The study investigates the role of service quality in Ghana's private hospitals and its effect on patients' satisfaction and loyalty. A sample of 622 respondents was drawn using convenience sampling. ...Structural equation modeling using smart PLS was used to test the measures. The study found a significant positive relationship between service quality and patient satisfaction and also a significant positive relationship between patients' satisfaction and loyalty and that patients' satisfaction mediates the relationship between service quality and patients' loyalty. The study provides a useful guide to policy formulation for private healthcare practitioners.
Purpose
This study aims to explore the utility of relationship marketing (RM) practices in achieving customer loyalty (CL) via customer satisfaction (CS) as the mediator.
Design/methodology/approach
...A convenience sampling of 592 customers of private hospitals was used to generate data. Structural equation modelling (SEM) was used to analyse data to generate findings.
Findings
The study establishes a direct positive association between RM practices and CL. The study also found that CS mediates the relationship between RM practices and CL.
Practical implications
The study reinforces the role of RM as a significant driver of marketing performance in private hospitals.
Originality/value
The results are intended to guide policymakers of private hospitals to manage relationships to gain competitive advantage.
The study investigates the role of integrated marketing communications (IMC) and its effect on brand equity (BE) and business performance (BP) in Ghana's microfinance institutions (MFIs). A total of ...407 key staff of MFIs were surveyed using a questionnaire. Purposive sampling technique was employed to select respondents. Partial Least Squares (PLS) was used to test the hypothesised relationships between the constructs in the study. The results indicate a significant positive relationship between IMC and BE on one hand; IMC and BP on the other; and BE and BP. Finally, the study found that BE mediates the relationship between IMC and BP. The study provides a useful guide to strategy in marketing communications by delineating the crucial role that IMC plays in brand performance.
The purpose of the study was to investigate the role of service quality (SQ) and patients' satisfaction and behavioural intentions (BI). A sample of 614 respondents was generated. Convenient sampling ...was employed to select patients of 20 public hospitals in Ghana. Structural equation modelling using smart partial least squares was used to test the nature of relationships of the constructs of the study. The study found a significant positive relationship between SQ and patient satisfaction. Also, the study found a significant positive relationship between customer satisfaction and BI and that patient satisfaction mediates the relationship between SQ and BI. The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of the SERVQUAL model as a relevant tool for initiating continuous service improvement in Ghana's public healthcare sector. The results also have practical application to managers of public healthcare institutions and governments in the formulation of public policy for the health sector.
The study investigates the relationship between market orientation and behavioural intentions in Ghana's tourism industry using tourist satisfaction as a mediator. A sample of 226 respondents of 18 ...tourist destinations was drawn using a purposive sampling technique. Structural Equation Modelling (SEM) of Partial Least Squares (PLS) was employed to test the hypothesised relationships in the research model. The study found a significant positive relationship between market orientation and behavioural intentions and that tourist satisfaction mediates the relationship between market orientation and behavioural intentions. The study recommends that tourist destinations need to implement market orientation to improve their competitive advantage through tourist satisfaction and ultimately behavioural intentions. The study has practical implication on tourist destination marketing performance.
Patients’ perceptions of healthcare quality in Ghana Anabila, Peter; Kumi, Desmond Kwadjo; Anome, Janet
International journal of health care quality assurance,
02/2019, Letnik:
32, Številka:
1
Journal Article
Recenzirano
Purpose
The purpose of this paper is to investigate the role of service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) in Ghana’s health sector and a comparative analysis of ...private and public hospital SQ.
Design/methodology/approach
A convenient sample of 1,236 respondents was generated from both private and public hospitals. The study utilises an asymptotic distribution free estimation technique in CB-SEM using LISREL to test the relationships, while Wilcoxon–Mann–Whitney test was used to determine the differences in SQ performances between private and public hospitals.
Findings
The study found a significant positive relationship between SQ and CS. Also, the study found a significant positive relationship between CS and CL. Finally, SQ was found to be better in private hospitals, resulting higher CS and CL.
Practical implications
The study highlights the significant role SQ plays in generating CS and CL to guide healthcare provider policy decision making to improve healthcare delivery. It also serves as a guide to patients to make informed decisions regarding the choice of alternative hospitals.
Originality/value
The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of SERVQUAL-related model as a relevant tool for assessing SQ in Ghana’s health sector. The results also identified SQ gap between private and public hospitals and thus have implications on how hospitals should strategise to improve their SQ.
Current research has questioned the wisdom in over-reliance on customer satisfaction (CS) as the basis for achieving customer loyalty (CL) but rather emphasized the need for firms to go beyond merely ...satisfying customers to delivering delightful services to increase CL. This study investigates the relationship between Service quality (SQ) and CL, and the mediation role of CS and customer delight (CD) between them. A sample of 313 customers of luxury hotels in Ghana was selected using a convenience sampling technique. The results indicate that SQ had a significant positive effect on both CS and CD. Furthermore, both CS and CD effectively mediate the relationship between SQ and CL. However, CD had a more significant effect on CL compared to CS. This implies that while the quest for CL through SQ and CS is germane, hotels in Ghana need to go beyond just CS and emphasize CD since it has a relatively stronger effect on CL as the foundation for long-term performance. The results have strategic implications for the management of hotels in Ghana in their quest to increase CL as a pathway to lasting competitive advantage.
Patients’ perceptions of healthcare quality in Ghana Anabila, Peter; Kumi, Desmond Kwadjo; Anome, Janet
International journal of health care quality assurance,
2019-Feb-11, Letnik:
32, Številka:
1
Journal Article
Recenzirano
Purpose
The purpose of this paper is to investigate the role of service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) in Ghana’s health sector and a comparative analysis of ...private and public hospital SQ.
Design/methodology/approach
A convenient sample of 1,236 respondents was generated from both private and public hospitals. The study utilises an asymptotic distribution free estimation technique in CB-SEM using LISREL to test the relationships, while Wilcoxon–Mann–Whitney test was used to determine the differences in SQ performances between private and public hospitals.
Findings
The study found a significant positive relationship between SQ and CS. Also, the study found a significant positive relationship between CS and CL. Finally, SQ was found to be better in private hospitals, resulting higher CS and CL.
Practical implications
The study highlights the significant role SQ plays in generating CS and CL to guide healthcare provider policy decision making to improve healthcare delivery. It also serves as a guide to patients to make informed decisions regarding the choice of alternative hospitals.
Originality/value
The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of SERVQUAL-related model as a relevant tool for assessing SQ in Ghana’s health sector. The results also identified SQ gap between private and public hospitals and thus have implications on how hospitals should strategise to improve their SQ.
Purpose
This study aims to investigate the relationship between brand positioning and business performance, as well as the mediation effect of brand equity between them within the context of Ghana’s ...alcoholic beverages industry.
Design/methodology/approach
A sample of 196 staff across four alcoholic beverage firms in Accra, Ghana was selected using a judgemental sampling technique. A structural equation modelling approach using partial least squares was used to conduct the analyses to answer the research hypotheses.
Findings
All the hypotheses were confirmed in line with extant literature. Specifically, the study found a positive relationship between brand positioning and business performance. The study also found that brand equity partially mediates the relationship between brand positioning and business performance.
Practical implications
The study serves as a useful guide to strategy and policy formulation in branding in general and specifically on how brand positioning can be effectively deployed as a key strategy to enhance business performance.
Originality/value
The study has practical implications not only for the marketing and sale of alcoholic beverages in Ghana to achieve financial performance but also for lasting competitive advantage.
