Advertisement

Service quality in blood donation: satisfaction, trust and loyalty

  • Lucía Melián-Alzola
  • Josefa D. Martín-SantanaEmail author
Empirical article
  • 32 Downloads

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.

Keywords

Blood donation Service quality Satisfaction Trust Loyalty 

Notes

Acknowledgements

This work was supported by the Spanish Ministry of Economy and Competitiveness (Project ECO2015-64875-R).

Author contributions

All authors contributed to study conception and design, material preparation, data collection and analysis, and manuscript drafting and revision. All authors read and approved the final manuscript.

Compliance with ethical standards

Conflict of interest

The authors declare that they have no conflict of interest.

References

  1. Ajzen I (2011) The theory of planned behaviour: reactions and reflections. Psychol Heal 26:1113–1127.  https://doi.org/10.1080/08870446.2011.613995 CrossRefGoogle Scholar
  2. Al-Zubaidi H, Al-Asousi D (2012) Service quality assessment in central blood bank: blood donors’ perspective. J Econ Adm Sci 28:28–38.  https://doi.org/10.1108/10264111211218504 CrossRefGoogle Scholar
  3. Aldas-Manzano J, Ruiz-Mafe C, Sanz-Blas S et al (2011) Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use. Serv Ind J 31:1165.  https://doi.org/10.1080/02642060903433997 CrossRefGoogle Scholar
  4. Andaleeb SS, Basu AK (1995) Explaining blood donation: the trust factor. Attitudes, personality, and demographics differentiate donors from nondonors. J Health Care Mark 15:42–48Google Scholar
  5. Badri M, Al Khaili M, Al Mansoori RL (2015) Quality of service, expectation, satisfaction and trust in public institutions: the Abu Dhabi citizen satisfaction survey. Asian J Polit Sci 23:420–447.  https://doi.org/10.1080/02185377.2015.1055773 CrossRefGoogle Scholar
  6. Bagot KL, Murray AL, Masser BM (2016) How can we improve retention of the first-time donor? A systematic review of the current evidence. Transfus Med Rev 30:81–91.  https://doi.org/10.1016/j.tmrv.2016.02.002 CrossRefGoogle Scholar
  7. Bandyopadhyay S, Martell M (2007) Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. J Retail Consum Serv 14:35–44.  https://doi.org/10.1016/j.jretconser.2006.03.002 CrossRefGoogle Scholar
  8. Barrett R, Moore RG, Staines A (2007) Blood transfusion in Ireland: perceptions of risk, a question of trust. Health Risk Soc 9:375–388.  https://doi.org/10.1080/13698570701612600 CrossRefGoogle Scholar
  9. Bednall TC, Bove LL, Cheetham A, Murray AL (2013) A systematic review and meta-analysis of antecedents of blood donation behavior and intentions. Soc Sci Med 96:86–94.  https://doi.org/10.1016/j.socscimed.2013.07.022 CrossRefGoogle Scholar
  10. Bitner MJ, Booms BH, Mohr LA (1994) Critical service encounters: the employee’s viewpoint. J Mark 58:95–106.  https://doi.org/10.2307/1251919 CrossRefGoogle Scholar
  11. Boenigk S, Helmig B (2013) Why do donors donate? Examining the effects of organizational identification and identity salience on the relationships among satisfaction, loyalty, and donation behavior. J Serv Res 16:533–548.  https://doi.org/10.1177/1094670513486169 CrossRefGoogle Scholar
  12. Boenigk S, Leipnitz S, Scherhag C (2011) Altruistic values, satisfaction and loyalty among first-time blood donors. Int J Nonprofit Volunt Sect Mark 16:356–370.  https://doi.org/10.1002/nvsm.433 CrossRefGoogle Scholar
  13. Carter MC, Wilson J, Redpath GS et al (2011) Donor recruitment in the 21st century: challenges and lessons learned in the first decade. Transfus Apher Sci 45:31–43.  https://doi.org/10.1016/j.transci.2011.06.001 CrossRefGoogle Scholar
  14. Charbonneau J, Cloutier M-S, Carrier É (2016) Why do blood donors lapse or reduce their donation’s frequency? Transfus Med Rev 30:1–5.  https://doi.org/10.1016/j.tmrv.2015.12.001 CrossRefGoogle Scholar
  15. Chen L (2017) Applying the extended theory of planned behaviour to predict Chinese people’s non-remunerated blood donation intention and behaviour: the roles of perceived risk and trust in blood collection agencies. Asian J Soc Psychol 20:221–231.  https://doi.org/10.1111/ajsp.12190 CrossRefGoogle Scholar
  16. Chen L, Ma Z (2015) The construct and measurement of perceived risk of nonremunerated blood donation: Evidence from the Chinese public. Biomed Res Int.  https://doi.org/10.1155/2015/302043 CrossRefGoogle Scholar
  17. Conner M, Godin G, Sheeran P, Germain M (2013) Some feelings are more important: cognitive attitudes, affective attitudes, anticipated affect, and blood donation. Heal Psychol 32:264–272.  https://doi.org/10.1037/a0028500 CrossRefGoogle Scholar
  18. Correia Loureiro SM, Miranda González FJ (2008) The importance of quality, satisfaction, trust, and image in relation to rural tourist loyalty. J Travel Tour Mark ISSN 25:117–136.  https://doi.org/10.1080/10548400802402321 CrossRefGoogle Scholar
  19. Craig AC, Garbarino E, Heger SA, Slonim R (2017) Waiting to give: stated and revealed preferences. Manage Sci 63:3672–3690.  https://doi.org/10.1287/mnsc.2016.2504 CrossRefGoogle Scholar
  20. Eisingerich AB, Bell SJ (2008) Perceived service quality and customer trust: does enhancing customers’ service knowledge matter? J Serv Res 10:256–268.  https://doi.org/10.1177/1094670507310769 CrossRefGoogle Scholar
  21. Eser B, Kurnaz F, Kaynar L et al (2010) Are university students a favorable target group for blood donation campaigns? Turkish J Hematol 27:275–281.  https://doi.org/10.5152/tjh.2010.42 CrossRefGoogle Scholar
  22. European foundation for quality (2012) Modelo EFQM de, excelencia edn. Club de Excelencia en Gestión, Madrid, EspañaGoogle Scholar
  23. Evans R, Ferguson E (2014) Defining and measuring blood donor altruism: a theoretical approach from biology, economics and psychology. Vox Sang 106:118–126.  https://doi.org/10.1111/vox.12080 CrossRefGoogle Scholar
  24. Fardin M, Vatani J, Taghi TM, Nasim Z (2018) Impact of quality, perceived value, and expectations on satisfaction of blood donors of Rasht blood transfusion organization. Asian J Pharm 12:1223–1227.  https://doi.org/10.22377/ajp.v12i04.2914 CrossRefGoogle Scholar
  25. Fernández-Sabiote E, Román S (2016) The multichannel customer’s service experience: Building satisfaction and trust. Serv Bus 10:423–445.  https://doi.org/10.1007/s11628-015-0276-z CrossRefGoogle Scholar
  26. Forgas-Coll S, Palau-Saumell R, Sánchez-García J, Fandos-Roig JC (2013) Airline website loyalty formation and the moderating effects of gender and education. Serv Bus 7:255–274.  https://doi.org/10.1007/s11628-012-0153-y CrossRefGoogle Scholar
  27. France JL, France CR, Himawan LK (2007) A path analysis of intention to redonate among experienced blood donors: an extension of the theory of planned behavior. Transfusion 47:1006–1013.  https://doi.org/10.1111/j.1537-2995.2007.01236.x CrossRefGoogle Scholar
  28. Garraud O, Tissot J-D (2016) Blood donation and/or donated blood acceptance: the different stakeholders’ ethical considerations. Ethics, Med Public Heal 2:213–219.  https://doi.org/10.1016/j.jemep.2016.04.006 CrossRefGoogle Scholar
  29. Gazibara T, Kovacevic N, Maric G et al (2015) Factors associated with positive attitude towards blood donation among medical students. Transfus Apher Sci 53:381–385.  https://doi.org/10.1016/j.transci.2015.07.007 CrossRefGoogle Scholar
  30. Germain M, Glynn SA, Schreiber GB et al (2007) Determinants of return behavior: a comparison of current and lapsed donors. Transfusion 47:1862–1870.  https://doi.org/10.1111/j.1537-2995.2007.01409.x CrossRefGoogle Scholar
  31. Giles M, McClenahan C, Cairns E, Mallet J (2004) An application of the theory of planned behaviour to blood donation: the importance of self-efficacy. Health Educ Res 19:380–391.  https://doi.org/10.1093/her/cyg063 CrossRefGoogle Scholar
