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Factors influencing customer experience in hospitals: a comparison between private and government hospitals

Sanjna Korpal & Shiksha Kushwah

Journal of Health, Organization and Management2026https://doi.org/10.1108/jhom-09-2025-0617article
AJG 1ABDC B
Weight
0.50

Abstract

This research contributes to the body of literature on CX in healthcare by integrating both positive and negative determinants of CX within a hospital context and examining the moderating role of hospital types.

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https://doi.org/https://doi.org/10.1108/jhom-09-2025-0617

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@article{sanjna2026,
  title        = {{Factors influencing customer experience in hospitals: a comparison between private and government hospitals}},
  author       = {Sanjna Korpal & Shiksha Kushwah},
  journal      = {Journal of Health, Organization and Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1108/jhom-09-2025-0617},
}

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Factors influencing customer experience in hospitals: a comparison between private and government hospitals

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.