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الرئيسية > Studying the Effect of the Cus...>الوصف

Studying the Effect of the Customer’s Experience in the Health Sector: An Applied Study on a Sample of Patients in Private Hospitals in the Middle-Euphrates Area

المصدر: مجلة القادسية للعلوم الإدارية والاقتصادية
الناشر: جامعة القادسية - كلية الادارة والاقتصاد
المؤلف الرئيسي: Abdul Rasool, Hussien Ali (Author)
مؤلفين آخرين: Awad, Iqbal Kumail (Co-Author)
المجلد/العدد: مج24, ع1
محكمة: نعم
الدولة: العراق
التاريخ الميلادي: 2022
الصفحات: 22 - 32
ISSN: 1816-9171
رقم MD: 1268855
نوع المحتوى: بحوث ومقالات
اللغة: الإنجليزية
قواعد المعلومات: EcoLink
مواضيع:
الخدمات الصحية | رضا المرضى | الإدارة الصحية | المستشفيات الخاصة
كلمات المؤلف المفتاحية:
Customer’s Experience | Customer’s Satisfaction | Re-Purchase | Pronounced Mouth Word
رابط المحتوى:

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المستخلص: The purpose of the current study is to study the customer’s experience and its impact on satisfaction, re¬purchase, and verbal speech in the health sector. The design of the study depends on the descriptive method by adopting a special scale built in the light of previous research and studies. The scale of the experiment involved both dimensions (verbal experience and emotional experience). The study tried to answer the main question which is whether “the customer's experience can achieve a positive response by the customer through satisfaction, re-purchase, and word of mouth. About (230) questionnaire forms were distributed to patients in hospitals in the Middle-Euphrates area, (225) of which were properly filled out. The study used a set of statistical tools like (arithmetic means, standard deviation, Cronbach's alpha coefficient, and T and F test) for testing the study hypotheses. The study reached a group of results, the most important of which are the patients’ perception of their successful experiences with the hospital contributes in enhancing customers' motives to reassure hospital services and generates future intentions to limit health dealings with the same hospital and achieve the patient's customer’s comprehensive satisfaction. In its light, the study recommended that the studied hospitals should achieve the patients’ satisfaction on the health experience in general, and that requires them to provide the patient with convenient services that meet his/her needs and requirements. This requires continuous surveys for patients concerning their convictions about services and satisfaction with the hospital and its medical staff, communication with customers and encouraging them to provide feedbacks concerning the level of services, and provision of proposals for future development.
ISSN: 1816-9171

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