Factors Affecting Customer Loyalty a Survey of Selected Private Hospitals
| dc.contributor.advisor | Worku, Andinet (PhD) | |
| dc.contributor.author | Arebo, Seada | |
| dc.date.accessioned | 2022-02-28T06:18:28Z | |
| dc.date.accessioned | 2023-11-04T14:12:27Z | |
| dc.date.available | 2022-02-28T06:18:28Z | |
| dc.date.available | 2023-11-04T14:12:27Z | |
| dc.date.issued | 2021-06 | |
| dc.description.abstract | Customer loyalty has become an essential element of an effective and successful organization as the Ethiopian health care industry is now witnessing a higher level of competition over market share as many new hospitals have entered the industry. The goal of this research was to examine the effect of trust, image, commitment, satisfaction, and switching cost on customer loyalty in private hospitals given its high credence and experience attribute. The paper examined recent health care customer loyalty study findings. Although research on factors affecting customer loyalty has been done, each studying different services, this paper comprehensively examines these factors over multiple selected private hospitals. The methodological approach involved a survey of 380 respondents who were patients of selected private hospitals in Addis Ababa using convenience sampling technique. The primary data was gathered through a structured questionnaire. Descriptive and inferential analyses were conducted using SPSS version 26. The findings of the study indicated that trust, image, commitment, satisfaction, and switching cost have a significant and positive effect on customer loyalty. Image was found to be more important with a higher beta value of 0.211. Finally, it was recommended that hospital management take extra effort to improve their image and build trust to attain high level of customer loyalty. The implications of these findings for research and practitioners are delineated at the end of this article. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/30366 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | customer loyalty | en_US |
| dc.subject | trust | en_US |
| dc.subject | image | en_US |
| dc.title | Factors Affecting Customer Loyalty a Survey of Selected Private Hospitals | en_US |
| dc.type | Thesis | en_US |