Quality of Hospital Services and Loyalty: Role of Customer Value
- 10.2991/aebmr.k.200410.008How to use a DOI?
- perception of service quality, customer value, patient loyalty
This study aims to explain the effect of service quality on loyalty as well as the influence of service quality on patient loyalty mediated by customer value. This study uses a positivist (quantitative) approach, as the population of inpatients in government-owned hospitals in Malang, Indonesia. The number of samples was 130, with proportional random sampling technique. Data analysis techniques used Structural Equation Modeling (SEM) analysis. The results showed that service quality has an effect on customer loyalty and customer value is able to mediate the effect of service quality on patient loyalty.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Astrid Puspaningrum PY - 2020 DA - 2020/04/13 TI - Quality of Hospital Services and Loyalty: Role of Customer Value BT - Proceedings of the 3rd Asia Pacific International Conference of Management and Business Science (AICMBS 2019) PB - Atlantis Press SP - 45 EP - 50 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200410.008 DO - 10.2991/aebmr.k.200410.008 ID - Puspaningrum2020 ER -