Relationship Quality in High-Credence Service Setting (An Empirical Study on Top Performing Hospitals Operating in Ethiopia)
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 6
Abstract
The main purpose of this study was to investigate the antecedents and outcomes of the relationship between Service providers and consumers of a “high-credence” service, in Ethiopia. Relationship quality model was used to conceptualize as the degree of trust and satisfaction with the antecedent variables and Behavioral Outcomes of Relationship Quality.A self -administered structured Questionnaire was distributed to 354 Patients of top 12 public and private hospitals. Although a total of 354 questionnaires were distributed, only 322 questionnaires were returned at the end of the data collection process, which gave the response rate of 91 per cent. During the data cleaning process only 302 were found usable and used for the subsequent statistical analysis.The data was analyzed byPartial Least Squares (PLS) structural equation model -SmartPLS 3 software to test the twelve hypotheses. After testing the hypothesis, the service providers’ expertise, likeability, and communication effectiveness showed a significant influence on relationshipquality. Furthermore, expertise, likeability, and communication effectiveness influenced relationship quality which in turn led to the likelihood of re-patronage and word-of-mouth recommendation. On the other hand, Empathy was found insignificant in influencing relationship quality. In this study Relationship Quality, has significantly mediated antecedents withBehavioral Outcomes of Relationship Quality.The study also suggests ways in which service providers can improve the quality of the medical service providers -patient relationship.Future research can be conducted to investigate other high-credence service sectorsoperating in Ethiopia or high- credence service sectors in other developing countries particularly in Africa. This study examined the association between four possible antecedents and relationship quality in a real-world setting. The finding of this study will be valuable for customer relationship strategists in a high-credence context.
Authors and Affiliations
Dr Getie Andualem Imiru
Keywords
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- EP ID EP411562
- DOI 10.9790/487X-2006024660.
- Views 65
- Downloads 0
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