{"id":"https://openalex.org/W2945103809","doi":"https://doi.org/10.2139/ssrn.1362601","title":"Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital","display_name":"Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2945103809","doi":"https://doi.org/10.2139/ssrn.1362601","mag":"2945103809"},"language":"en","primary_location":{"id":"doi:10.2139/ssrn.1362601","doi":"https://doi.org/10.2139/ssrn.1362601","is_oa":true,"landing_page_url":"https://doi.org/10.2139/ssrn.1362601","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"posted-content"},"volume":null,"type":"preprint","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.2139/ssrn.1362601","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069728012","display_name":"Selcen \u00d6zt\u00fcrkcan","orcid":"https://orcid.org/0000-0003-2248-0802","observed_orcids":["https://orcid.org/0000-0003-2248-0802"]},"institutions":[{"id":"https://openalex.org/I134235054","display_name":"Sabanc\u0131 \u00dcniversitesi","ror":"https://ror.org/049asqa32","country_code":"TR","type":"education","lineage":["https://openalex.org/I134235054"]},{"id":"https://openalex.org/I223464139","display_name":"Linnaeus University","ror":"https://ror.org/00j9qag85","country_code":"SE","type":"education","lineage":["https://openalex.org/I223464139"]},{"id":"https://openalex.org/I51195161","display_name":"\u00c9cole de management de Lyon","ror":"https://ror.org/009gmrj52","country_code":"FR","type":"education","lineage":["https://openalex.org/I51195161"]}],"countries":["FR","SE","TR"],"is_corresponding":true,"raw_author_name":"Selcen Ozturkcan","raw_affiliation_strings":["Department of Marketing, School of Business and Economics, Linnaeus University, Kalmar, SE-391 82, Sweden","EMLYON Business School, 23 Avenue Guy de Collongue, Ecully, 69132, France","Sabanci Business School, Sabanci University, Istanbul, Turkey"],"raw_orcid":"https://orcid.org/0000-0003-2248-0802","affiliations":[{"raw_affiliation_string":"Department of Marketing, School of Business and Economics, Linnaeus University, Kalmar, SE-391 82, Sweden","institution_ids":["https://openalex.org/I223464139"]},{"raw_affiliation_string":"EMLYON Business School, 23 Avenue Guy de Collongue, Ecully, 69132, France","institution_ids":["https://openalex.org/I51195161"]},{"raw_affiliation_string":"Sabanci Business School, Sabanci University, Istanbul, Turkey","institution_ids":["https://openalex.org/I134235054"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071997996","display_name":"Serkan Ayd\u0131n","orcid":"https://orcid.org/0000-0003-3618-8028","observed_orcids":["https://orcid.org/0000-0003-3618-8028"]},"institutions":[{"id":"https://openalex.org/I4210092500","display_name":"T\u00fcrk Telekom (Turkey)","ror":"https://ror.org/002famp79","country_code":"TR","type":"company","lineage":["https://openalex.org/I4210092500"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Serkan Aydin","raw_affiliation_strings":["T\u00fcrk Telekom Veri Ambar\u0131 ve Is Zekas\u0131 Grup M\u00fcd\u00fcrl\u00fcg\u00fc, B\u00fcy\u00fckdere Cd. Prof. Dr. B\u00fclent Tarcan Sk., \u0130stanbul 34349, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"T\u00fcrk Telekom Veri Ambar\u0131 ve Is Zekas\u0131 Grup M\u00fcd\u00fcrl\u00fcg\u00fc, B\u00fcy\u00fckdere Cd. Prof. Dr. B\u00fclent Tarcan Sk., \u0130stanbul 34349, Turkey","institution_ids":["https://openalex.org/I4210092500"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059382310","display_name":"Metin Ate\u015f","orcid":"https://orcid.org/0000-0003-1457-6484","observed_orcids":["https://orcid.org/0000-0003-1457-6484"]},"institutions":[{"id":"https://openalex.org/I74897591","display_name":"Marmara University","ror":"https://ror.org/02kswqa67","country_code":"TR","type":"education","lineage":["https://openalex.org/I74897591"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Metin Ates","raw_affiliation_strings":["Marmara University, Goztepe Campus, Istanbul, Istanbul 34840, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marmara University, Goztepe Campus, Istanbul, Istanbul 34840, Turkey","institution_ids":["https://openalex.org/I74897591"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102875840","display_name":"Ay\u015fe Tansel \u00c7etin","orcid":"https://orcid.org/0000-0002-3819-4221","observed_orcids":["https://orcid.org/0000-0002-3819-4221"]},"institutions":[{"id":"https://openalex.org/I134235054","display_name":"Sabanc\u0131 \u00dcniversitesi","ror":"https://ror.org/049asqa32","country_code":"TR","type":"education","lineage":["https://openalex.org/I134235054"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Ayse Tansel Cetin","raw_affiliation_strings":["Sabanci University, Orta Mahalle \u00dcniversite Caddesi 27, Istanbul, Orhanli, 34956 Tuzla 34956, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sabanci University, Orta Mahalle \u00dcniversite Caddesi 27, Istanbul, Orhanli, 34956 Tuzla 