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| The Relationship between Services Quality Diminutions and Companion Behaviour Intention to Revisit: the Mediating Role of Companion Satisfaction: A Conceptual Paper |
Mohamed Fathi A Aboulhoul, K.Ramanathan Kalimuthu
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Abstract:
Service quality includes different feature, which facilitate customer satisfaction; but service quality is not only the factor that can develop the quality services that meets the requirement and expectation of the customers. However, when the perception of customer service quality are high, behavioral intentions are favorable, which strengthen their relationship with the organization. The researcher has defined the service quality dimensions such as; tangibility, assurance, empathy, responsiveness, and reliability should be directly affect the companion satisfaction and companion behavior intention to revisit. In addition, this paper employ the companion satisfaction as a mediation variable that could enhance the effect of service quality dimensions on companion behavior intention to revisit. In the hospital industry, service quality is to provide best care and attention to the patients and their companion to make them satisfied and able to feel relaxed and comfortable.
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