ANALISIS PENGARUH KUALITAS LAYANAN, HARAPAN KINERJA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pasien Rumah Sakit Islam Sultan Agung Semarang)

Abstract

This event will be based on studies of patients in hospital Sultan Agung Islamic by taking a sample of 15 patients showed that patients complain of associated with less efficient service, namely the relationship between the nurses as health care providers with the patient as well as the relationship between doctors with patients. The purpose of penelitain it is (1) to know the influence of the quality of services towards customer satisfaction Muslim Sultan Agung Hospital. (2) to find out the influence of the quality of services against customer loyalty Sultan Agung Islamic Hospital. (3) to find out the influence of expectations on performance against customer loyalty Islamic Sultan Agung Hospital. (4) to know the influence of expectations on performance against customer loyalty Islamic Sultan Agung Hospital. (5) to know the influence of the image of the company towards customer satisfaction Muslim Sultan Agung Hospital. (6) to find out the influence of the image of the company towards customer loyalty Islamic Sultan Agung Hospital. (6) to find out the influence of customer satisfaction toward customer loyalty Sultan Agung Islamic Hospital. Population at peneltian this is the whole patient and family party near hospital patients Islam Sultan Agung Semarang. Researchers using a sample of as much as 155. Withdrawal of samples. in the research is wearing two methods i.e. incidental sampling and purposive sampling. Data analysis using multiple regression equations with the aid of software Statistical Package for Social Sciences (SPSS). The results of this study showed that based on the results of path analysis, customer satisfaction variable cannot be used as an intervening variable. It is based on the findings of the customer satisfaction variables which do not give effect on the independent variable in this study i.e. the variable service quality, performance expectations and the company's image. The entire independent variable provides greater direct influence against the variable customer loyalty than indirect influence through customer satisfaction