Influence of Innovation Capabilities and Customer Experience on Loyalty: Empirical Study in the Egyptian Private Hospitals

Abstract

The purpose of this study is to empirically examine the relation among innovation capabilities and loyalty with mediating role of customer experience (CEX) in the Egyptian private hospitals. The study followed the quantitative approach and data gathered from a survey of 403 patients. The results were analysed by using structural equation model analyses (AMOS) 26. The findings of this study showed a significant direct effect between innovation capabilities including technical and non-technical innovation on loyalty. In addition, it showed that CEX partially mediates the relation among technical and non-technical innovation capabilities and Loyalty. This adds value by focusing on the crucial role of innovation capabilities that lead to patients’ positive experience toward the Egyptian private hospital, which will enhance their loyalty.