Risk, Quality of Service and Word of Mouth in patients Covid 19 in Hospitalization.

Abstract

The objective was to examine the positive influence of the favorable evaluation of the physical environment and the quality of service in the reduction of perceived risk and the impact on the recommendation of word of mouth in hospitals during Covid-19. The method was a quantitative approach, with a descriptive correlational exploratory design, an online survey data collection method, a valid sample of 328 was obtained. The hypotheses were tested with a structural equation model. The result of the study confirmed that both the favorable perception of the physical environment and the quality of service decrease the perception of risk and increase WOM. The study provides knowledge about the perceived risk and the effect of the physical environment and the quality of service on the word-of-mouth recommendation, in extreme situations. The strategies implemented had a favorable impact on the variables. The use of a non-probabilistic sample is a limitation of the study.