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Service quality and customer satisfaction in the health care industry - Towards health tourism market


Marković, Suzana; Lončarić, Dina; Lončarić, Damir
Service quality and customer satisfaction in the health care industry - Towards health tourism market // 13th IAPNM congress: Public, social and nonprofit marketing - Value creation and quality of life improvement / Mirna Leko Šimić (ur.).
Osijek: University of J, J.Strossmayer Osijek, Faculty of economics ; CROMAR ; IAPNM - International Association on Public and Nonprofit Marketing, 2014. str. 32-32 (predavanje, međunarodna recenzija, sažetak, znanstveni)


Naslov
Service quality and customer satisfaction in the health care industry - Towards health tourism market

Autori
Marković, Suzana ; Lončarić, Dina ; Lončarić, Damir

Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, sažetak, znanstveni

Izvornik
13th IAPNM congress: Public, social and nonprofit marketing - Value creation and quality of life improvement / Mirna Leko Šimić - Osijek : University of J, J.Strossmayer Osijek, Faculty of economics ; CROMAR ; IAPNM - International Association on Public and Nonprofit Marketing, 2014, 32-32

Skup
13th IAPNM congress: Public, social and nonprofit marketing - Value creation and quality of life improvement

Mjesto i datum
Osijek, Hrvatska, 12-14.06.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service quality; SERVQUAL; customer satisfaction; health care industry; health tourism

Sažetak
Service quality and customer satisfaction have been extensively researched in the profit sector, but are also important in the non-profit sector. Specialty hospitals and spas operate in the non- profit sector in Croatia, but some of them try to provide a part of their services to the health tourism market. Hospitals that work in the non- profit sector and especially those that see their future in the health tourism market need to pay attention to service quality and customer satisfaction. Although specialty hospitals are a vital segment of the Croatian health system, there has not been enough research regarding service quality and customer satisfaction measurement in that sector. This study investigates service quality measurement using the SERVQUAL model in the case of one specialty hospital for medical rehabilitation. Research results indicate the multidimensionality of the concept and the existence of a gap between patients' expectations and the perceptions of service quality. Patients who perceived a higher level of service quality show greater satisfaction with the services, as well as a higher level of loyalty to the hospital which provides medical services. The contribution of this paper is manifested as an encouragement for managers in specialty hospitals to devote greater attention to service quality and customer satisfaction measurement, especially when their goal is to enter the health tourism market.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Projekt / tema
13.02.1.2.01

Ustanove
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija