Service quality in blood donation: satisfaction, trust and loyalty
Abstract
This study proposes and validates a service quality scale for the blood donation process. It also analyses the impact that service quality has on donor satisfaction with the donation process, the trust inspired by the blood transfusion centre and donor loyalty in terms of repetition and recommendation. Based on a sample of 30,621 Spanish current blood donors, the proposed model was validated using SEM. The results revealed how important the...
Paper Details
Title
Service quality in blood donation: satisfaction, trust and loyalty
Published Date
Nov 20, 2019
Journal
Volume
14
Issue
1
Pages
101 - 129
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Notes
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