Service quality in blood donation: satisfaction, trust and loyalty

Lucía Melián-Alzola and Josefa D. Martín-Santana ()
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Lucía Melián-Alzola: Universidad de Las Palmas de Gran Canaria
Josefa D. Martín-Santana: Universidad de Las Palmas de Gran Canaria

Service Business, 2020, vol. 14, issue 1, No 5, 129 pages

Abstract: Abstract This study proposes and validates a service quality scale for the blood donation process. It also analyses the impact that service quality has on donor satisfaction with the donation process, the trust inspired by the blood transfusion centre and donor loyalty in terms of repetition and recommendation. Based on a sample of 30,621 Spanish current blood donors, the proposed model was validated using SEM. The results revealed how important the quality of the donation process is in achieving donor satisfaction and reinforcing donor trust and loyalty.

Keywords: Blood donation; Service quality; Satisfaction; Trust; Loyalty (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1007/s11628-019-00411-7

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