Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19
International Journal of Human Rights in Healthcare
ISSN: 2056-4902
Article publication date: 30 August 2021
Abstract
Purpose
The aim of the study is to investigate the effects of perceived healthcare service quality (human aspects, technical aspects and tangible aspects) on satisfaction and guest loyalty in the hotel industry in the COVID-19 pandemic era.
Design/methodology/approach
A total of 130 guests in the hotel were selected purposively in Iraq. Data from self-administered questionnaires were analyzed through the VB-SEM statistical technique using Smart-PLS software towards testing the hypotheses.
Findings
The findings indicated that perceived service quality influences satisfaction and guest loyalty of guests in the hotel. This study reveals that human aspects, technical aspects and tangible aspects directly positively affect satisfaction and guest loyalty in the hotel industry.
Originality/value
This study highlights that perceived service quality (human aspects, technical aspects and tangible aspects) are vital and practical strategic tools that could be positioned to accelerate guest loyalty in the hotel industry. Furthermore, satisfaction mediates the relationship between human aspects, technical aspects, tangible aspects and guest loyalty.
Keywords
Acknowledgements
The researcher thanks the jury members and everyone who contributed to data collection. The researcher also thanks sample groups for their participation in the study.
Citation
Mohammed, H.J., Mohammed, Q.A. and Rhima, M.H. (2021), "Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19", International Journal of Human Rights in Healthcare, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJHRH-06-2021-0134
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited