The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

Measuring the impact of dental service quality on revisit intention using an extended SERVQUAL model

Background

The pursuit of quality services can lead to both service enhancement and increased motivation to visit dental centers for oral health treatment.

Aims

The purpose of this study is to investigate the effect of dental center service quality factors on revisit intention among adult patients by applying an extended service quality model (SERVQUAL).

Methods

This cross-sectional study was conducted between September and November 2023 in the outpatient waiting areas and clinical settings of Umm Al-Qura University Dental Teaching Hospital (UQU-DTH). A sample of 355 patients was invited by the convenience sampling method. The data was collected through a validated Arabic version of the extended SERVQUAL questionnaire. A hierarchical regression analysis was used to assess the incremental effects of the extended SERVQUAL factors on the intention of patients to revisit the UQU-DTH while controlling for demographic variables. Cronbach alpha was used to examine the internal consistency of each model factor.

Results

A total of 330 completed responses were received, with a 93% response rate. The findings indicated that demographic variables such as age and level of education contribute to some extent but become negligible when the extended SERVQUAL factors are included in the model. Moreover, the extended SERVQUAL model factors substantially improved the model. Three factors were found to positively and significantly affect the revisit intention, namely, "staff-related factors," "cost-effectiveness," and "responsiveness." Overall, the model explained 65.6% of the variance in the revisit intention (R2 = 0.656, p < 0.001).

Conclusion

The findings present a unique model that may be used to better understand the factors that influence patients' intentions to revisit dental centers in an educational setting. Additionally, it identified elements that dental center quality management needs to prioritize and address.

Role of Service Quality, Price, and Firm Image on Customer Satisfaction in Philippine Accounting Firms

This study examines the service quality of accounting firms in Pampanga, Philippines, and their customers’ satisfaction. Using the SERVQUAL model, the study explores the effect of service quality, price, and firm image on client satisfaction of accounting firms. The study conducted a field survey questionnaire using convenience sampling and collected 59 client-firm responses. The findings suggest that accounting firm clients are satisfied with the services they receive from their respective providers. Regression analysis indicates that service quality significantly affects only customer satisfaction. Price has a significant effect on service quality. The duration a client stays with the firm and services provided to the client also significantly impact controlling service quality. Additional testing shows that service quality mediates the influence of service price on customer satisfaction. The findings guide accounting firms to improve their client service quality.

The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth

Purpose

Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).

Design/methodology/approach

A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.

Findings

The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.

Originality/value

Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.

Study on the Influence of Cultural Contact and Tourism Memory on the Intention to Revisit: A Case Study of Cultural and Creative Districts

Cultural and creative tourism is emerging in tourism industry with the potential to be sustainable as an important carrier of traditional culture. This study adopts stimulus–response theory in a cultural integration perspective to investigate how tourists’ cultural memories, cultural contact, and attitude to culture affect their revisit intention. With the questionnaire survey responses from 651 tourists and structural equation modeling method, it was found that tourists’ cultural contact affected their revisit intentions directly and indirectly through cultural memory. Attitude to culture played critical moderating roles in the effects of tourists’ cultural contact on their cultural memory and revisit intention, but it had no significant impact on the relationship between tourists’ cultural memory and their revisit intention. This study indicates that cultural memory dominates tourists’ behavioral decisions, while attitude to culture highlights different effects at different influence paths. The findings provide marketers and managers with strategies for the sustainable development of cultural and creative districts.