Loyalitas Pelanggan : Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Pada Rumah Sakit Umum Syaiful Anwar Malang
DOI:
https://doi.org/10.26740/bisma.v1n2.p131-139Keywords:
Services quality, costumer loyality, costumer satisfactionAbstract
Hospital is one of government institution have responsibility to serve public healt. To reach that purpose, this institution must be increase services betterto creted costumer satisfaction. Hypotesis on this research ; 1) To know direct real influence Services Quality (Tanggible, Reliabiity, Responsiveness, Assurance and Emphaty) and Costumer Satisfaction to costumer Loyality, 2) To know Costumer Satisfaction as intervening variable between Services Quality and Costumer Loyality. Location on this research is Rumah Sakit Syaiful Anwar Malang. This research used explanatory research with survey approach.. Analisys Methode used Structural Equation Model (SEM) with Analysis of Moment Structure (AMOS) 4.0 version. The finding reported here reveal that there are 1) Services Quality have positive infuences with Costumer Loyality, 2) Services Quality have positive infuences with Costumer Satisfaction, 3) Costume Satisfaction are positive intervening variable between Sevices Quality and Costumer Loyality.
References
Barnes, James G. 2003. Secrets of Customer Relationship Management. Rahasia Manajemen Hubungan Pelanggan. Alih Bahasa Andreas Winardi. Yogyakarta : Andi Offset.
Kerlinger, Fred N and Pedhazur, Elazar J., 1990. Foundation of Multiple Regression Analysis, Diterjemahkan oleh A. Taufik, Korelasi dan Analisis Regresi Ganda. Yogyakarta : Penerbit Nur Cahya.
Miniard, W., Paul, Blackwell, D. Roger, Engel. F. James. 1994. Perilaku Konsumen. Edisi Keenam. Jakarta : Binarupa Aksara.
Suamiki, Ni Nyoman. 2000. Analisis Kualitas Pelayanan Dalam Mempengaruhi Kepuasan Konsumen Rumah Sakit Bersalin di Kotamadya Banjarmasin. Tesis. Tidak Diterbitkan. Malang : Program Pasca Sarjana Universitas Brawijaya.
Parasuraman A., Valeri, Leonard. 1996. A Conceptual Model Of Service Quality And Its Implications For Future Research.
Singarimbun, Masri dan Efendi. 1995. Metode Penelitian Survai. Cetakan Kedua. Jakarta : LP3ES.
Tjiptono Fandy dkk. 2004. Marketing Scales. Yogyakarta : Andi.
Tjiptono, Fandy. 1996. Manajemen Jasa. Edisi I. Yogyakarta : Penerbit Andi.
Tjiptono, Fandy.1999. Strategi Pemasaran. Edisi Kedua, Yogyakarta : Penerbit Andi.
Wijaya. 2000. Pelayanan Kesehatan Rumah Sakit. Jakarta.
Downloads
Published
How to Cite
Issue
Section
License
Copyright Notice.
The copyright of the received article once accepted for publication shall be assigned to the journal as the publisher of the journal. The intended copyright includes the right to publish the article in various forms (including reprints). The journal maintains the publishing rights to the published articles.