UNRAVELING THE IMPACT OF CUSTOMER SATISFACTION ON LOYALTY IN HOSPITAL SECTOR: A MEDIATOR-MODERATOR APPROACH
Abstract
Customer pride plays a pivotal function in shaping patient loyalty in the clinic sector. This observe examines the complicated relationship among pride and loyalty through a mediator-moderator method. Leveraging statistics from healthcare centers, we explore how service pleasant, accept as true with, and emotional connection mediate this courting, even as demographic factors inclusive of age and earnings act as moderators. The findings reveal that client pride considerably enhances loyalty, with consider and emotional connection serving as critical mediators. Additionally, the moderating influence of demographic factors highlights the importance of tailor-made strategies for diverse affected person segments. Practical implications for health facility control consist of prioritizing customized care, fostering consider, and addressing unique demographic desires to build long-term loyalty. This study contributes to the wider knowledge of affected person conduct and gives actionable insights for enhancing healthcare provider transport and patient retention.
Keyword : Customer pride, Patient loyalty, Hospital region, Mediator-moderator technique, Service nice, Emotional connection, Trust, Healthcare control
This work is licensed under a Creative Commons Attribution 4.0 International License.
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