The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service

Abstract

Purpose – Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous times. However, the link between customer satisfaction and peer‐to‐peer quality, which is deemed a critical component of customer experience quality, has not been spotlighted despite its importance. The purpose of this paper is to propose and test a theoretical model of the relationship among outcome quality, interaction quality, peer‐to‐peer quality, and customer satisfaction as well as these variables’ impacts on customer loyalty.Design/methodology/approach – To test the model, the authors conducted a survey and collected self‐administered data for data analysis. The proposed relationships were then tested using structural equation modeling.Findings – The findings indicate that outcome quality, interaction quality, and peer‐to‐peer quality perceptions significantly influence customer satisfaction, which, in turn, great...