Analisis Faktor - Faktor yang Mempengaruhi Customer Loyalty pada Rumah Sakit

Steven, Steven (2011) Analisis Faktor - Faktor yang Mempengaruhi Customer Loyalty pada Rumah Sakit. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Medical condition in Indonesia is experiencing many changes from time to time. This change is only caused by internal developments in medicine, is also not free from the influence of developments outside the medical world, as real in the economy, politics, social, legal, defense and security. Medical system and treatment also has been growing rapidly in Indonesia. This system has evolved in variety of figs and a variety of different cultures and regions. The purpose of this study to try the influence between customer value, perceived satisfaction, perceived equity, perceived service quality, image and trust as an independent variable to customer loyalty as the dependent variable with the customer satisfaction as an intervening variable. The data obtained from patient from six hospital located in Batam by using purposive sampling (objective considerations). Using simple regression analysis, survey methods conducted by distributing 300 questionnaires and returns by 100%. The results showed customer value affect to customer loyalty, perceived satisfaction effect to customer loyalty, perceived equity,service quality effect to customer satisfaction, image effect to customer loyalty, trust effect to customer loyalty and customer satisfaction effect to customer loyalty. Keywords: Customer value, Perceived satisfaction, Perceived equity, Perceived service quality, Image, Trust, Customer satisfaction, Customer loyalty, Purposive sampling.

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