Search results
1 – 10 of over 3000Ala' Omar Dandis, Mohammad Al Haj Eid, Denis Griffin, Robin Robin and Arnt Kyawt Ni
This study examines factors that affect customer lifetime value (CLV) in fast-food restaurants (FFRs) in Jordan. These factors are relational benefits, brand experiences, service…
Abstract
Purpose
This study examines factors that affect customer lifetime value (CLV) in fast-food restaurants (FFRs) in Jordan. These factors are relational benefits, brand experiences, service quality (SQ), satisfaction, trust and commitment.
Design/methodology/approach
An online survey was collected from a sample of 503 respondents. The authors used SPSS to test the constructs' relationships and analyse the data. SmartPLS was used to test the hypotheses.
Findings
In contrast to previous studies, not all dimensions of brand experiences and relational benefits had a significant and positive influence on relationship marketing outcomes (satisfaction, trust and commitment). On the other hand, results demonstrated that SQ had a significant and positive influence on relationship marketing outcomes. Furthermore, research reveals that satisfaction, trust and commitment significantly and positively influenced CLV.
Practical implications
Those FFRs that seek to enhance CLV should build solid and sustainable bonds with their customers. This paper concludes by stating its implications, its limitations and the opportunities available for future research.
Originality/value
This study, which is unique in the Middle East, includes essential strategies for managing customer relationship that can be universally applied to improve customer benefits and maximise the performance of businesses.
Details
Keywords
P.G. Saleeshya and Priya Harikumar
The purpose of the study is to measure the performance of Indian hospitals, both operationally and financially, by using hospital KPI's. The assessment is predominantly done by…
Abstract
Purpose
The purpose of the study is to measure the performance of Indian hospitals, both operationally and financially, by using hospital KPI's. The assessment is predominantly done by linking it to the existing Lean practices in Indian hospitals.
Design/methodology/approach
An empirical study based on cross-sectional survey of hospital managers and specialists in various private healthcare facilities across India was conducted to validate the proposed Lean framework. From an extensive literature survey, the authors identified quality, delivery, efficiency, accessibility and patient centeredness to be the main operational performance (OP) indicators for hospitals. Business or financial performance was measured based on parameters which are average revenue per occupied bed (ARPOB), earnings before interest, tax, depreciation and amortization (EBITDA) and operating revenue. Confirmatory Factor Analysis (CFA) was carried out using a specialized technique, called Structural Equation Modelling(SEM) and an explicit factor structure was hypothesized.
Findings
Management commitment towards Lean in hospitals is statistically proven to have impacted operational and financial performance. However, leanness in technology and business processes showed no statistical significance on either operational or financial performance parameters. Hospital stakeholders showed statistical significance on though it had no impact on the financial performance. Results obtained from the statistical analysis indicate a positive impact of hospital Lean practices on timely delivery of services and improved service quality. Efficiency, accessibility of services and patient centered behavior in hospital operations could not be statistically proven to have impacted the financial performance.
Social implications
Effectiveness of Lean management (LM) principles in improving hospital operations is largely dependent on patient centered behavior. Empowered employees who are trained to add value from a customer view point, make hospital operations safe and improved. Properly trained and communicated employees who are committed to quality improvements can make a positive impact on patients' quality of life and thus positively impact the society. The study lists ways to attain the required outcomes.
Originality/value
This paper is among the very few that has attempted to suggest ways to link implementation of Lean practices more effectively in Indian hospitals to improve hospital performance at operational and financial levels.
Details
Keywords
Mercy Toni, K.K. Jithina and K.V. Thomas
The main purpose of this paper is to outline the antecedents of patient satisfaction in the field of medical tourism (MT) applying extant literature and to develop a conceptual…
Abstract
Purpose
The main purpose of this paper is to outline the antecedents of patient satisfaction in the field of medical tourism (MT) applying extant literature and to develop a conceptual model based on the review.
Design/methodology/approach
This paper presents a thorough review of prior studies related to the antecedents of patient satisfaction in the MT sector. Moreover, it provides the theoretical base that helped the researcher to identify significant relationship between the patient satisfaction and its antecedents.
Findings
The researchers identified the prominent antecedents of patient satisfaction and present the potential interrelationships between different antecedents of patient satisfaction such as treatment quality, cost attractiveness, destination image and service quality with patient satisfaction based on the review.
Practical implications
The results have momentous practical implications as they will help researchers to better understand the antecedents of patient satisfaction and their potential inter linkages with patient satisfaction in MT sector. The conceptual model derived from the review may guide the actions of researchers as well as practitioners in the MT industry as a whole. The present study provides insights for further research in the MT sector and thereby helps to further enrich the existing theoretical base of the MT.
Originality/value
The study brings together the scattered knowledge from the broad and extensive range of medical or health tourism and cognate literature which indicate ideological differences among various aspects of MT as well as potential factors determining patient satisfaction in MT sector (antecedents of satisfaction). The newly developed model incorporates a new construct called “treatment quality” as different from “service quality,” which is a widely used construct to explain customer satisfaction. The antecedents of patient satisfaction and their inter-linkages with patient satisfaction provide a sound theoretical foundation for the future studies.
Details
Keywords
Abdulkareem Salameh Awwad, Abdel Latef Anouze and Elizabeth A. Cudney
This study aims to investigate and test the impact of competitive priorities, in terms of quality, speed, dependability, flexibility, cost and patient engagement, on patient…
Abstract
Purpose
This study aims to investigate and test the impact of competitive priorities, in terms of quality, speed, dependability, flexibility, cost and patient engagement, on patient satisfaction with healthcare services. It considers patients’ rather than managers’ points of view to collect responses about competitive priorities.
Design/methodology/approach
This research employed a cross-sectional survey design to analyze a sample of customers through an empirical study of 488 patients in Qatar’s healthcare service context.
Findings
The confirmatory factor analysis results show that competitive priorities and engagement positively and significantly impact patient satisfaction.
Research limitations/implications
Researchers can use this methodology to explore the role of competitive priorities in different service contexts and sectors. The researchers conducted the study in Qatar; therefore, the results are not generalizable to all healthcare sectors. However, regardless of geographic location, the research approach can be used in healthcare.
Practical implications
Managers can employ the developed scales to diagnose competitive priorities and improve customer service experiences.
Originality/value
The paper is original as it suggests using competitive priorities as a measurement tool for predicting patient satisfaction compared to prior research that mostly measured competitive priorities based on internal perspectives (managers’ perspectives). Further, this paper is original because it depends on the external perspective (customers’ perspective) for the competitive priorities for measuring patient satisfaction.
Details
Keywords
Ngatindriatun Ngatindriatun, Muhammad Alfarizi and Rafialdo Arifian
This study aims to explore the empirical correlation between patient flow issues, quality of green health services and patient satisfaction in specialist medical department…
Abstract
Purpose
This study aims to explore the empirical correlation between patient flow issues, quality of green health services and patient satisfaction in specialist medical department factors from patients’ perspectives as service consumers.
Design/methodology/approach
This research is a type of nonintervention empirical research that uses an open survey to explore the views and experiences of users of specialist medical department services. The targeted population is hospital patients included in the top five national PERSI (Indonesian Hospital Association) Award 2022 Green Hospital Category, with a total number of respondents of 572 people. This study uses the partial least square-structural equation modeling analysis method with the SmartPLS application.
Findings
Patient flow problems generally affect the quality of eco-friendly health services, except for the waiting time problem, which affects service quality. It should be understood as a top priority for patients to receive services from medical specialists without risking time as a core service aspect from the patient’s perspective. In addition, all variables in eco-friendly hospital services affect patient satisfaction, except in the case of visits to specialist medical departments, which do not affect medical support services and hospital practices that are responsive to the delivery of care services resulting from medical support services that are inseparable in integrated services as well as health care following medical ethics.
