses. The principal result from the study can be summarized that perceived service quality has a strong effect on satisfaction, firm image, that are described as antecedent for behavior, and also loyalty

Özet

Bu çalışma algılanan hizmet kalitesinin, hizmet alıcısının değerlendirme sürecindeki yansımalarını ve sadakat üzerindeki etkisini incelemektedir. Algılanan hizmet kalitesinin hasta memnuniyeti ve kurum imajı algılaması ile olan etkileşimleri üzerinden sadakat davranışını belirleme gücü ele alınmaktadır. Van Bölge hastanesinde 274 hastanın katılımı ile yapılan yüzyüze anket uygulamasından sağlanan veriler, araştırma modeli çerçevesinde regresyon analizleri ile incelenmiştir. Bulgular, algılanan hizmet kalitesinin; müşteri tatmini, algılanan imaj üzerinde belirleyici olduğunu ve sadakat davranışının öncüllerini şekillendirdiğini göstermektedir

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Cite This Article

İZCİ, F., SAYDAN, R. (2022). Relationship Between Perceived Quality of Service Institutional Image and Loyalty (Van District Hospital Implication). Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, Cilt: 14 - Sayı: 1, 1412013199–1412013220. https://ajindex.com/articles/480785

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