Influence Of Perceived Service Quality, Social Media Marketing Activities And Patient Satisfaction On Patients Revisit Intention At Private Hospitals In United Arab Emirates
This research examined the relevance of service quality and social media marketing activities in the context of healthcare of the private hospitals in United Arab Emirates. It encompasses the service quality dimensions of (physical environment, customer-friendly staff, communication, reliability,...
| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2023
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| Subjects: | |
| Online Access: | http://eprints.usm.my/60736/ http://eprints.usm.my/60736/1/SHABAN%20M%20S%20WAFI%20-%20TESIS24.pdf |
| _version_ | 1848884525893943296 |
|---|---|
| author | Wafi, Shaban M S |
| author_facet | Wafi, Shaban M S |
| author_sort | Wafi, Shaban M S |
| building | USM Institutional Repository |
| collection | Online Access |
| description | This research examined the relevance of service quality and social media
marketing activities in the context of healthcare of the private hospitals in United Arab
Emirates. It encompasses the service quality dimensions of (physical environment,
customer-friendly staff, communication, reliability, and responsiveness) and the social
media marketing activities dimensions of (interaction, informativeness, customization
and perceived risk) that can influence patients’ revisit intention, through patient’s
satisfaction. The model incorporates two theories; the expectancy-disconfirmation
theory and uses and gratifications theory. A total of 213 respondent of patient’s
participated in this study from ten approved private hospitals in the United Arab
Emirates via survey questionnaire adopted from related literature. Data was collected
by using self- administered questionnaire adapted from related literature and then
analysed by using structural equation modeling via Smart PLS. Patient’s satisfaction
mediate the relationships between physical environment, reliability and responsiveness
on revisit intention with no effect for customer friendly staff and communication.
Patient’s satisfaction was found to have mediating effect between perceived risk
towards revisit intention with no effect for the remaining dimensions. There is a direct
relationship between (physical environment, reliability, responsiveness, and perceived
risk) and patients’ satisfaction with no effect for customer friendly staff,
communication, interactivity, customization and informativeness |
| first_indexed | 2025-11-15T19:08:06Z |
| format | Thesis |
| id | usm-60736 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T19:08:06Z |
| publishDate | 2023 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-607362024-06-21T07:30:56Z http://eprints.usm.my/60736/ Influence Of Perceived Service Quality, Social Media Marketing Activities And Patient Satisfaction On Patients Revisit Intention At Private Hospitals In United Arab Emirates Wafi, Shaban M S H1-99 Social sciences (General) This research examined the relevance of service quality and social media marketing activities in the context of healthcare of the private hospitals in United Arab Emirates. It encompasses the service quality dimensions of (physical environment, customer-friendly staff, communication, reliability, and responsiveness) and the social media marketing activities dimensions of (interaction, informativeness, customization and perceived risk) that can influence patients’ revisit intention, through patient’s satisfaction. The model incorporates two theories; the expectancy-disconfirmation theory and uses and gratifications theory. A total of 213 respondent of patient’s participated in this study from ten approved private hospitals in the United Arab Emirates via survey questionnaire adopted from related literature. Data was collected by using self- administered questionnaire adapted from related literature and then analysed by using structural equation modeling via Smart PLS. Patient’s satisfaction mediate the relationships between physical environment, reliability and responsiveness on revisit intention with no effect for customer friendly staff and communication. Patient’s satisfaction was found to have mediating effect between perceived risk towards revisit intention with no effect for the remaining dimensions. There is a direct relationship between (physical environment, reliability, responsiveness, and perceived risk) and patients’ satisfaction with no effect for customer friendly staff, communication, interactivity, customization and informativeness 2023-09 Thesis NonPeerReviewed application/pdf en http://eprints.usm.my/60736/1/SHABAN%20M%20S%20WAFI%20-%20TESIS24.pdf Wafi, Shaban M S (2023) Influence Of Perceived Service Quality, Social Media Marketing Activities And Patient Satisfaction On Patients Revisit Intention At Private Hospitals In United Arab Emirates. PhD thesis, Universiti Sains Malaysia. |
| spellingShingle | H1-99 Social sciences (General) Wafi, Shaban M S Influence Of Perceived Service Quality, Social Media Marketing Activities And Patient Satisfaction On Patients Revisit Intention At Private Hospitals In United Arab Emirates |
| title | Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates |
| title_full | Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates |
| title_fullStr | Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates |
| title_full_unstemmed | Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates |
| title_short | Influence Of Perceived Service Quality,
Social Media Marketing Activities And
Patient Satisfaction On Patients Revisit
Intention At Private Hospitals In United
Arab Emirates |
| title_sort | influence of perceived service quality,
social media marketing activities and
patient satisfaction on patients revisit
intention at private hospitals in united
arab emirates |
| topic | H1-99 Social sciences (General) |
| url | http://eprints.usm.my/60736/ http://eprints.usm.my/60736/1/SHABAN%20M%20S%20WAFI%20-%20TESIS24.pdf |