The impact of service quality on customer loyalty: A study of dental clinics in Jordan
Journal Title: International Journal of Medical and Health Research - Year 2019, Vol 5, Issue 1
Abstract
The present paper aimed at measuring the quality level of Jordanian dental clinics services from their customers’ perspective. It also aimed at identifying the impact of this quality level on customer loyalty. The present study was conducted through adopting a quantitative approach. In order to achieve the study’s objectives, the researchers of the present study implemented the SERVPERF scale. The latter scale consists of five service quality dimensions; (tangibility, reliability, responsiveness, assurance, and empathy). The questionnaire forms were distributed to (250) dental clinics’ customers in Jordan. However, the researchers collected (194) questionnaire forms (i.e. the response rate is 77.6 %).The collected data was analyzed statistically through using the (SPSS) program. It was concluded that customers believe that the quality level of Jordanian dental clinics services is medium measured by the SERVPERF dimensions jointly and separately. It was also concluded that the quality level of Jordanian dental clinics services has a statistically significant positive impact on customer loyalty. In the light of such results, the researchers recommend improving the quality level of dental care services through providing services that meet or exceed the customers’ expectations.
Authors and Affiliations
Dr. Tareq N Hashem, Dr. Nafez Nimer Ali
Keywords
Related Articles
- EP ID EP581827
- DOI -
- Views 195
- Downloads 0
Effectiveness of anti-hypertensive medications in prevention of cardiovascular disease: In cases of myocardial infarction
Comparative effectiveness of antihypertensive medications was evaluated in 100 Myocardial Infarction (MI) cases (52 STEMI and 48 NSTEMI). The information of antihypertensive medications being used prior to MI event was r...
Assessment of efficacy of local anaesthetic solutions for venepuncture: A comparative study
Background: In paediatric patients, topical local anaesthetic solutions are routinely used during venepuncture and venous cannulation. EMLA (eutectic mixture of local anaesthetics) and Ametop gel are two such topical sol...
A study on risk factors of patients with acute ischemic stroke at a tertiary care hospital
Introduction: Large vessel intracranial atherosclerosis is the commonest cause of ischemic stroke in India. Only a small number of ischemic stroke cases are able to have the benefit of thrombolytic therapy. Presently, pr...
Analysis of caesarean-section rates at an Urban Municipal Maternity Hospital according to Robson's ten group classification system
Background: Rising caesarean rates have been a matter of concern. The WHO proposes that health care facilities should use the Robson's 10 group classification system to audit their Caesarean sections (CS) rates. This wou...
Comparative study of efficacy and safety of topical 0.005% Calcipotriene and topical 0.1% Tazarotene in patients of Palmo-plantar psoriasis
Background: Topical therapies are the first line of treatment for patients with palmoplanter psoriasis affecting both palms and soles. Although in use for more than a decade yet we could not find any reports of studies d...