The impact of social interactions on customer delight: Healthcare service perspective

Abstract

The purpose of this thesis is to study the components of delightful service and relationship between social interactions, customer loyalty, customer satisfaction and quality delivery. To reach our results Questionnaire-based survey was conducted in hospitals of Islamabad/Rawalpindi. Questionnaires were distributed using convenience-sampling techniques and people had to fill them based on their Interaction experience. The findings of this study will help healthcare managers to develop effective strategies to ensure a better quality of services to the customers. This study will guide healthcare service providers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. The keywords used for our research are Customer Satisfaction, Customer Delight, Social Interactions, Customer Loyalty and Quality Delivery etc