Wafi, Shaban M S
(2023)
Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates.
PhD thesis, Universiti Sains Malaysia.
Abstract
This research examined the relevance of service quality and social media
marketing activities in the context of healthcare of the private hospitals in United Arab
Emirates. It encompasses the service quality dimensions of (physical environment,
customer-friendly staff, communication, reliability, and responsiveness) and the social
media marketing activities dimensions of (interaction, informativeness, customization
and perceived risk) that can influence patients’ revisit intention, through patient’s
satisfaction. The model incorporates two theories; the expectancy-disconfirmation
theory and uses and gratifications theory. A total of 213 respondent of patient’s
participated in this study from ten approved private hospitals in the United Arab
Emirates via survey questionnaire adopted from related literature. Data was collected
by using self- administered questionnaire adapted from related literature and then
analysed by using structural equation modeling via Smart PLS. Patient’s satisfaction
mediate the relationships between physical environment, reliability and responsiveness
on revisit intention with no effect for customer friendly staff and communication.
Patient’s satisfaction was found to have mediating effect between perceived risk
towards revisit intention with no effect for the remaining dimensions. There is a direct
relationship between (physical environment, reliability, responsiveness, and perceived
risk) and patients’ satisfaction with no effect for customer friendly staff,
communication, interactivity, customization and informativeness
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