Service Quality, Customer Loyalty and Customer Retention Among Private Health Care Services in Mbarara City
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Date
2024-01-19
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Scientific Research Publishing
Abstract
This study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities
in Mbarara City. It specifically focused on how service quality affects cus- tomer retention and loyalty, and how loyalty in turn influences retention. A
cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare
centres, with their customers serving as the subjects of the investigation.The study distributed self-administered closed-ended questionnaires to the
participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the
research objectives, Pearson correlation was utilized to examine the rela-tionships between the variables under investigation, while Ordinary Least
Square regression was employed to assess the model’s predictive capability.The study revealed a noteworthy positive relationship between service qual-
ity and customer loyalty, as well as a significant positive correlation be-tween customer loyalty and customer retention. However, it was deter-
mined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare
management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive re-
sponsiveness of the doctors and other employees in the health centres, en-suring that the patients are assured of quality service and equipping the
health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among
private health care services in Mbarara City.
How to cite this paper: Harriet, N., Ar-thur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private
Health Care Services in Mbarara City.
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Citation
Harriet, N., Ar- thur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City. Open Journal of Social Sciences, 12, 101-126.