Open AccessChange in Consumer Decision based on Customer Satisfaction in Credence Services: Implication for Service Provider
Author(s) -
Pradeep Kumar,
Gaurav Bisaria
Publication year - 2021
Publication title -
webology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.259
H-Index - 18
ISSN - 1735-188X
DOI - 10.14704/web/v18si03/web18038
Subject(s) - credence , credibility , marketing , service provider , business , service (business) , patient satisfaction , customer satisfaction , computer science , machine learning , political science , law
Purpose: The aim of this research paper is to study the measure the consumer decision on consumer satisfaction in credence services, in terms of the extent of the service provided by service provider and the information sources used. Design/methodology/approach: A structured questionnaire is used to collect consumers information and a survey was undertaken with patient or relative of these patients (n =201) to examining their practices for a range of credence services. Findings: Results suggest that higher the consumer offerings increase the consumer satisfaction. However, the consumer persuasion knowledge & provider credibility together forming an offering of decision autonomy leads most important source of credibility. Research Limitation/implications: The result of this study is based on lucknow, Delhi & NCR area and other previous studies also have suggested other ways to major the satisfaction. It would be useful more strongly whether basic amenities & Initial treatment in hospitals have a significant role on satisfaction. Originality/Value: The study shows the ways that the information search around basic amenities & Initial treatment in hospitals of credence services have a wide range parameter to increase the service provider credibility. The study result is unique in this area of research and utilizes the importance of credence service for considering the service provider in next set of selections.