مجلة بحوث الإدارة والاقتصاد
Volume 7, Numéro 1, Pages 51-68
2025-05-01

Impact Of Service Quality On Customer-based Brand Equity: A Sample Study Of Patients At The Private Healthcare Facility Fatima Al- Azhar In The City Of Algiers



Authors : Mezine Messaouda . Dahmani Hanane . Bounouira Moussa .

Abstract

This study investigates the impact of service quality on customer-based brand equity, with a focus on dimensions such as reliability, tangibility, responsiveness, security, and empathy. Data was gathered through a field survey involving 57 in-patients at the private clinic 'Fatima Al-Azhar' in Algeria. Statistical analysis, including simple linear regression and multiple linear regression, was conducted using SPSS v26 to test hypotheses. The study reveals a strong positive correlation between service quality and customer-based brand equity, leading to the rejection of the null hypothesis in favour of the alternative hypothesis. Notably, the security dimension emerged as the primary driver of customer-based brand equity.

Keywords

Service quality ; customer-based brand equity ; Fatima Al-Azhar Clinic

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