The influence of service quality on trust, satisfaction and customer positive word of mouth and revisit of Rama II Hospital
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Date
2016-09-22Author
Chantra-Aree, Chaichana
ไชยชนะ จันทรอารีย์
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Show full item recordAbstract
The objectives of this research were (1) To study the influence of the service
quality which consisted of the dimensions of tangible, reliability, responsiveness,
assurance and empathy on customer trust; (2) To study the influence of the service
quality and customer trust on customer satisfaction; (3) To study the influence of
customer trust and satisfaction on the positive word of mouth; (4) To study the influence
of customer trust and satisfaction on customer revisit and (5) To validate the causal
relationship model of the influence of service quality on trust, customer satisfaction,
customer positive word of mouth and revisit of Rama II Hospital with empirical data.
The variables in this investigation consisted of the following; service quality
which consisted of the dimensions of (1) tangible; (2) reliability (3) responsiveness (4)
assurance and (5) empathy as the independent variable; customer trust and
satisfaction as mediating variables and customer positive word of mouth and revisit as
dependent variables.
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