Analisis Pengaruh Brand Image, Service Quality, Kepuasan Pelanggan dan Loyalitas Konsumen Rumah Sakit

SATRIA , P Cahyamas Arif and INDRIANI , Farida (2019) Analisis Pengaruh Brand Image, Service Quality, Kepuasan Pelanggan dan Loyalitas Konsumen Rumah Sakit. Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

[img]
Preview
PDF - Published Version
4Mb

Abstract

The research objective is to analyze the influence of brand image, service quality, customer satisfaction on loyalty to return to the hospital in Permata Medika, Semarang through service quality and customer satisfaction as interveing variable. The sampling method used in this research is non-probability sampling with a purposive sampling technique. The samples collected were 100 respondents at Permata Medika Hospital to find out information about re-visit intention in the hospital. The analytical method used is multiple analysis techniques which include validity test, reliability test, classic assumption test, multiple linear regression test, t test, f test, determination test, and sobel test. The results showed that brand image had a positive and significant effect on service quality and loyalty but negative and not significant on customer satisfaction, service quality had a positive and significant effect on customer satisfaction and loyalty, and customer satisfaction had a positive and significant effect on customer loyalty.

Item Type:Thesis (Undergraduate)
Additional Information:brand image, service quality, customer satisfaction ,loyalty, loyalty:re-visit intention
Uncontrolled Keywords:brand image, service quality, customer satisfaction ,loyalty, loyalty:re-visit intention
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:71040
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:28 Mar 2019 10:46
Last Modified:28 Mar 2019 10:46

Repository Staff Only: item control page