34956, Turkey","institution_ids":["https://openalex.org/I134235054"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5069728012"],"corresponding_institution_ids":["https://openalex.org/I134235054","https://openalex.org/I223464139","https://openalex.org/I51195161"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":26,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8217999935150146,"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":0.8217999935150146,"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/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.0934000015258789,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.0771000012755394,"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":0.9240000247955322},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9819999933242798},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/health-services","display_name":"health services","score":0.9359999895095825},{"id":"https://openalex.org/keywords/hospital-service-quality","display_name":"hospital service quality","score":0.5960000157356262},{"id":"https://openalex.org/keywords/asset-tangibility","display_name":"tangibility","score":0.7279999852180481},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9990000128746033},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9990000128746033},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.972000002861023},{"id":"https://openalex.org/keywords/courtesy","display_name":"courtesy","score":0.7210000157356262},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9990000128746033},{"id":"https://openalex.org/keywords/hospitalized-patients","display_name":"hospitalized patients","score":0.7400000095367432},{"id":"https://openalex.org/keywords/service-quality-gaps","display_name":"service quality gaps","score":0.5360000133514404}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7243098020553589},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7059357166290283},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6161559224128723},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6121697425842285},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5573620796203613},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.5334024429321289},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5173805952072144},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5123440027236938},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44138893485069275},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.12725603580474854},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"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":2,"locations":[{"id":"doi:10.2139/ssrn.1362601","doi":"https://doi.org/10.2139/ssrn.1362601","is_oa":true,"landing_page_url":"https://doi.org/10.2139/ssrn.1362601","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"posted-content"},{"id":"mag:2945103809","doi":null,"is_oa":false,"landing_page_url":"http://www.diva-portal.org/smash/record.jsf?pid=diva2:1241432","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"doi:10.2139/ssrn.1362601","doi":"https://doi.org/10.2139/ssrn.1362601","is_oa":true,"landing_page_url":"https://doi.org/10.2139/ssrn.1362601","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"posted-content"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.504800021648407,"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":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":28,"referenced_works":["https://openalex.org/W100315761","https://openalex.org/W174099568","https://openalex.org/W177667513","https://openalex.org/W659549537","https://openalex.org/W803700694","https://openalex.org/W1504489201","https://openalex.org/W1524018930","https://openalex.org/W1559330557","https://openalex.org/W1566864298","https://openalex.org/W1591511374","https://openalex.org/W1760867676","https://openalex.org/W1892456685","https://openalex.org/W1967512176","https://openalex.org/W1979907230","https://openalex.org/W1984759043","https://openalex.org/W2008202927","https://openalex.org/W2014553722","https://openalex.org/W2018872114","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2052073609","https://openalex.org/W2065422275","https://openalex.org/W2105347902","https://openalex.org/W2149137912","https://openalex.org/W2500387463","https://openalex.org/W2611897969","https://openalex.org/W3035994932","https://openalex.org/W3123471572"],"related_works":["https://openalex.org/W2098395728","https://openalex.org/W7100883499","https://openalex.org/W2119198272","https://openalex.org/W1543996964","https://openalex.org/W3044698066","https://openalex.org/W3156391265","https://openalex.org/W2571119953","https://openalex.org/W2612133642","https://openalex.org/W4399279198","https://openalex.org/W53943592"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":4},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":4}],"updated_date":"2026-11-09T13:22:03.289127","created_date":"2019-05-29T00:00:00"}
