Title: The Effect of Service Quality on Patient Loyalty Mediated by Value, Satisfaction, and Switching Costs: Study at Semen Gresik Hospital
Author: Firman Habibie
Item Type : Thesis (Thesis)
Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
Based on data on the development and composition of the number of RSSG patients during 2010-2012, it was identified that the contribution of the RSSG captive market was decreasing. Therefore, focusing on the strategy of building customer loyalty from the general segment, which provides increased contribution, becomes an important strategic choice for RSSG management. Linked to business strategy theory and previous studies, several important variables that can be used to build loyalty are improving service quality, satisfaction, and switching costs. Therefore, the next research problem that will be developed as a basis for formulating research questions is: How to build patient loyalty to RSSG in Gresik? The sample size was determined at 180 respondents, and taken proportionally from the sub-population, using a quota sampling technique. The data analysis technique used in this research uses PLS (Partial Least Square). Based on the results of hypothesis testing and mediation tests, it can be concluded that the relationship between service quality and patient loyalty is positive, through the service quality process it influences patient value, satisfaction and switching costs.
Keywords: Loyalty, service quality, satisfaction, Switching Costs, Customer Values
Sources: http://repository.unair.ac.id/33613/
