ANALISIS PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN KONSUMEN DALAM MENINGKATKAN LOYALITAS KONSUMEN (Studi Pada Pasien Rawat Jalan Rumah Sakit Nasional Diponegoro Semarang)

SAVIRA , Ardine Hasna and HIDAYATI , Retno (2019) ANALISIS PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN KONSUMEN DALAM MENINGKATKAN LOYALITAS KONSUMEN (Studi Pada Pasien Rawat Jalan Rumah Sakit Nasional Diponegoro Semarang). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

This study aims to analyze service quality and corporate image towards consumer satisfaction in increasing consumer loyalty. The population used in this study is outpatient at National Diponegoro Hospital in Semarang. The number of samples used in this study were 200 respondents. The method of data collection is done through a questionnaire. This study uses Structural Equation Modeling (SEM) analysis techniques with AMOS 24.0 analysis tool. The results of this study indicate that Consumer Satisfaction has a positive and significant effect on Consumer Loyalty. Service Quality has a positive and significant effect on Consumer Loyalty. Service Quality has a positive and significant effect on Consumer Satisfaction. Corporate image has a positive and significant effect on Consumer Loyalty. Corporate image has a positive and significant effect on Consumer Satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:Service quality, Corporate Image, Consumer Satisfaction, Consumer Loyalty
Uncontrolled Keywords:Service quality, Corporate Image, Consumer Satisfaction, Consumer Loyalty
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:74260
Deposited By:INVALID USER
Deposited On:17 Jul 2019 09:46
Last Modified:17 Jul 2019 09:46

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