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Impact of operational innovations on customer loyalty in the healthcare sector

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Abstract

This study investigates the effects of operational innovations, such as application of advanced information technology (IT) systems and supported knowledge and skills (SKSs), on care quality and customer loyalty in the healthcare industry. A research model is proposed based on previous studies and examined the relationships among the constructs using the structural equation modeling approach. Research data were collected through a survey of patients and employees of participating hospitals in Korea, with a patient and an employee as one set. The results of the study indicate that operational innovations result in improved customer closeness, which is associated with IT systems usage and SKSs for delivery of quality care, which have a positive impact on patient satisfaction and customer loyalty. Thus, hospital managers should encourage employees to generate new ideas for work efficiency, care quality, customer loyalty, and organizational performance.

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Acknowledgements

This research was supported by the Bisa Research Grant of Keimyung University in 2015.

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  1. College of Business Administration, Keimyung University, 1095, Dalgubeol-daero, Daegu, South Korea

    Kwan Soo Hong

  2. College of Business Administration, Inha University, 100 Inharo, Namgu, Incheon, South Korea

    DonHee Lee

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Correspondence to DonHee Lee.

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Hong, K., Lee, D. Impact of operational innovations on customer loyalty in the healthcare sector. Serv Bus 12, 575–600 (2018). https://doi.org/10.1007/s11628-017-0355-4

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