ABSTRACT

This study is to investigate the effect of healthcare service quality(interactive quality, environment quality, outcome quality) on customer satisfaction, trust and customer loyalty in healthcare industry. The study result confirmed that healthcare service quality is important factor affecting customer satisfaction and trust. Also customer satisfaction and trust are strong antecedents of customer loyalty. The sustain relationship with customer in medical center confirmed that outcome quality is salient factor to inpatient, interactive quality and outcome quality to patient. Accordingly, professional service of medical treatment and customization strategy are needed in medical institution.

KEYWORD

Healthcare Service Quality, Customer Satisfaction, Trust, Customer Loyalty

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