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Boontip Boonbumroongsuk. The Service Experience Designed Factor Affecting Customer Loyalty: A Case Study in The Healthcare Business in Thailand. (). มหาวิทยาลัยแม่ฟ้าหลวง. ศูนย์บรรณสารและสื่อการศึกษา. : , .
The Service Experience Designed Factor Affecting Customer Loyalty: A Case Study in The Healthcare Business in Thailand
Name: Tarittawan Chareanporn
Address:
333 Moo1, Thasud, Muang, Chiang Rai 57100
Organization :
Research Administration Division, Mae Fah Luang University
Email :
library@mfu.ac.th
Name: Boontip Boonbumroongsuk
keyword:
Service experience design
ThaSH:
Humanities
ThaSH:
Social sciences
ThaSH:
Customer loyalty
ThaSH:
Business administration
Abstract:
This study aims to identify service experience design factors affecting patient loyalty in the Thai healthcare industry. This study adopted a quantitative approach to the research process. With quantitative research, online questionnaires and on-site surveys are used. The sample of this study was 385 respondents healthcare business customers. The analysis included frequency, mean, percentage, standard deviation, and multiple regression analysis. The findings of this study showed that all five service experience design factors affected customer loyalty in the healthcare business in Thailand, with a strong level of agreement. There are (1) identifying touchpoints throughout the organization, (2) evaluating customer experiences at each touchpoint, (3) designing unique experiences, (4) operations and performance measurement, and (5) enhancing experiences into beautiful memories. In addition, the results of the study indicated that the overall experience of service users varies significantly, affecting loyalty in the healthcare industry from health examination services in terms of (1) Repeat service usage, (2) Product loyalty, and (3) Word-of-mouth recommendations with statistical significance (p-value < 0.001). The studys findings showed that the service experience factors affected customer loyalty to the healthcare business in Thailand.
มหาวิทยาลัยแม่ฟ้าหลวง. ศูนย์บรรณสารและสื่อการศึกษา
Address:
เชียงราย
Email:
library@mfu.ac.th
Modified:
2567-08-21
Issued:
2567-08-21
บทความ/Article
application/pdf
MFU Connexion: Journal of Humanities and Social Sciences (2024) Vol.13 (1): p123-141
tha
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Tarittawan Chareanporn
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| The Service Experience Designed Factor Affecting Customer Loyalty: A Case Study in The Healthcare Business in Thailand
มหาวิทยาลัยแม่ฟ้าหลวง Tarittawan Chareanporn;Tipavinee Suwanwong Rodbundith;Boontip Boonbumroongsuk | บทความ/Article | |
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Boontip Boonbumroongsuk
| Title | Contributor | Type |
|---|---|---|
| The Service Experience Designed Factor Affecting Customer Loyalty: A Case Study in The Healthcare Business in Thailand
มหาวิทยาลัยแม่ฟ้าหลวง Tarittawan Chareanporn;Tipavinee Suwanwong Rodbundith;Boontip Boonbumroongsuk | บทความ/Article |