Towards an Improved Health Service Quality Delivery and Patient Loyalty: Does Satisfaction Really Matter?

The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the future; it ideally tested if the satisfaction of a patient had any role to play in such relationship. This study was conducted using data from (562) patients who received services from (4) four major but different private hospitals in Ghana. The five Service Quality dimensions; Tangibility, reliability, responsiveness, assurance and empathy, patient satisfaction and loyalty to the hospital were the variables well-thought-out for this study. A path analysis was done utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. The study prompted that empathy, responsiveness and tangibility (not assurance and reliability) impact patients’ satisfaction and patient's satisfaction is directly related to patients’ loyalty to the hospital/clinic

The Antecedes of Service Quality and Patients’ Satisfaction Equally Drive Patients’ Loyalty in Private Healthcare Delivery: Thinking the future

The healthcare industry in developing nations has recorded high progress rate in recent years, leading an initiative varied studies into the examination of patients’ comparative and varied views with regards to private healthcare providers service delivery. This study objectively focused on the hospital’s service quality, and patients’ satisfaction as a predictor and collective impact or on patient’s loyalty; it attempted to draw a distinctive border amongst quality of service and satisfaction of the patient, one with more effect size and predictive relevance to drive greater loyalty amongst the patients in a private healthcare delivery setting. A total of 562 patients recruited, participated in a cross-sectional survey with a questionnaire as the main and only data collection tool from four major private hospitals in Ghana. A path and linear regression analysis of the data was performed through SPSS 23 and Smart PLS version 3 in order to compute path coefficients, direct and indirect impacts of the factors; service quality and patient's satisfaction on patient’s loyalty to the hospital.  The study suggested that both clientele perceived service quality and patient satisfaction significantly influence patient loyalty. However, patient satisfaction with service delivery had a better predictive relevance and effect size than the quality of the service on patient loyalty in this study

Spotting the Critical Service Quality Determinants in the Ghanaian Retail Banking: Importance and Effects

Critical of the areas in customer-centered marketing paradigms and philosophies, is ensuring that existing customers are satisfied to enable you maintain their loyalty, repurchase and to woo in new clientele. The study examined the critical influences of customer satisfaction in the retail banking of Ghana and its effects on customers’ purchasing behavior. The study included 791 clienteles drawn from the sampling population. A cross-sectional survey was used to examine the experience of benefiting from service quality elements, perceived service quality and customers purchasing behavior based on a customized 18 dimensions of SERVQUAL. By means of frequency and mediation analysis, estimates for the direct and indirect effects of benefiting from the service quality influences on perceived service quality and consumer purchasing behavior was assessed. The impacts of evidence of service quality factors on customers purchasing behavior, was partially-mediated by perceived service quality with statistically-significant indirect effect. The results prompted that the banks’ aesthetics, cleanliness, communication skills, competence, availability, access and security of their clienteles be prioritized areas they can’t afford to fail. Keywords: Service Quality, Determinants, Retail Banking, Customer Satisfaction, Behavioral intentions. DOI: 10.7176/EJBM/11-27-08 Publication date:September 30th 201

Military expenditure and economic growth in China

Purpose: In this study, we contribute to the existing literature by examining the relationship between military spending changes and economic growth in China over the period 1995 to 2018 using Granger causality test. We would also explore short and long run relationship between GDP growth and military expenditure of China. Approach/Methodology/Design: Data used in this study are yearly data covering the period of 1995 to 2018 and the variables are Gross Domestic product (GDP) and Military Expenditure (ME). Data were collected from World Bank. GDP is at 2010 constant US prices and ME is expressed as a percentage of economic growth. All variables are transformed into the natural logarithmics to obtain growth effects. Findings: Using causality test, the causal relationship between the variables revealed that the alternative hypothesis should be accepted which is lagged GDP variable (proxy of economic growth) does not cause ME in our first VAR Granger causslity Wald test model. However, we discover and verified that there is one-way causality from economic growth to military spending, but no causality from military spending to economic growth is observed in this study. China’s positive economic growth can finance its military expenditure. Practical Implications: The study will contribute positively to the understanding of influence of GDP on military expenditure for emerging and developed ecconomies. Originality/value: This study innovates by using Cointegration, E-granger and Granger causality test to find out economic growth causing military expenditure in developing economies like China.peer-reviewe

Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Hospital’s perceived service quality is a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. The quality of services which is provided by healthcare providers emphasizes the actual hospital service process. In the hospital, patients’ satisfaction and hence loyalty could be widely used to determine hospital service quality. The study adopted a regression and path analysis utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) approach to analyze the influence of perceived quality of services of hospitals on patient’s satisfaction and loyalty based on the SERVQUAL dimensions. The study used data from (562) out-patients who had received services from (4) four major private hospitals in Ghana using purposive census sampling technique. Based on the analysis results, all five dimensions of the health services quality predictor of patients’ level of satisfaction and loyalty to the hospital’s services, explained that patients’ satisfaction and loyalty was affected by all dimensions of health service quality (RATER) simultaneously. Nonetheless, different impacts will be obtained if all dimensions were measured separately. The study incited that patients’ satisfaction and loyalty are influenced by the quality of medical/hospital services through its five components: reliability, assurance, tangibility, empathy and responsiveness

Relationship beyond the Workplace: Impact of Guanxi GRX Scale on Employee Engagement and Performance

The primary objective of this research was to find out the impact of GRX scale (ganqing, renqing, and xinren) on a non-Chinese working environment. Thus, to apply and ascertain the effect of the three dimensions of guanxi on employees’ engagement and, eventually, their job performance in an African working environment. This research used social exchange theory to explain the relationship between supervisors and their subordinates. The research data comprises 530 respondents who were randomly chosen from seven organizations. Smart-PLS 3.2.8 was the primary instrument used to analyze the data. The finding indicated that renqing, synonymous with mutual sharing or need for reciprocity, was highly significant with employee engagement and job performance. Hence, a win-win outcome is achieved whenever employers exhibit genuine concern and care for their employees. Additionally, there was a negative relationship between ganqing (emotional attachment) and employee engagement. This revealed that making decisions based on personal relationships will negatively affect employees’ engagement and job performance. This research adds to the literature by revealing that guanxi is applicable in non-Chinese workplaces