This research was conducted for analyze the influence of process quality , infrastructure quality and interaction quality on customer loyalty with customer satisfaction as mediating variable. This study employed quantitative method, and questionnaire for collecting data. The sampling technique employed was accidental sampling one. The sample of research consisted of 170 respondents in inpatient units of type-D hospitals in Sukoharjo divided into PKU Muhammadiyah and Nirmala Suri Hospitals. The analysis method employed in this research was Structural Equation Modeling (SEM) with SmartPLS 2.0 program help. Validity and reliability tests were analyzed using outer model, while inner model was used to test hypotheses. Result of research showed that process quality ,infrastructure quality, and interaction quality affected customer loyalty positively and significantly and customer satisfaction , customer satisfaction mediates relationship between process quality,infrastructure quality,and interaction quality to customer loyalty . So that the better the process quality, infrastructure quality,and interaction quality the higher is the customer satisfaction and customer lotalty of type-D hospitals in Sukoharjo
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.