Analisis Variabel Pembentukan Customer Loyalty Oleh Service Quality Serta Customer Satisfaction, Trust, Dan Commitmen Sebagai Mediasi Di Poliklinik Poolien

Oleh :
Amelia Rianto - S4110032 - Sekolah Pascasarjana

The objective of this research is to investigate the effect of service quality on customer satisfaction and customer loyalty, customer satisfaction to trust, trust to commitment and customer loyalty, commitment to customer satisfaction and customer loyalty, commitment to customer loyalty. The population in this study all patients who come for treatment to the clinic Poolien. The number of respondents was used a sample of 150 people. This is consistent with the analysis tools used in this study using structural equation modeling (SEM). Sampling methods in this study was conducted using nonprobability sampling method with purposive sampling. As for the method of data collection using survey and interview methods. The result showed that are 5 variables that each have a significant influence. The steps that can be done, among others (1) repair the equipment to be more up to date (2) review of the nurses and physicians (3) nurses and doctors provide better explanations.