{"id":"https://openalex.org/W1602797635","doi":"https://doi.org/10.4102/sajbm.v35i4.666","title":"The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry","display_name":"The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry","publication_year":2004,"publication_date":"2004-12-31","ids":{"openalex":"https://openalex.org/W1602797635","doi":"https://doi.org/10.4102/sajbm.v35i4.666","mag":"1602797635"},"language":"en","primary_location":{"id":"doi:10.4102/sajbm.v35i4.666","doi":"https://doi.org/10.4102/sajbm.v35i4.666","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v35i4.666","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/666/600","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://sajbm.org/index.php/sajbm/article/download/666/600","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025893269","display_name":"Christo Boshoff","orcid":"https://orcid.org/0000-0002-8340-2034","observed_orcids":["https://orcid.org/0000-0002-8340-2034"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"C. Boshoff","raw_affiliation_strings":["Department of Business Management, University of Port Elizabeth"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Management, University of Port Elizabeth","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5063924423","display_name":"Beverley Gray","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"B. Gray","raw_affiliation_strings":["Department of Business Management, University of Port Elizabeth"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Management, University of Port Elizabeth","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":11968,"currency":"ZAR","value_usd":650},"apc_paid":{"value":11968,"currency":"ZAR","value_usd":650},"fwci":9.3912,"has_fulltext":true,"cited_by_count":340,"citation_normalized_percentile":{"value":0.96866246,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"35","issue":"4","first_page":"27","last_page":"38"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.003700000001117587,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.003000000026077032,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9900000095367432},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9169999957084656},{"id":"https://openalex.org/keywords/repurchase-intention","display_name":"repurchase intention","score":0.8510000109672546},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8820000290870667},{"id":"https://openalex.org/keywords/private-hospitals","display_name":"private hospitals","score":0.9240000247955322},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9330000281333923},{"id":"https://openalex.org/keywords/patient-loyalty","display_name":"patient loyalty","score":0.3619999885559082}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7254227995872498},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6559447050094604},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6544259786605835},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6192135810852051},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6127734184265137},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.4664228558540344},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.431964635848999},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.4272170066833496},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4183485507965088},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.40078577399253845},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.363745778799057},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1151961088180542},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.4102/sajbm.v35i4.666","doi":"https://doi.org/10.4102/sajbm.v35i4.666","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v35i4.666","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/666/600","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:a056fddec8244adf9a7d96c6b505e925","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/a056fddec8244adf9a7d96c6b505e925","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"South African Journal of Business Management, Vol 35, Iss 4, Pp 27-38 (2004)","raw_type":"article"},{"id":"pmh:oai:econstor.eu:10419/218311","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10419/218311","pdf_url":null,"source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"}],"best_oa_location":{"id":"doi:10.4102/sajbm.v35i4.666","doi":"https://doi.org/10.4102/sajbm.v35i4.666","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v35i4.666","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/666/600","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.46810001134872437,"display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1602797635.pdf","grobid_xml":"https://content.openalex.org/works/W1602797635.grobid-xml"},"referenced_works_count":38,"referenced_works":["https://openalex.org/W24765036","https://openalex.org/W206233262","https://openalex.org/W1455842895","https://openalex.org/W1689771227","https://openalex.org/W1971472674","https://openalex.org/W1983364918","https://openalex.org/W1983883977","https://openalex.org/W1988447536","https://openalex.org/W1989528006","https://openalex.org/W1997256798","https://openalex.org/W1998982603","https://openalex.org/W2025618885","https://openalex.org/W2026368098","https://openalex.org/W2039989858","https://openalex.org/W2040885827","https://openalex.org/W2044519557","https://openalex.org/W2046752514","https://openalex.org/W2054095862","https://openalex.org/W2063821546","https://openalex.org/W2065813178","https://openalex.org/W2080633244","https://openalex.org/W2121034363","https://openalex.org/W2133844128","https://openalex.org/W2148669563","https://openalex.org/W2156948047","https://openalex.org/W2160251858","https://openalex.org/W2166475989","https://openalex.org/W2276939329","https://openalex.org/W2333954233","https://openalex.org/W2478837940","https://openalex.org/W2500387463","https://openalex.org/W2799071688","https://openalex.org/W2973112306","https://openalex.org/W3014952447","https://openalex.org/W4302038274","https://openalex.org/W6641122890","https://openalex.org/W7048692256","https://openalex.org/W7070833347"],"related_works":["https://openalex.org/W7061420583","https://openalex.org/W2800545318","https://openalex.org/W2491046240","https://openalex.org/W2612133642","https://openalex.org/W3164547937","https://openalex.org/W3204458952","https://openalex.org/W1580834854","https://openalex.org/W2162450202","https://openalex.org/W7167022137","https://openalex.org/W7221323457"],"abstract_inverted_index":{"The":[0,33],"objective":[1],"of":[2,39,43,46,84],"this":[3],"study":[4],"was":[5],"to":[6,63],"investigate":[7],"whether":[8],"superior":[9,13],"service":[10,47,80],"quality":[11,48,81],"and":[12,49,65,87,94,108,118],"transaction-specific":[14,50],"customer":[15,51,66,97],"satisfaction":[16,52,98],"will":[17],"enhance":[18],"loyalty":[19,58],"(as":[20,59],"measured":[21,60,70],"by":[22,61],"purchasing":[23],"intentions)":[24],"among":[25],"patients":[26],"in":[27],"the":[28,40,68,79,105],"private":[29],"health":[30],"care":[31],"industry.":[32],"research":[34],"design":[35],"allowed":[36],"an":[37],"assessment":[38],"relative":[41],"impact":[42,89,113],"individual":[44],"dimensions":[45,82,99],"on":[53,91,115],"two":[54],"dependent":[55],"variables,":[56],"namely":[57],"intentions":[62],"repurchase)":[64],"satisfaction,":[67],"latter":[69],"as":[71],"\u2018overall\u2019":[72],"or":[73],"cumulative":[74],"satisfaction.The":[75,96],"results":[76],"reveal":[77],"that":[78],"Empathy":[83],"nursing":[85,106],"staff":[86,107],"Assurance":[88],"positively":[90,114],"both":[92,116],"Loyalty":[93,117],"Cumulative":[95,119],"Satisfaction":[100,103,109],"with":[101,104,110],"meals,":[102],"fees":[111],"all":[112],"satisfaction.":[120]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":13},{"year":2023,"cited_by_count":20},{"year":2022,"cited_by_count":15},{"year":2021,"cited_by_count":21},{"year":2020,"cited_by_count":18},{"year":2019,"cited_by_count":17},{"year":2018,"cited_by_count":21},{"year":2017,"cited_by_count":22},{"year":2016,"cited_by_count":23},{"year":2015,"cited_by_count":19},{"year":2014,"cited_by_count":31},{"year":2013,"cited_by_count":25},{"year":2012,"cited_by_count":18}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}