KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SEBAGAI ANTESEDEN LOYALITAS PELANGGAN
Rohmat Dwi Jatmiko
Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Malang
This study aims to analyze the influence of service quality on customer satisfaction and loyalty at the slamic 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