How Customer Experience Quality affects Customer Satisfaction-Loyalty with Moderating role of Competitive Choices and Familiarity: Assessment of Private Hospitals in Pakistan.

Abstract

The present study has focused on determining loyalty for private hospitals in Pakistan while considering several customer experience quality factors. Customer satisfaction, familiarity and competitive choices have also been analyzed to intensify the significance of this study. The association among loyalty, satisfaction and peer to peer quality has also been investigated which has largely been ignored in prior studies despite having considerable significance. Cross sectional data was gathered using convenience sampling technique by distributing self-administered questionnaires in 15 major private hospitals. 493 correctly and completely filled questionnaires, out of 530, were returned back indicating that the response rate for this study was 93%. SPSS-25 and AMOS-22 were used for analyzing the collected data by executing different tests i.e. reliability, correlation, multiple regression, moderated regression and bootstrapping for mediation. The findings of the study demonstrate significant and positive associations of outcome quality, peer to peer quality and interaction quality with customer satisfaction which also has a strong influence over customer loyalty as well. Additionally, this research has also evidenced significant moderating role of familiarity with the three facets of customer experience quality on customer satisfaction. However, the association among customer satisfaction and loyalty has not been moderated by competitive choices.