Originality/value
This study has a novelty in understanding the implications of green practice in determining patient satisfaction in medical specialist department as the epicenter of hospital services and the main object of assessment for the quality of hospital services.
Details
Keywords
Pritosh Kumar, Adriana Rossiter Hofer and Simone Peinkofer
Applying a middle-range theorizing to premises of signaling theory and the scarcity principle, this study aims to investigate the mechanisms and effects of different patterns of…
Abstract
Purpose
Applying a middle-range theorizing to premises of signaling theory and the scarcity principle, this study aims to investigate the mechanisms and effects of different patterns of post-stockout disclosures that highlight the limited supply and high quality of a durable good on consumer satisfaction with the shopping experience and purchase intention, mediated by consumer perceived product scarcity.
Design/methodology/approach
The hypotheses are tested with two scenario-based experiments. The first experiment—a between-subjects design—explores the effect of post-stockout disclosures on consumers' perceived scarcity, satisfaction, and purchase intention. The second experiment – a within-subject design – examines the impact of time on consumer responses to stockouts.
Findings
Results indicate that perceived product scarcity mediates the relationship between post-stockout disclosures and consumer outcomes. Specifically, post-stockout disclosures present an indirect positive effect on consumer purchase intention, despite reducing satisfaction beyond the effects of the stockout. These results are consistent when disclosures are sent through multiple channels. Results also show that consumers' perceived scarcity and purchase intention decrease over time while dissatisfaction levels remain the same when stockouts persist.
Practical implications
Even though consumers will be dissatisfied upon experiencing a stockout, specific patterns of post-stockout disclosures can be a valuable strategy for consumer retention and lost sales prevention.
Originality/value
While recent consumer-centric supply chain management literature has investigated mitigation strategies of detrimental consumer response to stockouts, such as “save-the-sale” tactics and price discounts, the mechanisms and effects of different patterns of post-stockouts disclosures highlighting the limited supply and high quality of the product are yet to be investigated.
Details
Keywords
Avinash D. Pathardikar, Praveen Kumar Mishra and Sangeeta Sahu
The purpose of this study is to determine the impact of distributive justice on normative commitment, both directly and indirectly through job satisfaction. Instead of integrating…
Abstract
Purpose
The purpose of this study is to determine the impact of distributive justice on normative commitment, both directly and indirectly through job satisfaction. Instead of integrating all the components of justice and commitment, distributive justice and normative commitment have been given prominence.
Design/methodology/approach
The data were collected through standardised scales from the 305 executives working in the top eight cement organisations located in the central part of the Indian subcontinent. Structural equation modelling (SEM) with bootstrapping was employed to evaluate the hypotheses.
Findings
The results proved that distributive justice helps increase normative commitment and affects job satisfaction positively. Additionally, job satisfaction acts as a mediator between distributive justice and normative commitment.
Research limitations/implications
Due to the adaptation of self-reported questionnaires, the chances of method bias cannot be completely denied. However, the Harman’s single-factor analysis was conducted to handle it. Moreover, the data were obtained from a single source, i.e. the cement industry.
Practical implications
HR practitioners may use the outcomes of this study to promote distributive justice while allocating their sources. It also helps in implementing specific strategies to improve job satisfaction and commitment.
Originality/value
The study proposed a more complex linear model that included job satisfaction as a mediator. Moreover, the study is conducted in emerging economies, which addresses the research gaps in the existing body of literature.
Details
Keywords
Deske W. Mandagi, Derby Chriestofle Rampen, Tonny Irianto Soewignyo and Ronny H. Walean
The purpose of this investigation is to scrutinize the unexplored realm concerning the interplay of hospital brand gestalt on patient satisfaction and revisit intentions.
Abstract
Purpose
The purpose of this investigation is to scrutinize the unexplored realm concerning the interplay of hospital brand gestalt on patient satisfaction and revisit intentions.
Design/methodology/approach
A self-administered online survey was conducted with 227 patients who had stayed at and received health-care services from a private hospital in the city of Manado, Indonesia, within the past 12 months. The quantitative data were subsequently analyzed using a structural equation model with the assistance of Smart PLS statistical software.
