Influence of Innovation Capabilities and Customer Experience on Loyalty: Empirical Study in the Egyptian Private Hospitals | ||
| المجلة العربية للإدارة | ||
| Volume 44, Issue 6, November and December 2024, Pages 291-304 PDF (472.59 K) | ||
| Document Type: بحوث باللغة الإنجلیزیة | ||
| DOI: 10.21608/aja.2024.273726.1601 | ||
| Authors | ||
| Nehal Samy Shafik* 1; Mohamed A. Ragheb2; Fahd Omar3; Heba Hassan Sadek4 | ||
| 1الأكاديمية العربية للعلوم والتكنولوجيا والنقل البحري | ||
| 2الأكاديمية العربيه للعلوم والتكنولوجيا و النقل البحري | ||
| 3الأكاديمية العربية للعلوم والتكنولوجيا والنقل البحرى | ||
| 4الأكاديمية العربية للعلوم و التكنولوجيا و النقل البحرى | ||
| Abstract | ||
| The purpose of this study is to empirically examine the relation among innovation capabilities and loyalty with mediating role of customer experience (CEX) in the Egyptian private hospitals. The study followed the quantitative approach and data gathered from a survey of 403 patients. The results were analysed by using structural equation model analyses (AMOS) 26. The findings of this study showed a significant direct effect between innovation capabilities including technical and non-technical innovation on loyalty. In addition, it showed that CEX partially mediates the relation among technical and non-technical innovation capabilities and Loyalty. This adds value by focusing on the crucial role of innovation capabilities that lead to patients’ positive experience toward the Egyptian private hospital, which will enhance their loyalty. | ||
| Keywords | ||
| Innovation Capabilities; CEX; Loyalty; Private Hospitals; Egypt | ||
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