The purpose of this study was to investigate the influential factors of customer loyalty in healthcare sector, namely, service quality and customer engagement. This study was based on the survey of super specialty hospital customers in India andKSA. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling. This study examined the impact of customer engagement on the link between service quality and customer loyalty in Indian and Saudi Hospitals, which has been neglected in the previous studies. This study has also examined the relationship between service quality, customer engagement and loyalty as a whole.

This study is intended to explore the measures of IT-based service, perceived service quality, and customer satisfaction. The study further delves to analyze the relationship between IT-based services and their influence on service quality and customer satisfaction. The study is one of its kind as it explores SERVQUAL with customer satisfaction in the area of banking services. The sample was drawn from banking customers using digital applications for performing banking transactions. The data was collected from 294 respondents and analyzed through the maximum likelihood method using structural equation modeling (SEM) by using the capabilities of Lisrel 8.80. The measurement model and structural model were assessed, and in the initial analysis unidimensionality, reliability, and validity of a research instrument were ascertained. The structural model advocates the presence of hypothesized relationships and it was concluded that customer experiences regarding IT-based services influence service quality and customer satisfaction. The results are interpreted on the basis of estimates generated by the statistical software. The finding of this research is in line with many other research works listed in the discussion section of this paper.

The study proposes to determine the role of MIS, on SERVQUAL dimensions in hospitals and assess the quality of services offered compared to their expectations. SERVQUAL, (a customized service quality measurement scale) was employed to work on the dimensions, by which service quality was mostly evaluated in hospitals. Questionnaires were developed and 309 respondents constituted the sample for the study. The SPSS statistical tool was used, to examine, analyse and interpret data. The overall study concluded that the quality of MIS, in public hospitals of KSA, was not highly satisfactory.

With the rapid spread of COVID-19 posing indefinite lockdowns globally with easy and cheap access to internet, e-learning tools are gaining popularity as a medium of learning. The area of e learning service quality is getting attention. The spate of conferences and webinars were conducted and...