Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Management Department

Includes bibliography (sheets 39-45)

ABSTRACT Introduction: The healthcare industry is one of the largest and fastest growing industries globally and this fast growth coupled with technological advancements and globalization has led to a high level of competition and made industry evermore complex, delicate and multidimensional in the provision of its services. Thus, competitiveness in the industry has increased curiosity and concerns among patients regarding the services of healthcare being rendered in the selection of any hospital. Purpose: The purpose of this study is to investigate the relationship between healthcare service quality, patient satisfaction and loyalty and the mediating role of patient satisfaction on the relationship between service quality and loyalty in private hospitals with the application of the modified SERVQUAL Model Methodology: A questionnaire of 200 conveniently selected respondents was used to collect data. The service quality was measured with the SERVQUAL instrument. The data was analyzed through Pearson correlation and regression analysis Results: The findings revealed that there is significantly positive relationship between healthcare service quality and patient satisfaction and between service quality and patient loyalty in Private Hospitals in Northern Cyprus. It also found that there is a positive relationship between patient satisfaction and loyalty. The mediation results showed that patient satisfaction is a partial mediator of the relationship between service quality and loyalty. Conclusion and Implication: The findings of this study indicate that if healthcare organizations focus on convenience healthcare services or improve their delivery services, it will both improve satisfaction and loyalty. They can do it either through technology or personnel. The study indicates that healthcare service quality has a significant impact on loyalty of patients through patient satisfaction. Thus, managers can use the findings of this study to better the quality-loyalty relationship through patient satisfaction. With today's competition, loyalty is a necessary tool for sustainability especially for private healthcare organizations. Keywords: Health care, Hospitals, Patient Loyalty, Patient Satisfaction, Service Quality.