KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SEBAGAI ANTESEDEN LOYALITAS PELANGGAN
ABSTRACT: This study aims to
analyze the influence of service quality on customer satisfaction and loyalty
at the Islamic hospital Aisiyah
Diponegoro Ponorogo (RSIADP). Data analyzed 116 unit of analysis of questionnaires
distributed to 160 respondents from patient’s next of kin from a sample taken
by quota sampling. The definition of customer in this study is the patient’s
immediate family (father, mother, son or daughter) who are waiting for patients
hospitalized at least 2 consecutive days in the hospital. Structural equation
modeling (SEM) with AMOS Version 5.0
procedure used to test the hypothesized model showed that the quality of
inpatient services significantly affect customer satisfaction and loyalty. The
study found that more effective customer loyalty is built through quality of
service than through customer satisfaction.
Keywords: quality of service, customer satisfaction,
customer loyalty
Penulis: Rohmat Dwi Jatmiko
Kode Jurnal: jppiodd120015
