Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq
Aim of this study was to investigate the impact of functional and technical service quality on the trust and loyalty of patients at private hospitals. The study conducted in the Kurdistan region of Iraq. We have collected data via a survey questionnaire from 322 patients or acquaintances of patients...
Saved in:
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Tishk International University
2020-04-01
|
| Series: | Eurasian Journal of Management & Social Sciences |
| Subjects: | |
| Online Access: | https://ejmss.tiu.edu.iq/index.php/ejmss/article/view/73 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1849408683367202816 |
|---|---|
| author | Osman Sahin |
| author_facet | Osman Sahin |
| author_sort | Osman Sahin |
| collection | DOAJ |
| description | Aim of this study was to investigate the impact of functional and technical service quality on the trust and loyalty of patients at private hospitals. The study conducted in the Kurdistan region of Iraq. We have collected data via a survey questionnaire from 322 patients or acquaintances of patients. The results revealed that functional and technical service quality at private hospitals had a more or less equal impact on the trust of patients to that hospital. Besides, none of those service qualities significantly impacted the loyalty of patients. As trust had a strongly significant and positive impact on the loyalty to that hospital, it was found that trust had a strong mediating role between service quality and loyalty to a private hospital. There are managerial implications in the conclusion part. |
| format | Article |
| id | doaj-art-153480c1ae7d405fab9a43dfa7d51330 |
| institution | Kabale University |
| issn | 2708-177X 2708-034X |
| language | English |
| publishDate | 2020-04-01 |
| publisher | Tishk International University |
| record_format | Article |
| series | Eurasian Journal of Management & Social Sciences |
| spelling | doaj-art-153480c1ae7d405fab9a43dfa7d513302025-08-20T03:35:44ZengTishk International UniversityEurasian Journal of Management & Social Sciences2708-177X2708-034X2020-04-0112728910.23918/ejmss.v1i2p7275Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of IraqOsman Sahin0Department of Business Management, Faculty of Administrative Sciences and Economics, Tishk International University, Erbil, IraqAim of this study was to investigate the impact of functional and technical service quality on the trust and loyalty of patients at private hospitals. The study conducted in the Kurdistan region of Iraq. We have collected data via a survey questionnaire from 322 patients or acquaintances of patients. The results revealed that functional and technical service quality at private hospitals had a more or less equal impact on the trust of patients to that hospital. Besides, none of those service qualities significantly impacted the loyalty of patients. As trust had a strongly significant and positive impact on the loyalty to that hospital, it was found that trust had a strong mediating role between service quality and loyalty to a private hospital. There are managerial implications in the conclusion part.https://ejmss.tiu.edu.iq/index.php/ejmss/article/view/73functional qualitytechnical qualityhospital service qualitytrustloyaltyprivate hospital |
| spellingShingle | Osman Sahin Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq Eurasian Journal of Management & Social Sciences functional quality technical quality hospital service quality trust loyalty private hospital |
| title | Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq |
| title_full | Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq |
| title_fullStr | Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq |
| title_full_unstemmed | Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq |
| title_short | Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq |
| title_sort | impact of service quality on trust and loyalty an empirical study on private hospitals in kurdistan region of iraq |
| topic | functional quality technical quality hospital service quality trust loyalty private hospital |
| url | https://ejmss.tiu.edu.iq/index.php/ejmss/article/view/73 |
| work_keys_str_mv | AT osmansahin impactofservicequalityontrustandloyaltyanempiricalstudyonprivatehospitalsinkurdistanregionofiraq |