How do Service Quality and Satisfaction enhancing Customer Loyalty in Indonesia Hospital?

The aims of this study is to investigate the service quality and customer satisfaction on customer loyalty. The sample of the research is patients users hospital in Indonesia. This research used a quantitative approach. The total sample in question as many as 200 patients with the technique sample u...

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Bibliographic Details
Published inCalitatea Vol. 19; no. 167; pp. 73 - 79
Main Authors Susanto, Nuryakin
Format Journal Article
LanguageEnglish
Published Bucharest Romanian Society for Quality Assurance 01.12.2018
Subjects
Brand loyalty
Customer satisfaction
Customer services
Hypotheses
Patient satisfaction
Patients
Quality of service
Random sampling
Statistical sampling
Studies
Indonesia
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Summary:The aims of this study is to investigate the service quality and customer satisfaction on customer loyalty. The sample of the research is patients users hospital in Indonesia. This research used a quantitative approach. The total sample in question as many as 200 patients with the technique sample using simple random sampling. The results of the testing of hypotheses, first insignificant define the relationship between service quality on patients loyalty. The results of the testing of hypotheses both explain a positive relationship between services quality on patients satisfaction. The finally, hypothesis testing influence the service quality on patients loyalty shown a positive relationship between the service quality on patients loyalty.
ISSN:1582-2559