The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

Tuğçe Ozansoy Çadırcı and Arif Emre Akmaz
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Tuğçe Ozansoy Çadırcı: Department of Business Administration, Yıldız Technical University 34700 Turkey
Arif Emre Akmaz: Department of Business Administration, Yıldız Technical University, Istanbul

Yildiz Social Science Review, 2017, vol. 3, issue 1, 81-96

Abstract: The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect of customers’ satisfaction and behavioral intentions including customer loyalty. This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction, and loyalty. The data was collected from patients that have visited an outpatient clinic, ER, laboratory or had an operation from a private or public hospital within the last 30 days. A questionnaire was administrated to collect data on helathscape perceptions, emotional responses toward the healthscape, customer satisfaction, and customer loyalty including both re-purchase and WOM intentions. The study has yielded that the physical dimension of the healthscape to be the most influential antecedent of consumers’ emotional responses.

Keywords: Healthscape; consumer emotions; customer experience; satisfaction; and loyaltyJournal: Yildiz Social Science Review (search for similar items in EconPapers)
JEL-codes: F00 F30 G00 G10 K00 K20 M00 M20 O10 (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:aye:journl:v:3:y:2017:i:1:p:81-96

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