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20-11-2019 | Empirical article

Service quality in blood donation: satisfaction, trust and loyalty

Authors: Lucía Melián-Alzola, Josefa D. Martín-Santana

Published in: Service Business | Issue 1/2020

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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.

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Title: Service quality in blood donation: satisfaction, trust and loyalty
Authors: Lucía Melián-Alzola
Josefa D. Martín-Santana
Publication date: 20-11-2019
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2020
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-019-00411-7

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