Impact of Service Quality on Patient Satisfaction and Loyalty in Bangladeshi Hospitals
Authors
Md.Nazir Ullah
Faculty of Business and Technology, University of Cyberjaya, Cyberjaya, Malaysia
Author
Keywords:
Healthcare Service Quality,
Patient,
Satisfaction,
Loyalty,
Private Hospital,
Dhaka,
Bangladesh
Abstract
This study investigates the role of service quality in patient’s satisfaction and loyalty in Bangladesh. Data were collected from 3 hospitals in Dhaka, Bangladesh. This analysis uses Smart PLS, version 3.2.7 software to perform data analysis as this software is widely used to perform the PLS-SEM method in marketing research. The results of the study showed that service quality has a significant impact on patients’ loyalty through patients’ satisfaction. The study may help the practitioners and academicians to understand the vital and significant factors of customer satisfaction and loyalty.
