Impact of Service Quality On Trust and Loyalty: An Empirical Study On Private Hospitals in Kurdistan Region of Iraq
Authors: Osman Sahin1
1Department of Business Management, Faculty of Administrative Sciences and Economics, Tishk International University, Erbil, Iraq
Abstract: 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.
Keywords: Functional Quality, Technical Quality, Hospital Service Quality, Trust, Loyalty, Private Hospital
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