Findings
The results suggest that the hospital brand gestalt significantly and positively influences patient satisfaction, which, in turn, leads to patients’ intentions to revisit. Furthermore, patient satisfaction serves as a significant mediator in the relationship between brand gestalt and revisit intentions.
Research limitations/implications
This study enhances the comprehension of brand gestalt’s influence on customer attitudes and behaviors within the health-care context, contributing to the expanding body of literature concerning holistic brand perception. For health-care providers, the study underscores the significance of creating a uniform and distinctive brand experience to boost patient satisfaction and cultivate loyalty. In summary, this study paves the way for strategic branding initiatives in health care, ultimately enhancing patient experiences and organizational outcomes.
Practical implications
For health-care providers, this study emphasizes the importance of crafting a consistent and differentiated brand experience to enhance patient satisfaction and foster loyalty. Overall, this study opens avenues for strategic branding efforts in health care, ultimately improving patient experiences and organizational outcomes.
Originality/value
While there is a growing interest in the role of brand gestalt in marketing research, there is still a need for more empirical research to explore the link between brand gestalt, customer satisfaction and revisit intention. Surprisingly, to the best of the authors’ knowledge, no previous studies have investigated the role of brand gestalt in the context of health care.
Details
Keywords
Faezeh Ghaffari, Maryam Shabak, Nima Norouzi and Siyamak Nayyeri Fallah
This study aimed at the identification of perceptional environment properties in hospital public spaces that can affect salutogenic components and patients' overall satisfaction…
Abstract
Purpose
This study aimed at the identification of perceptional environment properties in hospital public spaces that can affect salutogenic components and patients' overall satisfaction and suggested a conceptual framework.
Design/methodology/approach
A systematic review focused on specific steps to clarify the impact of public spaces' environmental quality on patients' satisfaction through the salutogenic approach. Searches were conducted in five databases and four scientific journals.
Findings
Five perceptional environment components of hospital public spaces: physical–psychological comfort, visibility, accessibility, legibility and relationability can be related to three indicators of salutogenic approach: manageability, perception and meaning and can be evaluated in patients' overall satisfaction: desire to use hospital again, to recommend the hospital to others, to prefer hospital to other healthcare environments and to trust in the hospital.
Originality/value
Despite studies on healthcare environments, there is a lack of research on the salutogenic approach in hospital public spaces. Therefore, this paper focuses on the environmental quality in public spaces as an influence on patients' satisfaction with the salutogenic perspective to create a health-promoting environment.
Details
Keywords
Huicheng (Jeff) Wu, Nancy Nelson Hodges, Jin Su and Sukyung Seo
The purpose of this study was to investigate the affective and cognitive dimensions of satisfaction that impact the buyer-supplier relationship (BSR) from the supplier's…
Abstract
Purpose
The purpose of this study was to investigate the affective and cognitive dimensions of satisfaction that impact the buyer-supplier relationship (BSR) from the supplier's perspective and to consider satisfaction within the context of power-dependency theory.
Design/methodology/approach
Qualitative in-depth interviews were conducted with 20 Chinese apparel supply professionals who regularly interact with apparel buyers. Audio or video interviews were conducted via WeChat (the most popular social media platform in China).
Findings
A thematic analysis of the interview data revealed that both affective and cognitive dimensions of satisfaction impact the BSR. A model of supplier affective and cognitive satisfaction in a collaborative BSR was developed to illustrate the connections between the two dimensions.
Originality/values
Due to intense competition in the market, supplier satisfaction is essential for building relationships in the apparel industry. Existing studies have focused on satisfaction from the perspective of the buyer rather than the supplier because in a BSR, the buyer tends to hold more power. Moreover, research has primarily considered cognitive evaluations of satisfaction with the BSR. This study offers new insight on both cognitive and affective satisfaction from the perspective of suppliers within the context of power-dependency theory.
Details