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Service quality in blood donation: satisfaction, trust and loyalty

Author

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  • Lucía Melián-Alzola

    (Universidad de Las Palmas de Gran Canaria)

  • Josefa D. Martín-Santana

    (Universidad de Las Palmas de Gran Canaria)

Abstract

This study proposes and validates a service quality scale for the blood donation process. It also analyses the impact that service quality has on donor satisfaction with the donation process, the trust inspired by the blood transfusion centre and donor loyalty in terms of repetition and recommendation. Based on a sample of 30,621 Spanish current blood donors, the proposed model was validated using SEM. The results revealed how important the quality of the donation process is in achieving donor satisfaction and reinforcing donor trust and loyalty.

Suggested Citation

  • Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:1:d:10.1007_s11628-019-00411-7
    DOI: 10.1007/s11628-019-00411-7
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    References listed on IDEAS

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