Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019)

The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction

Authors
Susi Ardiani, Sarikadarwati, Henny Yulsiati, Sandrayati
Corresponding Author
Susi Ardiani
Available Online 10 April 2020.
DOI
https://doi.org/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/).

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Volume Title
Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
10 April 2020
ISBN
978-94-6252-953-3
ISSN
2352-5398
DOI
https://doi.org/10.2991/assehr.k.200407.015How to use a DOI?
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  - https://doi.org/10.2991/assehr.k.200407.015
ID  - Ardiani2020
ER  -