Factors Affecting Customer Loyalty of Public and Private Hospitals in Addis Ababa: A Comparative Study
| dc.contributor.advisor | Mesfin Workineh (PhD) | |
| dc.contributor.author | Rute Bekele | |
| dc.date.accessioned | 2024-01-29T11:08:01Z | |
| dc.date.available | 2024-01-29T11:08:01Z | |
| dc.date.issued | 2023-03 | |
| dc.description.abstract | The purpose of this study is to examine factors that affect customer loyalty of public and private hospital in Addis Ababa. The study used an explanatory research design to identify any causal links between the research variables (quality, trust, image, satisfaction, switching cost and price). The research examines whether quality, trust, image, satisfaction, switching cost, and price affect customer loyalty. By using the convenience sampling technique, primary quantitative data were collected via questionnaires from 192 private hospitals patients and 193 public hospitals patients (a total of 385 patients from public and private hospitals). For data analysis, the statistical package for the social sciences (SPSS) was used. T-test (used to compare the hospitals), correlation and regression (to identify the relationship between the variables) are used to generate an effective study output. The T-test result shows price and switching cost have significant mean differences. The positive mean difference on price indicates that public hospital is more reasonable than private hospital prices. The mean difference on switching cost indicates the patient high tendency of shifting the current hospital in private hospitals than public hospital. The correlation result shows all variable except switching cost are positive and significant effect on customer loyalty. The result of regression analysis shows trust, image, satisfaction, and price have a positive and significant effect on consumers' loyalty to public hospitals. The remaining two variables, quality and switching, have no significant effect on customer loyalty. image, satisfaction, and price have a significant positive effect on customer loyalty, but quality, trust, and switching variables have no significant effect on the customer’s loyalty in the case of a private hospital. Finally, it was recommended that both hospitals should evaluate their customer satisfaction carefully by setting schedules. Private hospitals are encouraged to improve and work hard on price setting activities | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1505 | |
| dc.language.iso | en_US | |
| dc.title | Factors Affecting Customer Loyalty of Public and Private Hospitals in Addis Ababa: A Comparative Study | |
| dc.type | Thesis |