Exploring the Relationships between Service Quality and Customer Loyalty: A Study on Menoufia University Hospitals in Egypt

Purpose: The purpose of this study is to examine the relationship between Service Quality (SQ) and Customer Loyalty (CL). Research Design/Methodology: To assess positive SQ, refer to (SQ Questionnaire, Cronin & Taylor,1992) and CL (CL Questionnaire, Parasuraman, 1996). The data of the study was collected from 300 employees at Menoufia University Hospitals in Egypt. Out of the 338 questionnaires that were distributed to employees at Menoufia University Hospitals in Egypt, 300 usable questionnaires were returned, a response rate of 88%. Multiple Regression Analysis (MRA) was used to confirm the research hypotheses. Findings: The research has found that there is significant and positive relationship between SQ and CL at Menoufia University Hospitals in Egypt. The finding reveals that SQ affects CL. This study has been specifically conducted to seek empirical justification by considering SQ as the main contributory factor towards CL. Practical implications: Learning the relationships between SQ and CL, retailers can effectively allocate their resources and develop a rational plan to improve their SQ under specific business circumstances. In addition, by referring loyal customers, Menoufia University Hospitals can attract more customers. Managers are advised to satisfy and better manage their relationships through quality product and service offerings to their customers as a competitive policy in the marketplace. Menoufia University Hospitals are required to offer products/services that meet or surpass consumers’ expectation. The study also reveals interesting implications in SQ and CL, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies’ performance. Originality/value: This research dealt with SQ in terms of its concept and dimensions, in addition to dealing with the CL at Menoufia University Hospitals in Egypt