Quality of Hospital Services and Loyalty: Role of Customer Value

DOI

10.2991/aebmr.k.200410.008How to use a DOI?

Keywords

perception of service quality, customer value, patient loyalty

Abstract

This study aims to explain the effect of service quality on loyalty as well as the influence of service quality on patient loyalty mediated by customer value. This study uses a positivist (quantitative) approach, as the population of inpatients in government-owned hospitals in Malang, Indonesia. The number of samples was 130, with proportional random sampling technique. Data analysis techniques used Structural Equation Modeling (SEM) analysis. The results showed that service quality has an effect on customer loyalty and customer value is able to mediate the effect of service quality on patient loyalty.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Astrid Puspaningrum
PY  - 2020
DA  - 2020/04/13
TI  - Quality of Hospital Services and Loyalty: Role of Customer Value
BT  - Proceedings of the 3rd Asia Pacific International Conference of Management and Business Science (AICMBS 2019)
PB  - Atlantis Press
SP  - 45
EP  - 50
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200410.008
DO  - 10.2991/aebmr.k.200410.008
ID  - Puspaningrum2020
ER  -