Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/70114
Title: Service quality in blood donation: satisfaction, trust and loyalty
Authors: Melián Alzola, Lucía 
Martín Santana, Josefa Delia 
UNESCO Clasification: 531207 Sanidad
Keywords: Blood Donation
Loyalty
Satisfaction
Service Quality
Trust, et al
Issue Date: 2020
Project: 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 
Journal: Service Business 
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 quality of the donation process is in achieving donor satisfaction and reinforcing donor trust and loyalty.
URI: http://hdl.handle.net/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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