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

Author

Listed:
  • Tuğçe Ozansoy Çadırcı

    (Department of Business Administration, Yıldız Technical University 34700 Turkey)

  • Arif Emre Akmaz

    (Department of Business Administration, Yıldız Technical University, Istanbul)

Abstract

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 of 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 have 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.

Suggested Citation

  • Tuğçe Ozansoy Çadırcı & Arif Emre Akmaz, 2017. "The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions," Yildiz Social Science Review, Yildiz Technical University, vol. 3(1), pages 81-96.
    • Handle: RePEc:aye:journl:v:3:y:2017:i:1:p:81-96
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    References listed on IDEAS

    as
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    More about this item

    Keywords

    Healthscape; consumer emotions; customer experience; satisfaction; and loyaltyJournal: Yildiz Social Science Review;
    All these keywords.

    JEL classification:

    • F00 - International Economics - - General - - - General
    • F30 - International Economics - - International Finance - - - General
    • G00 - Financial Economics - - General - - - General
    • G10 - Financial Economics - - General Financial Markets - - - General (includes Measurement and Data)
    • K00 - Law and Economics - - General - - - General (including Data Sources and Description)
    • K20 - Law and Economics - - Regulation and Business Law - - - General
    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • M20 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - General
    • O10 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - General

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