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COMPLAINTS: A FACTOR OF THE LOYALTY

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Author: 
*Thi Le Ha Nguyen
Country: 
Vietnam
Volume & Issue: 
Volume 03, Issue 11, November 2021
Page No: 
1945-1949
Abstract: 

The present paper investigates the impact of perceived service quality (PSQ) and patient complaint (PC) on patient loyalty (PL). A survey was carried out at the highest level of hospital in Vietnam during April 2018 through a self-administered questionnaire was given to inpatients who were used in healthcare. The data set was calculated by the SPSS software 25.0 and Amos 25.0 for structural equation modelling. Findings supported the PSQ influences PC and PL; PC influences PL. This suggested that PSQ and PC directly affect loyalty, which has implications for providers when considering PC as a mediator of PSQ and loyalty.

KeyWords: 
Perceived service quality, complaint, loyalty
PDF icon IJISRR-695.pdf

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