Abstract
This study measured service quality in an allied health industry to see whether differences in service quality were related to differences in satisfaction with the clinic and intentions to remain a patient at the clinic. While these relationships are well established in other service contexts, they have not been examined in an allied health context. The study suggested service quality directly influences people's behavioural intentions, providing a good foundation from which managers can develop strategies to improve patient loyalty. It would be useful to replicate the study in other health and non-health environments.
Original language | English |
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Qualification | Doctor of Philosophy |
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Award date | 26 Apr 2022 |
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Publication status | Unpublished - 2021 |