The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction
- DOI
- 10.2991/assehr.k.200407.015How to use a DOI?
- Keywords
- hospital image, service quality, loyalty, satisfaction
- Abstract
The purpose of the research is to improve the Human Resources that build character as a concept of thought towards technology that is increasingly sophisticated. Where this also develops the hospital payment stage easily namely BPJS and the specific target to be achieved from this research is to analyze the Influence of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction as Intervening Variables in Siti Khadijah Hospital, Palembang. The method used in achieving the target is descriptive and verification analysis method using the path analysis method for the first Hypothesis and the second Hypothesis is done by residual test. The result of research is based on the analysis and discussion, the following conclusions can be drawn There is a significant influence between the dimensions of the hospital’s image on customer satisfaction, There is a significant influence on service quality on customer satisfaction, there is a significant influence between customer satisfaction variables on customer loyalty, There is a significant influence between hospital image variables on customer loyalty, There is a significant influence between service quality variables on customer loyalty at the Siti Khadijah Islamic Hospital in Palembang.
- Copyright
- © 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 - Susi Ardiani AU - Sarikadarwati AU - Henny Yulsiati AU - Sandrayati PY - 2020 DA - 2020/04/10 TI - The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction BT - Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019) PB - Atlantis Press SP - 84 EP - 87 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.200407.015 DO - 10.2991/assehr.k.200407.015 ID - Ardiani2020 ER -