Customer Satisfaction and Customer loyalty of Hospitals related studies
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Customer satisfaction plays the most important role in total quality management. In comparison with other traditional performance measures, customer satisfaction is probably less sensitive to seasonal fluctuations, changes in costs, or changes in accounting practices (Kotler, 2006) . reference( Kotler P(2006) Marketing management. 12th Ed., NY: Prentice Hall) A study of customer satisfaction, customer loyalty and quality attributes in Taiwan's medical service industry ( Hsiu-Yuan Hu , Ching-Chan Cheng , Shao-I Chiu* and Fu-Yuan Hong) oct 2010 This study examined how overall customer satisfaction and customer loyalty associated with the medical service quality attributes offered in Taiwan using Kano’s integrated model and the Customer Satisfaction Index Model. The results show that customer satisfaction was influenced by the one-dimensional and attractive attributes, and negatively affected by customer complaints. Surprisingly, the must-be attributes could...