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Azade Fatemifar, Mirza Hassan Hosseini & Mohammad Mahmoudi Maymand

A Model for Customer Loyalty in the healthcare centers Case Study Shahid Shooride medical center

(Volume 85 - Année 2016 — Actes de colloques — Special edition)
Article
Open Access

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Abstract

Customer loyalty as a vital issue is considered for growth and survival of organizations in the competitive world. In this way, the cause and effect relationship between five latent variables were analyzed including social responsibility, trust, customer company identification, satisfaction, and patient loyalty and having 9 hypotheses.

To test the hypotheses the personal questionnaire was used and data from 405 individuals who referred to the Shahid Shoorideh medical Center was collected. randomly sampling method used and data was analyzed by statistical instruments. The descriptive statistics was performed using SPSS software and referential statistics was conducted using exploratory and confirmatory factor analysis and Structural Equation models and AMOS software. Result showed that the positive and significant relationship between corporate social responsibility, trust and customer company identification, and also relationship between patient’s satisfaction, customer company identification and trust was supported. The relationship between corporate social responsibility and customer satisfaction, and also relationship between loyalty and customer satisfaction was rejected. Accordingly, the effect of social responsibility on loyalty was approved indirectly having considered the mediating role of customer trust, customer company identification, and patient satisfaction. In addition, result represents the important role of trust and customer company identification in patients’ loyalty toward medical centers.

Keywords : customer company identification, loyalty., organizational social responsibility, patient’s satisfaction, patient’s trust

To cite this article

Azade Fatemifar, Mirza Hassan Hosseini & Mohammad Mahmoudi Maymand, «A Model for Customer Loyalty in the healthcare centers Case Study Shahid Shooride medical center», Bulletin de la Société Royale des Sciences de Liège [En ligne], Volume 85 - Année 2016, Actes de colloques, Special edition, 1026 - 1038 URL : https://popups.uliege.be/0037-9565/index.php?id=5838.

About: Azade Fatemifar

Master of Business Administration Payame Noor University Tehran, Fatemifar@gmail.com

About: Mirza Hassan Hosseini

Associated professor of Department of Business Administration Payame Noor University, Tehran,

About: Mohammad Mahmoudi Maymand

Associated professor of Department of Business Administration & MBA, Payame Noor University, PO Box 19395-3697 Tehran, IRAN