Document Type
Article
Publication Date
1-1-2011
Publication Title
Journal of Management and Marketing Research
Volume
6
Disciplines
Business | Marketing
Abstract
This article investigates the effects and the relative importance of the four perceived service quality dimensions on corporate image, customer satisfaction, and customer loyalty. To obtain results, factor analysis and multiple regression techniques are applied to data collected from 500 Thai outpatients of the five largest private hospitals in Bangkok. The findings indicate that the four dimensions significantly affect corporate image, customer satisfaction, and customer loyalty. More specifically, the doctor concern dimension is the most important factor affecting customer satisfaction and customer loyalty. The tangibles dimension is the most important factor affecting corporate image.
Recommended Citation
Howard W. Combs, B. Laohasirichaikul, and S. Chaipoopirutana. "Effective Customer Relationship Management of Health Care: A Study of Hospitals in Thailand" Journal of Management and Marketing Research (2011).
Comments
Copyright © 2011 Academic and Business Research Institute.