The Mediating Effect of Service Quality in the Link between Perceived Value and Customer Loyalty in Selected Hospitals of Chhattisgarh

Pushkar Dubey and Satish Kumar Sahu

The present study aims to find the mediating role of service quality in association between perceived value and customer loyalty in selected hospitals of Chhattisgarh state. With the help of 400 sample, respondent’s data were collected with structured questionnaires from five different hospitals each from public and private sectors undertakings. Purposive sampling technique was adopted for collection of data with predefined inclusion criteria. Covariance based Structural equation modelling (SEM) was performed to empirically test the conceptual model by the use of smart PLS v3 (trial) software. The study outcome confirmed that service quality dimension mediated the association between perceived value and loyalty of the customers in hospitals of Chhattisgarh. Sub dimensions of service quality in the form of tangibility, responsiveness and reliability were found significant in as mediator, whereas the sub dimension assurance and empathy were found to be insignificant as mediator.

Volume 11 | 10-Special Issue

Pages: 953-963

DOI: 10.5373/JARDCS/V11SP10/20192892