Proceedings of the 5th International Conference on Community Development (AMCA 2018)

The Effect of MCSQ and COSE on Customer Loyalty Through Customer Satisfaction in Private Hospital in Surakarta

Authors
Sri Isfantin Puji Lestari, Retnoning Ambarwati
Corresponding Author
Sri Isfantin Puji Lestari
Available Online July 2018.
DOI
10.2991/amca-18.2018.142How to use a DOI?
Keywords
COSE, MCSQ, Customer Satisfaction, and Customer Loyalty
Abstract

The purpose of this study is to analyze the influence of Customer Orientation of Service Employees (COSE) and Management Commitment of Service Quality (MCSQ) on customer satisfaction as well as its impact on customer loyalty to Hospitals in Surakarta. The result of this study shows that the COSE and MCSQ have influence on customer satisfaction and customer loyalty. In conclusion, customer satisfaction is an intervening variable that can mediate the effect of variable COSE and MCSQ on customer loyalty.

Copyright
© 2018, 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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Volume Title
Proceedings of the 5th International Conference on Community Development (AMCA 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
July 2018
ISBN
10.2991/amca-18.2018.142
ISSN
2352-5398
DOI
10.2991/amca-18.2018.142How to use a DOI?
Copyright
© 2018, 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/).

Cite this article

TY  - CONF
AU  - Sri Isfantin Puji Lestari
AU  - Retnoning Ambarwati
PY  - 2018/07
DA  - 2018/07
TI  - The Effect of MCSQ and COSE on Customer Loyalty Through Customer Satisfaction in Private Hospital in Surakarta
BT  - Proceedings of the 5th International Conference on Community Development (AMCA 2018)
PB  - Atlantis Press
SP  - 512
EP  - 514
SN  - 2352-5398
UR  - https://doi.org/10.2991/amca-18.2018.142
DO  - 10.2991/amca-18.2018.142
ID  - Lestari2018/07
ER  -