Service quality in blood donation: satisfaction, trust and loyalty

Título:	Service quality in blood donation: satisfaction, trust and loyalty
Autores/as:	Melián Alzola, Lucía Martín Santana, Josefa Delia
Clasificación UNESCO:	531207 Sanidad
Palabras clave:	Blood Donation Loyalty Satisfaction Service Quality Trust, et al.
Fecha de publicación:	2020
Proyectos:	la Orientación de Los Centros de Transfusión de Sangre Españoles Hacia Sus Principales Stakeholders Desde Una Perspectiva de Capital Social y Su Influencia en la Perfomance
Conjunto de datos relacionados:	https://accedacris.ulpgc.es/handle/10553/134947
Publicación seriada:	Service Business
Resumen:	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 quality of the donation process is in achieving donor satisfaction and reinforcing donor trust and loyalty.
URI:	https://accedacris.ulpgc.es/handle/10553/70114
ISSN:	1862-8516
DOI:	10.1007/s11628-019-00411-7
Source:	Service Business[ISSN 1862-8516], n. 14, p. 101-129
Appears in Collections:	Artículos

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