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
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