Effect of Perceived Value on Customer Satisfaction, Loyalty and Service Quality of Selected Hospitals in Chhattisgarh
Pushkar Dubey1, Satish Kumar Sahu2
1Pushkar Dubey, Assistant Professor & Head, Department of Management, Pandit Sundarlal Sharma Open University, Bilaspur (Chhattisgarh), India.
2Satish Kumar Sahu, Ph.D. Scholar, Department of Management, Pandit Sunderlal Sharma Open University, Bilaspur (Chhattisgarh), India.
Manuscript received on 14 November 2019 | Revised Manuscript received on 03 December 2019 | Manuscript Published on 10 December 2019 | PP: 58-64 | Volume-8 Issue-3S2 October 2019 | Retrieval Number: C10101083S219/2019©BEIESP | DOI: 10.35940/ijrte.C1010.1083S219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Health care sector in India has grown fast in the past few decades. The primary reason for existence of health care sector is to provide care for its patients and to satisfy their needs. Providing excellence in service is an imperative determinant for the escalation and development of health care units. The present study seeks to identify the effect of customers perceived value on customer satisfaction, loyalty and service quality of selected hospitals in the state of Chhattisgarh. With the help of 400 inpatient and outpatient sample respondent’s data were collected from ten hospitals covering four districts of Chhattisgarh. Purposive sampling technique was adopted for data collection with structured questionnaire. Structured equation modelling was performed for data analysis with the help of smart PLS v3 (trial). The study outcome revealed that the dimension customer perceived value is found to have positive effect on service quality, customer satisfaction and customer loyalty in health care sector of Chhattisgarh. Perceived value is also found to positively predict the dimension of service quality including assurance, tangibility, reliability, responsiveness and empathy
Keywords: Customer Loyalty, Customer Satisfaction, Hospital, Perceived Value, Service Quality.
Scope of the Article: Social Sciences