Service quality in blood donation: satisfaction, trust and loyalty
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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.
KeywordsBlood donation Service quality Satisfaction Trust Loyalty
This work was supported by the Spanish Ministry of Economy and Competitiveness (Project ECO2015-64875-R).
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.
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