Customer satisfaction and loyalty in health establishment: A case study

The purpose of this thesis is to display the importance for the companies to gain the customer satisfaction and loyalty with first of all theoretical outline and secondly to apply this thesis in a particular company.Customer loyalty is a factor that can be acquired with constant satisfaction. In the form of gaining the customer loyalty, the mouth to mouth marketing will also increase and so that the companies can win competitive advantage. With this research, it is debated how can the companies gain the customer satisfaction and the earnings that they will win with this.In the applying part of this thesis, we made a survey to the patients of a particular hospital in Ankara to betray the most important items to achieve the customer satisfaction and loyalty.To the results of the surveys we can say that it is provided that the relation between the employees and the customers, the employees care and knowledge and the trust to the employee guarantee the trust to the company, and causes the customer satisfaction and loyalty.Key Words1.Health Business2.Customer Satisfaction and Loyalty3.Service Business4.Service Quality5.Customer-focused