The impact of relationship marketing and patient satisfaction on patient loyalty Case study of a private hospital in Nigeria Aziza Yusuf Salka; Supervisor: Mehmet Yeşiltaş

Yazar: Katkıda bulunan(lar):Dil: İngilizce Yayın ayrıntıları:Nicosia Cyprus International University 2019Tanım: IX, 53 p. figure, table 30.5 cm CDİçerik türü:
  • text
Ortam türü:
  • unmediated
Taşıyıcı türü:
  • volume
Konu(lar): Özet: 'ABSTRACT This study concerns patient satisfaction, relationships marketing, and patient loyalty. This study aims to investigate the impact of relationship marketing, patient satisfaction on patient loyalty at a private healthcare organization in Nigeria. The researcher carried out the survey for this research comprising of a population of patients of a private Nigerian healthcare organization. Data were collected from 325 customers through a structured questionnaire. 5-point scale was used. Data analysis was done using descriptive statistics (frequency, reliability, correlation, regression). In terms of the degree of implementation of patient practices, the results showed that quality of service strategies are highly practiced and have also been seen as the most important practices to achieve customer and patient satisfaction and loyalty. Based on the findings, the researcher recommends that the health care organization put more emphasis on establishing good customer service, rewarding loyal patients, setting specific patient retention goals, and indicating a person to the market. Make cutting-edge patient relationships to analyze lost patient and periodic surveys. Keywords: Patient satisfaction, Patient loyalty, Relationship marketing'
Materyal türü: Thesis
Mevcut
Materyal türü Geçerli Kütüphane Koleksiyon Yer Numarası Durum Notlar İade tarihi Barkod Materyal Ayırtmaları
Thesis Thesis CIU LIBRARY Tez Koleksiyonu Tez Koleksiyonu YL 1463 S25 2019 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Healthcare Organizations Management Department T1606
Toplam ayırtılanlar: 0

Includes CD

Includes references (45-51 p.)

'ABSTRACT This study concerns patient satisfaction, relationships marketing, and patient loyalty. This study aims to investigate the impact of relationship marketing, patient satisfaction on patient loyalty at a private healthcare organization in Nigeria. The researcher carried out the survey for this research comprising of a population of patients of a private Nigerian healthcare organization. Data were collected from 325 customers through a structured questionnaire. 5-point scale was used. Data analysis was done using descriptive statistics (frequency, reliability, correlation, regression). In terms of the degree of implementation of patient practices, the results showed that quality of service strategies are highly practiced and have also been seen as the most important practices to achieve customer and patient satisfaction and loyalty. Based on the findings, the researcher recommends that the health care organization put more emphasis on establishing good customer service, rewarding loyal patients, setting specific patient retention goals, and indicating a person to the market. Make cutting-edge patient relationships to analyze lost patient and periodic surveys. Keywords: Patient satisfaction, Patient loyalty, Relationship marketing'

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