Sustainable business development of private hospitals in Vietnam: Determinants of patient satisfaction, patient loyalty and revisit intention
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Author(s)Phan Thanh HaiLink to ORCID Index: https://orcid.org/0000-0003-2176-9153
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Nguyen Thanh CuongLink to ORCID Index: https://orcid.org/0000-0003-0337-7631
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Van Chien NguyenLink to ORCID Index: https://orcid.org/0000-0003-2947-5870
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Mai Thi ThuongLink to ORCID Index: https://orcid.org/0009-0009-5103-1935
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DOIhttp://dx.doi.org/10.21511/ppm.19(4).2021.06
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Article InfoVolume 19 2021, Issue #4, pp. 63-76
- Cited by
- 922 Views
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318 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
The role of private hospitals is increasingly important in Vietnam. The study aims to determine associations between service quality and hospital brand image with satisfaction and patient loyalty, revisit intention at private hospitals in Vietnam. Quantitative cross-sectional data were collected from 268 patients in DaNang city, Vietnam. Scales to measure hospital service quality, hospital brand image, patient satisfaction, loyalty, and patient revisit intention were developed. The methods used to test the hypotheses of the study include exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). One notable finding in this study provides practical evidence on the relationship of hospital service quality and hospital brand image with patient satisfaction and loyalty. In addition, service quality has a direct influence on patient satisfaction and revisit intention as the indicator of patient loyalty. Meanwhile, hospital brand image has a direct influence on patient loyalty, although it did not influence patient satisfaction. Results of this study help providing the basis for the marketing and customer care programs of private hospitals in DaNang city, Vietnam.
- Keywords
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JEL Classification (Paper profile tab)M10, M31, Q01, I11
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References47
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Tables5
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Figures3
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- Figure 1. Conceptual model
- Figure 2. Standardized CFA results
- Figure 3. Standardized SEM model outcomes
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- Table 1. Questionnaire items
- Table 2. Demography of respondents
- Table 3. Rotated component matrix and Cronbach’s alpha testing
- Table 4. Result of composite reliability and average variance extracted testing
- Table 5. Hypotheses testing
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The influence of store atmospherics on customers’ satisfaction at selected South African retail outlets
Richard Mfundi Ndengane , Roger B. Mason ,
Misheck Mutize
doi: http://dx.doi.org/10.21511/im.17(1).2021.03
Innovative Marketing Volume 17, 2021 Issue #1 pp. 26-39 Views: 1983 Downloads: 2027 TO CITE АНОТАЦІЯIn the retail environment, customers are stimulated by the look and feel of a store and how it is laid out. Certain store elements create an atmosphere that attracts customers to certain outlets as their preferred shopping destination. Therefore, retailers need to ensure the customers’ shopping experience is enjoyable. This study aimed to examine the influence of atmospheric store elements on the factors that influence customers` satisfaction. A quantitative, cross-sectional, descriptive study was conducted in four retail outlets in Cape Town, South Africa, with data collected through a structured questionnaire distributed to the outlets’ customers. A systematic random sample of 388 responses was achieved. The information collected was analyzed using relevant descriptive and inferential statistics. Although small, positive correlations were found between the independent variables (cleanliness, lighting, music, floor adverts, employee efficient service, employee appearance) and the dependent variables (positive image of store, pleasant mood, time spent in store, intention to revisit store). As such, the study highlighted the importance of store atmospherics to the factors that encourage customers` satisfaction. Since little research has been done into store atmospherics in the South African context of grocery stores, this study has contributed new knowledge in this field.
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MTEs and revisit intention: The mediating role of destination attachment and sharing experiences on social media
Van Vien Vu ,
Van Hao Hoang ,
Hoai Thu Nguyen
doi: http://dx.doi.org/10.21511/im.20(2).2024.07
The study aims to investigate the role of destination attachment and sharing travel experiences on social media in the relationship between memorable tourism experiences (MTEs) and revisit intention. This study focused on Ha Long Bay, Vietnam, with limited research on predicting tourists’ intentions to revisit this destination. The self-administered questionnaire survey is applied to analyze the relationship between the variables and verify the hypotheses based on the collected 578 valid responses. The structural equation modeling was employed to test the relationships in the research model with SPSS 24.0 and SmartPLS 4.0. The results show that MTEs significantly and directly influence tourists’ intention to revisit a destination. MTEs also have a direct impact on destination attachment and sharing travel experiences on social media. Furthermore, the findings also prove that destination attachment and sharing travel experiences on social media directly affect revisit intention. It is worth noting that they act as intermediaries in the relationship between MTEs and tourists’ intentions to revisit a destination. This study contributes to a deeper understanding of tourists’ intentions to revisit and offers theoretical and practical implications.
