A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system

[1] Deitrick LM(2006)Becoming a leader in patient satisfaction: changing the culture of care in an academic community hospital Health Mark Q 23 31-57

[2] Capuano TA(1997)Patient satisfaction: a review of issues and concepts Soc Sci Med 45 1829-1843

[3] Paxton SS(2012)Chronic illness and patient satisfaction Health Serv Res 47 1-23

[4] Stern G(2005)Service quality at hospitals Asia Pacific Adv Consum Res 6 188-193

[5] Dunleavy J(1994)SERVPERF Versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality J Marketing 58 125-131

[6] Miller WL(1994)Service quality measurement J Health Care Mark 14 34-39

[7] Sitzia J(2004)The impact of visit frequency on the relationship between service quality and outpatient satisfaction: a South Korean study Health Serv Res 39 13-33

[8] Wood N(2008)An integrative model of customer’s perceptions of health care services in Taiwan Ser Ind J 28 1307-1319

[9] Carlin CS(1997)SERVQUAL: a tool for measuring patients’ opinions of hospital service quality in Hong Kong Total Qual Manage 8 145-152

[10] Christianson JB(1997)The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development Psychol Market 14 737-764

[1] Deitrick LM(2006)Becoming a leader in patient satisfaction: changing the culture of care in an academic community hospital Health Mark Q 23 31-57

[2] Capuano TA(1997)Patient satisfaction: a review of issues and concepts Soc Sci Med 45 1829-1843

[3] Paxton SS(2012)Chronic illness and patient satisfaction Health Serv Res 47 1-23

[4] Stern G(2005)Service quality at hospitals Asia Pacific Adv Consum Res 6 188-193

[5] Dunleavy J(1994)SERVPERF Versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality J Marketing 58 125-131

[6] Miller WL(1994)Service quality measurement J Health Care Mark 14 34-39

[7] Sitzia J(2004)The impact of visit frequency on the relationship between service quality and outpatient satisfaction: a South Korean study Health Serv Res 39 13-33

[8] Wood N(2008)An integrative model of customer’s perceptions of health care services in Taiwan Ser Ind J 28 1307-1319

[9] Carlin CS(1997)SERVQUAL: a tool for measuring patients’ opinions of hospital service quality in Hong Kong Total Qual Manage 8 145-152

[10] Christianson JB(1997)The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development Psychol Market 14 737-764