  32. Güre SB, Carello G, Lanzarone E, Yalçındağ S (2018) Unaddressed problems and research perspectives in scheduling blood collection from donors. Prod Plan Control 29:84–90.  https://doi.org/10.1080/09537287.2017.1367860 CrossRefGoogle Scholar
  33. Hao Suan Samuel L, Balaji MS, Kok Wei K (2015) An Investigation of online shopping experience on trust and behavioral intentions. J Internet Commer 14:233–254.  https://doi.org/10.1080/15332861.2015.1028250 CrossRefGoogle Scholar
  34. Holdershaw J, Gendall P, Wright M (2011) Predicting blood donation behaviour: further application of the theory of planned behaviour. J Soc Mark 1:120–132.  https://doi.org/10.1108/20426761111141878 CrossRefGoogle Scholar
  35. Hong Y, Jiang Y, Liao H, Sturman MC (2017) High performance work systems for service quality: boundary conditions and influence processes. Hum Resour Manag 56:747–767.  https://doi.org/10.1002/hrm.21801 CrossRefGoogle Scholar
  36. Hung S-W, Cheng M-J, Chiu P-C (2019) Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? A multi-channel view. Serv Bus 13:1–23.  https://doi.org/10.1007/s11628-018-0364-y CrossRefGoogle Scholar
  37. Jaafar JR, Chong ST, Alavi K (2017) Experience as factors associated with repeat blood donation among university students in Malaysia. Southeast Asian J Trop Med Public Health 48:1118–1126Google Scholar
  38. Jain RK, Doshit Y, Joshi TS (2015) A study of service quality of blood banks. Int J Qual Res 9:621–642Google Scholar
  39. Jiang L, Jun M, Yang Z (2016) Customer-perceived value and loyalty: How do key service quality dimensions matter in the context of B2C e-commerce? Serv Bus 10:301–317.  https://doi.org/10.1007/s11628-015-0269-y CrossRefGoogle Scholar
  40. Katsaliaki K, Mustafee N, Kumar S (2014) A game-based approach towards facilitating decision making for perishable product: an example of blood supply chain. Expert Syst Appl 41:4043–4059.  https://doi.org/10.1016/j.eswa.2013.12.038 CrossRefGoogle Scholar
  41. Kamel HT, Bassett MB, Custer B et al (2006) Safety and donor acceptance of an abbreviated donor history questionnaire. Transfusion 46:1745–1753.  https://doi.org/10.1111/j.1537-2995.2006.00967.x CrossRefGoogle Scholar
  42. Kim D-Y, Kim S-B, Kim KJ (2019) Building corporate reputation, overcoming consumer skepticism, and establishing trust: choosing the right message types and social causes in the restaurant industry. Serv Bus 13:363–388.  https://doi.org/10.1007/s11628-018-0386-5 CrossRefGoogle Scholar
  43. Kokcu AT (2018) Quality of the blood donation campaign in the military: a sample from Turkey. Transfus Clin Biol.  https://doi.org/10.1016/j.tracli.2019.01.002 CrossRefGoogle Scholar
  44. Lai IKW (2019) Hotel image and reputation on building customer loyalty: an empirical study in Macau. J Hosp Tour Manag 38:111–121.  https://doi.org/10.1016/j.jhtm.2019.01.003 CrossRefGoogle Scholar
  45. Lee A, Back K-J, Park J (2017) Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach. Serv Bus 11:279–297.  https://doi.org/10.1007/s11628-016-0308-3 CrossRefGoogle Scholar
  46. Lee D (2017) HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Serv Bus 11:491–516.  https://doi.org/10.1007/s11628-016-0317-2 CrossRefGoogle Scholar
  47. Lee H, Lee Y, Yoo D (2010) The determinants of perceived service quality and its relationship with satisfaction. J Serv Mark 14:217–231.  https://doi.org/10.1108/08876040010327220 CrossRefGoogle Scholar
  48. Martín-Santana JD, Beerli-Palacio A (2012) Achieving donor repetition and motivation by block leaders among current blood donors. Transfus Apher Sci 47:337–343.  https://doi.org/10.1016/j.transci.2012.05.015 CrossRefGoogle Scholar
  49. Martín-Santana JD, Beerli-Palacio A (2013) Intention of future donations: a study of donors versus non-donors. Transfus Med 23:77–86.  https://doi.org/10.1111/tme.12005 CrossRefGoogle Scholar
  50. Martín-Santana JD, Reinares-Lara E, Reinares-Lara P (2018) Using radio advertising to promote blood donation. J Nonprofit Public Sect Mark 30:52–73.  https://doi.org/10.1080/10495142.2017.1326340 CrossRefGoogle Scholar
