KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN

MIX: JURNAL ILMIAH MANAJEMEN

View Publication Info
 
 
Field Value
 
Title KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN
 
Creator Devi, Bidari Andria
Untoro, Wisnu
 
Subject process quality ; infrastructure quality ; interaction quality ; customer loyalty
 
Description This research was conducted for analyze the influence of process quality , infrastructure quality and interaction quality on customer loyalty with customer satisfaction as mediating variable. This study employed quantitative method, and questionnaire for collecting data. The sampling technique employed was accidental sampling one. The sample of research consisted of 170 respondents in inpatient units of type-D hospitals in Sukoharjo divided into PKU Muhammadiyah and Nirmala Suri Hospitals. The analysis method employed in this research was Structural Equation Modeling (SEM) with SmartPLS 2.0 program help. Validity and reliability tests were analyzed using outer model, while inner model was used to test hypotheses. Result of research showed that process quality ,infrastructure quality, and interaction quality affected customer loyalty positively and significantly and customer satisfaction , customer satisfaction mediates relationship  between process quality,infrastructure quality,and interaction quality to customer loyalty . So that the better the process  quality, infrastructure quality,and interaction   quality  the higher is the customer satisfaction and customer lotalty  of type-D hospitals in Sukoharjo
 
Publisher Universitas Mercu Buana
 
Contributor
 
Date 2019-02-18
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/5162
10.22441/mix.2019.v9i1.003
 
Source MIX: JURNAL ILMIAH MANAJEMEN; Vol 9, No 1 (2019): MIX: Jurnal Ilmiah Manajemen; 36 - 52
2460-5328
2088-1231
 
Language eng
 
Relation https://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/5162/2326
 
Rights Copyright (c) 2019 MIX: JURNAL ILMIAH MANAJEMEN
 

Contact Us

The PKP Index is an initiative of the Public Knowledge Project.

For PKP Publishing Services please use the PKP|PS contact form.

For support with PKP software we encourage users to consult our wiki for documentation and search our support forums.

For any other correspondence feel free to contact us using the PKP contact form.

Find Us

Twitter

Copyright © 2015-2018 Simon Fraser University Library