KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SEBAGAI ANTESEDEN LOYALITAS PELANGGAN

Authors

  • Rohmat Dwi Jatmiko

DOI:

https://doi.org/10.22219/jmb.v2i1.1484

Abstract

KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SEBAGAI
ANTESEDEN LOYALITAS PELANGGAN

Rohmat Dwi Jatmiko
Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Malang
E-mail: jetto@umm.ac.id

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

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Author Biography

Rohmat Dwi Jatmiko

Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Malang

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Published

2013-03-25

Issue

Vol. 2 No. 1 (2012): April

Section

Articles

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