Can Positive Emotions Predict Consumer Satisfaction in Adverse Services? (original) (raw)
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International Journal of Business Marketing and Management (IJBMM), 2022
This study examines four variables, namely emotional branding, service quality, customer satisfaction and loyalty. The purpose of this study is to analyze and explain the effect of emotional branding and service quality on loyalty with customer satisfaction as a service strategy in hospitals. The research respondents were all patients who were being treated at the Aisyiyah Hospital in Malang, Indonesia. The research sample was 158 patients who according to the hospital database were classified as loyal patients. The analysis technique is descriptive and Structural Equation Modeling is solved by linear regression technique. A quantitative approach was chosen to explain the influence between research variables. Collecting data using a questionnaire. The results of this study found that emotional branding has led to customer loyalty which in turn has a positive impact on customer satisfaction. Service Quality has a positive impact on customer satisfaction and loyalty. The ability of hospital management to satisfy customers can be the main strategy to maintain the continuity of the business entity.
2021
To compete with other banks, a banking company should maintain customer satisfaction. It’s including service quality which is the most important thing to create customer satisfaction. Besides that, the completeness of the facility also affects customer satisfaction because the facility is one of physical evidence to achieve customer satisfaction. In addition to these factors, emotions could also affect customer satisfaction because emotion is an impersonal condition, covers underlying changes and behavior. Therefore companies should maintain customer emotions to have positive emotions. The approach used quantitative method and use questionnaires. Path Analysis used to analyze data with 100 respondents. From the data analysis, it can be concluded that: (1) there is an influence on the quality of service on emotions. (2) There is an effect of the completeness of facilities on emotions. (3) There is an effect of service quality on authority. (4) There is an effect of the completeness o...
The Healthcare Consumer: Satisfied or Happy – a Review
2021
INTRODUCTION: Customer satisfaction is an important aspect for any organisation. Satisfied customers, ensure loyalty to the organisation. Building customer loyalty has an advantage (Bansal and Gupta, 2001). Much academic research has taken place in this field (Stenbery, 1997).The concept of Happiness has been around for centuries. Early philosophers and great thinkers, date back to Aristotle, Plato and Socrates, in the western world and, closer to home we have Buddha, with his Middle Path; Confucius and the Dalai Lama. Satisfaction denotes less stress, which can lead to health, whereas happiness indicates not just health but exceeding customers' expectation too. OBJECTIVE: The review was done mainly through published articles to gain an insight in the areas of happiness and satisfaction and their measurements. METHODOLOGY: The review used descriptive cross-sectional research design using secondary sources related to satisfaction and happiness. Very few studies have focused on the patient in terms of both satisfaction as well as happiness. The review mainly identified concepts of satisfaction and happiness, for services in industry and was then related to the healthcare industry. RESULTS: A lot of efforts went into the concept of Satisfaction; however, Happiness was the new trend. CONCLUSION: The healthcare industry is unique, and management and delivery of customer experience service excellence is the ultimate goal.
A STUDY ON PATIENTS’ SATISFACTION IN A PRIVATE HOSPITAL OF INDORE
Customer satisfaction & service quality are one of the basic opportunities which help to run, to improve business and profit of the hospital, and especially save the loyalty of its customers. Good service is a result of organized corporate culture, which can be considered as a kind of social culture in general. Setting the values of a generalized trend of activity, rules, regulations and standards concretize this direction. In theory parts are described five determinants of good service quality and customer perception of service measuring. The intentions of the research study was to find out what customers think about hospital’s service quality and if customer satisfaction level is good enough to attract more consumers and save those who have been loyal to the hospital for years. Keywords: Perception, Expectation, Quality, Loyalty, Satisfaction, Healthcare
Journal of Business Research
Health care customers (patients) experience heightened emotions due to high stakes from risks to life, health, and well-being. Understanding and managing emotions during service experiences is an important area of inquiry because emotions influence customer perceptions, future intentions and behaviors. Yet despite its significance, research focusing on the impact of emotions on customer experiences remains fragmented, lacking a theoretically based conceptual framework. The authors attempt to fill this gap by addressing two important research questions contextualized in health care: (1) How can health care organizations better understand patient and family emotions during health care experiences? and (2) How should health care organizations use this understanding to design and better manage patient experiences to enhance patient well-being? The authors propose a new theoretically based framework on emotional responses following triggering events to enhance outcomes. Recommendations designed to enhance health care customer well-being are provided, as are directions to guide future work.
