Today, our planet is taken by storm of globalization and technology. In today’s era of cut throat competition to
sustain patient loyalty, quality of interpersonal experiences with hospital staff, quality of hospital services in general are to
be understood in depth in both public as well as private organizations. The concept of service quality has led to growing
research on various concepts such as total quality management, customer loyalty and relationship management.
The outcomes of service quality (customer relationship management and loyalty) are most significant performance
measurement tools in the present competitive market. The study is an effort in this regard, i.e. to identify the factors in
sustaining customers longevity after analyzing both private and public hospitals.
Impact Factor(JCC): 0.8127 - This article can be downloaded from www.impactjournals.us
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