Abstract:
This abstract examines the effects and the relative importance of the four perceived
service quality dimensions on corporate image, customer satisfaction, and customer
loyalty. The findings of research which we have done indicate that the four
dimensions significantly influence and would affect corporate image, customer
satisfaction, and customer loyalty in order to build effective customer relationship
management.
More specifically, the doctor concern and staff concern dimensions are the most
important factor affecting customer satisfaction and customer loyalty. The
conveniences of the care process and tangibles dimensions are the most important
factor affecting corporate image.
To obtain results SPSS is used for analyzing the results from different views that were
collected by distributing 60 Questionnaires to N=300 outpatients of the five largest
private hospitals each in twin cities of Pakistan.
