This study proposes and validates a service quality scale for the blood donation process. It also analyses the impact that service quality has on donor satisfaction with the donation process, the trust inspired by the blood transfusion centre and donor loyalty in terms of repetition and recommendation. Based on a sample of 30,621 Spanish current blood donors, the proposed model was validated using SEM. The results revealed how important the quality of the donation process is in achieving donor satisfaction and reinforcing donor trust and loyalty.

中文翻译：

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献血服务质量：满意，信任和忠诚

这项研究提出并验证了献血过程的服务质量量表。它还分析了服务质量对捐赠者对捐赠过程的满意度，输血中心激发的信任以及捐赠者在重复和推荐方面的忠诚度的影响。基于30,621名西班牙当前献血者的样本，使用SEM验证了所提出的模型。结果表明，捐赠过程的质量对于提高捐赠者的满意度并增强捐赠者的信任和忠诚度至关重要。