  51. Martin S, Greiling D, Leibetseder N (2019) Effects of word-of-mouth on the behavior of Austrian blood donors: a case study of the Red Cross Blood Donation Service. Health Promot Int 34:429–439.  https://doi.org/10.1093/heapro/dax086 CrossRefGoogle Scholar
  52. Masser BM, White KM, Hyde MK et al (2008) Predicting blood donation intentions and behavior among Australian blood donors: testing an extended theory of planned behavior model. Transfusion 49:320–329.  https://doi.org/10.1111/j.1537-2995.2008.01981.x CrossRefGoogle Scholar
  53. Masser BM, White KM, Terry DJ (2013) Beliefs underlying the intention to donate again among first-time blood donors who experience a mild adverse event. Transfus Apher Sci 49:278–284.  https://doi.org/10.1016/j.transci.2013.06.008 CrossRefGoogle Scholar
  54. Mathieu JE, Taylor SR (2006) Clarifying conditions and decision points for mediational type inferences in organizational behavior. J Organ Behav 27:1031–1056.  https://doi.org/10.1002/job.406 CrossRefGoogle Scholar
  55. Ministerio de Sanidad y Consumo (2005) Real Decreto 1088/2005, de 16 de septiembre, por el que se establecen los requisitos técnicos y condiciones mínimas de la hemodonación y de los centros y servicios de transfusión. https://www.boe.es/boe/dias/2005/09/20/pdfs/A31288-31304.pdf. Accessed 20 July 2018
  56. Misje AH, Bosnes V, Gåsdal O, Heier HE (2005) Motivation, recruitment and retention of voluntary non-remunerated blood donors: a survey-based questionnaire study. Vox Sang 89:236–244.  https://doi.org/10.1111/j.1423-0410.2005.00706.x CrossRefGoogle Scholar
  57. Moog R (2009) Retention of prospective donors: a survey about services at a blood donation centre. Transfus Apher Sci 40:149–152.  https://doi.org/10.1016/j.transci.2009.03.002 CrossRefGoogle Scholar
  58. Moreira AC, Silva PM (2015) The trust-commitment challenge in service quality-loyalty relationships. Int J Health Care Qual Assur 28:253–266.  https://doi.org/10.1108/IJHCQA-02-2014-0017 CrossRefGoogle Scholar
  59. Morgan RM, Hunt SD (1994) The commitment-trust theory of relationship marketing. J Mark 58:20–38.  https://doi.org/10.2307/1252308 CrossRefGoogle Scholar
  60. Morgeson F (2013) Expectations, disconfirmation, and citizen satisfaction with the US Federal Government: testing and expanding the model. J Public Adm Res Theory 23:289–305.  https://doi.org/10.1093/jopart/mus012 CrossRefGoogle Scholar
  61. Morrison DE, Firmstone J (2000) The social function of trust and implications for e-commerce. Int J Advert 19:599–629.  https://doi.org/10.1080/02650487.2000.11104826 CrossRefGoogle Scholar
  62. Naskrent J, Siebelt P (2011) The influence of commitment, trust, satisfaction, and involvement on donor retention. Voluntas 22:757–778.  https://doi.org/10.1007/s11266-010-9177-x CrossRefGoogle Scholar
  63. Nguyen DD, DeVita DA, Hirschler N, Murphy EL (2008) Blood donor satisfaction and intention of future donation. Transfusion 48:742–748.  https://doi.org/10.1111/j.1537-2995.2007.01600.x CrossRefGoogle Scholar
  64. Oliver RL (1999) Whence consumer loyalty? J Mark 63:33–44.  https://doi.org/10.2307/1252099 CrossRefGoogle Scholar
  65. Osman Z, Sentosa I (2013) Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism. Bus Manag Q Rev 4:12–25Google Scholar
  66. Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64:12–40Google Scholar
  67. Podsakoff PM, MacKenzie SB, Lee J-Y, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88:879–903.  https://doi.org/10.1037/0021-9010.88.5.879 CrossRefGoogle Scholar
  68. Prakash G (2019) Understanding service quality: insights from the literature. J Adv Manag Res 16:64–90.  https://doi.org/10.1108/JAMR-01-2018-0008 CrossRefGoogle Scholar
  69. Priporas C-V, Stylos N, Vedanthachari LN, Santiwatana P (2017) Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. Int J Tour Res 19:693–704.  https://doi.org/10.1002/jtr.2141 CrossRefGoogle Scholar
