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Dergiler / Yildiz Social Science Review / 2017 / Cilt: 3 - Sayı: 1

The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

Arif Emre Akmaz
Tuğçe Ozansoy Çadırcı
Sayfa
81–96
Yayın Tarihi
2017-12-25
DOI
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.

📌 3 Maddede Bu Makale

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Amaç & Hipotez:The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter.
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Temel Bulgular & Veri:The data was collected from patients that has visited an outpatient clinic, ER, laboratory or had an operation from a private or public hospital within the last 30 days.
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Sonuç & Katkı:The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:helathscape · customer emotions · customer experience

Özet

The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect on customers’ satisfaction and behavioral intentions including customer loyalty. This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction and loyalty. The data was collected from patients that has visited an outpatient clinic, ER, laboratory or had an operation from a private or public hospital within the last 30 days. A questionnaire was administrated to collect data on helathscape perceptions, emotional responses toward the healthscape, customer satisfaction, and customer loyalty including both re-purchase and WOM intentions. The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.

Abstract

The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect on customers’ satisfaction and behavioral intentions including customer loyalty. This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction and loyalty. The data was collected from patients that has visited an outpatient clinic, ER, laboratory or had an operation from a private or public hospital within the last 30 days. A questionnaire was administrated to collect data on helathscape perceptions, emotional responses toward the healthscape, customer satisfaction, and customer loyalty including both re-purchase and WOM intentions. The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.

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Bu Makaleye Atıf Yap

Akmaz, A. E., Çadırcı, T. O. (2017). The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions. Yildiz Social Science Review, Cilt: 3 - Sayı: 1, 81–96. https://ajindex.com/articles/823036

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