Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future
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Retaining existing customers is crucial for health insurance policy renewal, especially in the Indian market.
“The retention of existing customers is crucial for any health insurance policy renewal especially in Indian market (Meesala and Paul 2018; Panda et al. 2016).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Meesala and Paul 2018
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Ou, C.-C., Chen, K.-L., Tseng, W.-K., & Lin, Y.-Y. (2022) · Sustainability · doi:10.3390/su14041941 · Cited by 38 · see citing works
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- Authors
- Meesala, A., & Paul, J.
- Affiliations
- University of Puerto Rico System (PR)
- Corresponding author
- Meesala, Appalayya
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2018-01
- Volume
- 40
- Pages
- 261-269
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W2552837632
- Cited by
- 668
- References
- 61
- Citations by year
- 2026: 35 · 2025: 59 · 2024: 91 · 2023: 116 · 2022: 82 · 2021: 109 · 2020: 100 · 2019: 59 · 2018: 15 · 2017: 2
- FWCI
- 49.25
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Retailing and Consumer Services (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Health Sciences › Health Professions › General Health Professions › Healthcare Quality and Satisfaction
- Keywords
- hospital service quality, patient satisfaction, patient loyalty, SERVQUAL dimensions, reliability, responsiveness, tangibility, assurance, empathy, private hospitals, health care consumers, gender differences, developing countries
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