The impact of hospital reputation on patient loyalty

Many scholars have come to the agreement that customer loyalty gave tremendous effect on companies’ business survival.It had been noted that reputation included as one of the factors that developed customer loyalty and business successes.Reputation is one of the critical elements of customer’s evalu...

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Main Authors: Turay, Tiara, Mohd Mokhtar, Sany Sanuri, Gbadebo, Salimon Maruf
Format: Conference or Workshop Item
Language:English
Published: 2017
Subjects:
Online Access:http://repo.uum.edu.my/23696/1/CBMM%202017%20133%20139.pdf
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spelling my.uum.repo.236962018-04-02T00:21:45Z http://repo.uum.edu.my/23696/ The impact of hospital reputation on patient loyalty Turay, Tiara Mohd Mokhtar, Sany Sanuri Gbadebo, Salimon Maruf HD61 Risk Management Many scholars have come to the agreement that customer loyalty gave tremendous effect on companies’ business survival.It had been noted that reputation included as one of the factors that developed customer loyalty and business successes.Reputation is one of the critical elements of customer’s evaluation toward a company’s product or service. Customer evaluation shapes perception.Therefore creating good customers’ experience of service will create good customer perception.In health care organizations patients’ experience of medical service is crucial in shaping positive customer’s perception. When the patient didn’t have positive experience with the health care service, patients might end up with avoiding using the hospital service. Accordingly, enhancing patient’s loyalty, hospital reputation, and quality service become compulsory in order to stay competitive in the health care industry.The aimed of this study is to examine the consequence of hospital reputation on patient loyalty.Through the assessment of previous literatures related with reputation and customer loyalty, it is believed that hospital reputation has a strong influence on patients’ loyalty. 2017-10-29 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/23696/1/CBMM%202017%20133%20139.pdf Turay, Tiara and Mohd Mokhtar, Sany Sanuri and Gbadebo, Salimon Maruf (2017) The impact of hospital reputation on patient loyalty. In: 4th Conference on Business Management, 29 - 30 Oktober 2017, The Gurney Resprt Hotel & Recidences Penang, Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD61 Risk Management
spellingShingle HD61 Risk Management
Turay, Tiara
Mohd Mokhtar, Sany Sanuri
Gbadebo, Salimon Maruf
The impact of hospital reputation on patient loyalty
description Many scholars have come to the agreement that customer loyalty gave tremendous effect on companies’ business survival.It had been noted that reputation included as one of the factors that developed customer loyalty and business successes.Reputation is one of the critical elements of customer’s evaluation toward a company’s product or service. Customer evaluation shapes perception.Therefore creating good customers’ experience of service will create good customer perception.In health care organizations patients’ experience of medical service is crucial in shaping positive customer’s perception. When the patient didn’t have positive experience with the health care service, patients might end up with avoiding using the hospital service. Accordingly, enhancing patient’s loyalty, hospital reputation, and quality service become compulsory in order to stay competitive in the health care industry.The aimed of this study is to examine the consequence of hospital reputation on patient loyalty.Through the assessment of previous literatures related with reputation and customer loyalty, it is believed that hospital reputation has a strong influence on patients’ loyalty.
format Conference or Workshop Item
author Turay, Tiara
Mohd Mokhtar, Sany Sanuri
Gbadebo, Salimon Maruf
author_facet Turay, Tiara
Mohd Mokhtar, Sany Sanuri
Gbadebo, Salimon Maruf
author_sort Turay, Tiara
title The impact of hospital reputation on patient loyalty
title_short The impact of hospital reputation on patient loyalty
title_full The impact of hospital reputation on patient loyalty
title_fullStr The impact of hospital reputation on patient loyalty
title_full_unstemmed The impact of hospital reputation on patient loyalty
title_sort impact of hospital reputation on patient loyalty
publishDate 2017
url http://repo.uum.edu.my/23696/1/CBMM%202017%20133%20139.pdf
http://repo.uum.edu.my/23696/
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score 12.925488