Impact of service attributes on customer satisfaction and loyalty in a healthcare context

The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty.A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural...