We propose two differentmeasures of the dental care industry: (a) BALG matrix, a new instrument to measure patient loyalty and its extent; (b) SERVQUAL based approach to measure patient satisfaction. Further investigation concerns the link between patient satisfaction and loyalty. The results prove that patient loyalty in the dental care industry is similar to consumer behaviour in all the other B2B and B2C services and furthermore, the results highlight low dependency of patient satisfaction on loyalty. © Springer-Verlag Berlin Heidelberg 2011.
We propose two different measures of the dental care industry: (a) BALG matrix, a new instrument to measure patient loyalty and its extent; (b) SERVQUAL based approach to measure patient satisfaction. Further investigation concerns the link between patient satisfaction and loyalty. The results prove that patient loyalty in the dental care industry is similar to consumer behaviour in all the other B2B and B2C services and furthermore, the results highlight low dependency of patient satisfaction on loyalty
Mariani, P., Zavarrone, M. (2011). Satisfaction, loyalty and WOM, in dental care sector. In S. Ingrassia, R. Rocci, M. Vichi (a cura di), New Perspectives in Statistical Modelling and Data Analysis (pp. 165-172). Springer [10.1007/978-3-642-11363-5_19].
Satisfaction, loyalty and WOM, in dental care sector
MARIANI, PAOLO;
2011
Abstract
We propose two differentmeasures of the dental care industry: (a) BALG matrix, a new instrument to measure patient loyalty and its extent; (b) SERVQUAL based approach to measure patient satisfaction. Further investigation concerns the link between patient satisfaction and loyalty. The results prove that patient loyalty in the dental care industry is similar to consumer behaviour in all the other B2B and B2C services and furthermore, the results highlight low dependency of patient satisfaction on loyalty. © Springer-Verlag Berlin Heidelberg 2011.
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