The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

Yıl 2017, Cilt: 3 Sayı: 1, 81 - 96, 25.12.2017

Arif Emre Akmaz Tuğçe Ozansoy Çadırcı

Öz

The evaluation of services is highly
dependable on consumers’ experiences and emotions toward the service encounter.
The service environment (the servicescape) has an influential aspect on
customers’ satisfaction and behavioral intentions including customer
loyalty.  This study aims to define the
possible effects of the healthcare service environment (healthscape) on consumer
experience, satisfaction and loyalty. The data was collected from patients that
has visited an outpatient clinic, ER, laboratory or had an operation from a
private or public hospital within the last 30 days. A questionnaire was
administrated to collect data on helathscape perceptions, emotional responses
toward the healthscape, customer satisfaction, and customer loyalty including
both re-purchase and WOM intentions. The study has yielded that the physical
dimension of the healthscape to be the most influential antecedent of consumers’
emotional responses.

Anahtar Kelimeler

helathscape, consumer emotions, customer experience, customer satisfaction, customer loyalty

The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

Öz

The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect on customers’ satisfaction and behavioral intentions including customer loyalty.  This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction and loyalty. The data was collected from patients that has visited an outpatient clinic, ER, laboratory or had an operation from a private or public hospital within the last 30 days. A questionnaire was administrated to collect data on helathscape perceptions, emotional responses toward the healthscape, customer satisfaction, and customer loyalty including both re-purchase and WOM intentions. The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.

Anahtar Kelimeler

helathscape, customer emotions, customer experience, customer satisfaction, customer loyalty

Kaynakça

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