International Journal of Research Publications, 2021
The retail industry plays an important role in the business world. In the era of globalization, there will be many changes that will continue to occur. In 2017, the retail industry in Indonesia experienced complaints and tended to decline. One company that has successfully adapted and adjusted its strategy to the circumstances that have occurred is PT. Duta Intidaya Tbk. (DAYA) the manager of the Watsons Indonesia network. Watsons is a leading health and beauty product retailer in Asia which operates 7500 retail stores and 1500 pharmaceutical retail stores in the Asian and European markets, including Indonesia. This study aims to analyze how the influence of Senses, Interior Design, Signage, Facilities, Atmospherics, Staff, Other Visitor's Behavior, and The Visitor Himself / Herself on Customer Loyalty through Emotions. And this study hopes to provide benefits in increasing knowledge in the field of management, especially how much influence Emotions has in increasing Customer Loyalty which will then increase sales from Watsons. Causal research and quantitative methods will be used in this study by processing data in the AMOS version 22.0 application. Data will be collected by distributing questionnaires to 200 respondents with the characteristics of men and women aged 18-60 years, residing in Surabaya, and at least having bought at Watsons offline store 2 times in the last 3 months. In this study the results show that the variables that have a significant positive effect on Emotions are Senses, Interior Design, Signage, Atmospherics, Staff, The Visitor Himself / Herself and those that do not have a significant effect are Facilities and Other Visitor's Behavior. Then Emotions has a significant positive effect on Satisfaction and Satisfaction has a significant positive effect on Customer Loyalty. Has a significant effect on repurchase intention with the coefficient of regulation of 0.661 and C. R value of 9,420.
In-Patient Satisfaction and Its Associated Elements in Nishtar Hospital Multan
Zenodo (CERN European Organization for Nuclear Research), 2018
Objective: The quality of monitoring care of the patients in the hospitals plays a vital role to know about the contentment of the patients. This work was carried out to know about the reasons of the satisfaction of the patients. Methodology: Method which was used for the study in 2017 was cross sectional study. 476 patients from 5021 were chosen as sample. A face to face interview was carried out at discharge time in the hospitals. Talented personnel were chosen to take interviews. Pearson's Correlation was used to know about the correlation between the variables. Results: Most of the patients about eighty-three percent were happy because they were well looked after in hospitals but one percent were not happy with the prevailing conditions. More than ninety-one percent patients were very happy after talking with physicians and to see the way of their treatment. Nourishment status can have satisfied only twenty-seven percent patients. This research did not have any attachment with the qualification and age of the patients. Both genders were the part of this study whose stay at the hospitals was eleven to fifteen days because they were more satisfied with the way treatment was provided to them from hospital staff. Conclusions: Patients were very happy due to the way they were being cared in the hospitals. This kind of other research works are required for improving the care in the hospitals and it will bring best outcome.
Pakistan Journal of Medical and Health Sciences
Introduction: Worldwide competition on a rising segment drives the interest of patients and makes them more on edge towards the conveyance of healthcare administrations. The developing concern approximately wellbeing and elevated financial levels of present day civilization have escalation moved forward the healthcare demands and moved patterns of the population towards accomplishing a more advantageous way of life. Patient fulfillment could be a measure of the degree to which a patient is content with the health care they received from their health care provider. Persistent fulfillment is one of the foremost important factors to decide the victory of a wellbeing care facility Objective: To study the effects of patient’s satisfaction towards behavioural intentions of doctors and health care services in hospital Study design: Quantitative cross sectional Settings: Niazi welfare foundation teaching Hospital Sargodha Duration: Four months i.e. 1st May 2022 to 30th August 2022 Data Coll...