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dc.contributor.authorNgara, Thelma
dc.date.accessioned2020-01-29T13:22:28Z
dc.date.available2020-01-29T13:22:28Z
dc.date.issued2019-03
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/11008
dc.description.abstractWith the growing competition in the healthy industry around the globe and Zimbabwe in particular, it has become of paramount importance for the private hospitals to identify the factors that influence customer loyalty in hospitals as this will help them retain existing customers and attract new customers. The study aimed at evaluating factors influencing customer loyalty in the health care services sector using a case study of Harare CBD clinics. The researcher had to review relevant literature both theoretical and empirical literature inorder to have an understanding of the topic under study. Data were collected from the customers of five different private hospitals in Harare CBD which includes Harare Avenues Clinic, Baines Clinic, Belvedere Medical Centre, Corporate 24 and 24 hour CBD with a sample size of 280 respondents, where 20 respondents failed to bring back the questionnaires. As an instrument, a questionnaire was used for data collection from the respondents. To collect primary data, the researcher made use of a structured questionnaire and used SPSS version 16 to analyse the data from 260 questionnaires. The findings indicate that services quality offered, trust, price fairness and quality of services offered have significant impact on their loyalty to the private hospitals. The study recommends that hospitals should have to exercise a high level of commitment to deliver quality service, satisfy their patients and increase the satisfaction of patients by giving and keeping promise, by showing concern for the health of their patients, providing consistent quality services, showing respect for patients and fulfilling obligations to their patientsen_US
dc.language.isoenen_US
dc.publisherBUSEen_US
dc.subjectCustomer loyaltyen_US
dc.subjectHealth care serviceen_US
dc.titleFactors influencing customer loyalty in the health care services sector. A case of private health care services – Harare Zimbabween_US
dc.typeThesisen_US


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