Abstract
The aims of this study are investigating the effect of service quality (SQ) dimensions on satisfaction, identifying the effect of satisfaction on word of mouth (WOM) communication and repurchase intention (RI) and searching a significant relationship between WOM and RI. Improving CS and delivering SQ help service providers to differentiate the offering. Thus our motive is to find out that the statement is true for healthcare industry. This study has adopted the work of Parasuraman et al.’s SERVQUAL variables. A structural equation model (SEM) that utilizes data from 369 patients facing a range of services is used and finds that empathy and assurance dimensions are positively related to customer satisfaction. However, customer satisfaction has a significant effect on WOM and RI which are found highly related.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
