Literature Review Of Quality Service And Customer Satisfaction Theory

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This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.
The literature review “is the part of the thesis where there is extensive reference to related research and theory in your field; it is where connections are made between the source texts that you draw on and where you position yourself and your research among these sources”. (Ridley,2008).
2.1 Theoretical Background The definition of Thomassen and SERVQUAL model by Parasuraman will be used in the research, given the importance of perception. This meshes well with the service offerings of AKUH, which fall into
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In his satisfaction model (Fig. 1), Thomassen shows that word-of-mouth, personal needs, past experiences, and marketing and public relations determine customers’ needs and expectations. These factors are compared to their experiences, and this comparison between expectations and experiences determines a customer’s satisfaction level. Thomassen’s model is important in this study, as it can reveal both to what extent AKUH patients are satisfied and where improvements are…show more content…
Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80). The definition of Zeithaml & Bitner (2003) is slightly different from that of Thomassen: “Satisfaction is the consumer fulfilment response. It is a judgement that a product or service feature, or the product of service itself, provides a pleasurable level of consumption-related fulfilment.” The emphasis of Zeithaml & Bitner is thus on obtaining a certain satisfaction in relation to purchasing A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,
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