PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

Fransisca Sandra Christina

Abstract


The background of this research is Customer loyalty as a competitive advantage in service
industry. The objective of this research is to examine the impact of Service quality, Corporate
image on Customer loyalty through Customer satisfaction. The design of this research applies
primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s
Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model
(SEM). The result of this research concludes that there is positive impact Interaction quality,
Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact
Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward
Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer
satisfaction and Customer loyalty.
Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate
image, Customer satisfaction, Customer loyalty


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DOI: http://dx.doi.org/10.25105/jmpj.v7i2.803

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