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

S. Shanmugapriya; K. Arun Kumar; P. Kiruthika; L. Priya

doi:doi:10.11648/j.bsi.20170202.15

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

S. Shanmugapriya, K. Arun Kumar, P. Kiruthika, L. Priya

Published in Biomedical Statistics and Informatics (Volume 2, Issue 2)

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), 2024. 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.
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[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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TY  - JOUR
T1  - An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City
AU  - S. Shanmugapriya
AU  - K. Arun Kumar
AU  - P. Kiruthika
AU  - L. Priya
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T2  - Biomedical Statistics and Informatics
JF  - Biomedical Statistics and Informatics
JO  - Biomedical Statistics and Informatics
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PB  - Science Publishing Group
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UR  - https://doi.org/10.11648/j.bsi.20170202.15
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
IS  - 2
ER  -

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Author Information

S. Shanmugapriya

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

Department of Computer Science and Engineering, SNS College of Engineering, Coimbatore, Tamil Nadu, India
P. Kiruthika

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

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

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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

Copy | Download

@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}
}

Copy | Download

TY  - JOUR
T1  - An Empirical Study on Impact of Customers’ Satisfaction and Loyalty Towards Hospitals in Coimbatore City
AU  - S. Shanmugapriya
AU  - K. Arun Kumar
AU  - P. Kiruthika
AU  - L. Priya
Y1  - 2017/02/27
PY  - 2017
N1  - https://doi.org/10.11648/j.bsi.20170202.15
DO  - 10.11648/j.bsi.20170202.15
T2  - Biomedical Statistics and Informatics
JF  - Biomedical Statistics and Informatics
JO  - Biomedical Statistics and Informatics
SP  - 69
EP  - 72
PB  - Science Publishing Group
SN  - 2578-8728
UR  - https://doi.org/10.11648/j.bsi.20170202.15
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
IS  - 2
ER  -

Copy | Download