PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

• Main Author: Fransisca Sandra Christina
• Format: Article
• Language: Indonesian
• Published: Universitas Trisakti 2014-09-01
• Series: Jurnal Manajemen dan Pemasaran Jasa
• Online Access: http://www.trijurnal.lemlit.trisakti.ac.id/index.php/jasa/article/view/803

The background of this research is Customer loyalty as a competitive advantage in service industry. The objective of this research is to examine the impact of Service quality, Corporate image on Customer loyalty through Customer satisfaction. The design of this research applies primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model (SEM). The result of this research concludes that there is positive impact Interaction quality, Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer satisfaction and Customer loyalty. Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction, Customer loyalty