Effect Of Service Quality And Patient Satisfaction Towards Loyalty Of National Social Security Patient (Study Case At Hospital In Indonesia)
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 8
Abstract
Service quality is the key to improve customer satisfaction on every industry both product or service, as satisfaction will determine the level of consumer loyalty to a product or service. Services can not be separated from the product because the consumers’ assessment of products or services also depends on the quality of services received when consuming the product or service. Satisfaction towards a product or service will not only contribute a positive value but also will produce loyalty, and loyalty is going to be an asset for a product or service that ensure its sustainability in the minds of consumers. In line with this, the study aims to examine the effect of service quality and patient satisfaction towards loyalty and also the influence of quality of service to patient loyalty at Pelni Hospital in Jakarta. This study involved 200 respondents using Structural Equation Modeling (SEM). These results indicate that the quality of service and patient satisfaction has a direct influence on patient loyalty and service quality also has a direct influence on patient loyalty at Pelni Hospital. Kata Kunci: Service Quality, Consumer Satisfaction, Patient Loyalty.
Authors and Affiliations
Ellis Solihat
Keywords
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- EP ID EP401163
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