  70. Ranaweera C, Prabhu J (2003) The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Int J Serv Ind Manag 14:374–395.  https://doi.org/10.1108/09564230310489231 CrossRefGoogle Scholar
  71. Raposo ML, Alves HM, Duarte PA (2009) Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index. Serv Bus 3:85–100.  https://doi.org/10.1007/s11628-008-0055-1 CrossRefGoogle Scholar
  72. Reio TG (2010) The threat of common method variance bias to theory building. Hum Resour Dev Rev 9:405–411.  https://doi.org/10.1177/1534484310380331 CrossRefGoogle Scholar
  73. Robinson NG, Masser BM, White KM et al (2008) Predicting intentions to donate blood among nondonors in Australia: an extended theory of planned behavior. Transfusion 48:2559–2567.  https://doi.org/10.1111/j.1537-2995.2008.01904.x CrossRefGoogle Scholar
  74. Saha S, Bhattacharya J (2019) Analyzing the blood bank service quality from Indian blood donors’ perspective: an empirical evidence. Indian J Community Med 44:58–61.  https://doi.org/10.4103/ijcm.IJCM_237_18 CrossRefGoogle Scholar
  75. Sargeant A, Ford JB, West DC (2006) Perceptual determinants of nonprofit giving behavior. J Bus Res 59:155–165.  https://doi.org/10.1016/j.jbusres.2005.04.006 CrossRefGoogle Scholar
  76. Sargeant A, West DC, Ford JB (2004) Does perception matter?: An empirical analysis of donor behaviour. Serv Ind J 24:19–36.  https://doi.org/10.1080/0264206042000299167 CrossRefGoogle Scholar
  77. Sargeant A, Woodliffe L (2007) Building donor loyalty: the antecedents and role of commitment in the context of charity giving. J Nonprofit Public Sector Mark 18:47–68.  https://doi.org/10.1300/J054v18n02_03 CrossRefGoogle Scholar
  78. Sharma SK, Sharma M (2019) Examining the role of trust and quality dimensions in the actual usage of mobile banking services: an empirical investigation. Int J Inf Manage 44:65–75.  https://doi.org/10.1016/j.ijinfomgt.2018.09.013 CrossRefGoogle Scholar
  79. Suhartanto D, Brien A, Primiana I et al (2019) Tourist loyalty in creative tourism: the role of experience quality, value, satisfaction, and motivation. Curr Issues Tour 1–13:65–75.  https://doi.org/10.1080/13683500.2019.1568400 CrossRefGoogle Scholar
  80. Sundermann LM (2018) Share experiences: receiving word of mouth and its effect on relationships with donors. J Serv Mark 32:322–333.  https://doi.org/10.1108/JSM-08-2016-0319 CrossRefGoogle Scholar
  81. Sundermann LM, Leipnitz S (2019) Catch them if you can: the effect of reminder direct mailings on the return rate of first-time donors. J Nonprofit Public Sect Mark 31:42–60.  https://doi.org/10.1080/10495142.2018.1526733 CrossRefGoogle Scholar
  82. Tscheulin DK, Lindenmeier J (2005) The willingness to donate blood: an empirical analysis of socio-demographic and motivation-related determinants. Heal Serv Manag Res 18:165–174.  https://doi.org/10.1258/095148405457254 CrossRefGoogle Scholar
  83. Veerus P, Kullaste R, Pungas K et al (2017) How to reverse first time donors to become regular donors? A questionnaire survey in Estonia. Transfus Clin Biol 24:404–409.  https://doi.org/10.1016/j.tracli.2017.06.010 CrossRefGoogle Scholar
  84. Williams LA, Sun J, Masser B (2019) Integrating self-determination theory and the theory of planned behaviour to predict intention to donate blood. Transfus Med 29:59–64.  https://doi.org/10.1111/tme.12566 CrossRefGoogle Scholar
  85. Wisner PS, Stringfellow A, Youngdahl WE, Parker L (2003) The service volunteer—loyalty chain: an exploratory study of charitable not-for-profit service organizations. J Oper Manag 23:143–161.  https://doi.org/10.1016/j.jom.2004.07.003 CrossRefGoogle Scholar
  86. Yoon Y, Uysal M (2005) An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tour Manag 26:45–56.  https://doi.org/10.1016/j.tourman.2003.08.016 CrossRefGoogle Scholar

Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2019

Authors and Affiliations

  1. 1.Universidad de Las Palmas de Gran CanariaLas Palmas de Gran CanariaSpain

Personalised recommendations