KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN

Bidari Andria Devi; Wisnu Untoro

KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN

Authors

Bidari Andria Devi
Wisnu Untoro

Keywords:

process quality, infrastructure quality, interaction quality, customer loyalty

Abstract

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

Downloads

How to Cite

Devi, B. A., & Untoro, W. (2019). KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN. MIX: JURNAL ILMIAH MANAJEMEN, 9(1), 36–52. Retrieved from https://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/5162

Download Citation

Issue

Vol. 9 No. 1 (2019): MIX: Jurnal Ilmiah Manajemen

Section

Articles

License

Core Rules & Requirements

Attribution (BY): You must give appropriate credit to the original creator, provide a link to the license, and indicate if you made any changes.
ShareAlike (SA): If you remix, transform, or build upon the material, you must distribute your new creation under the same or a compatible license (such as CC BY-SA 4.0).
No Additional Restrictions: You cannot apply legal terms or technological measures that legally restrict others from doing anything the license permits.

What You Are Allowed to Do

Share: Copy and redistribute the material in any medium or format.
Adapt: Remix, transform, and build upon the material to create new works (like artwork, code, or documentation).
Commercial Use: You can use and sell your adaptations or distributions commercially, provided you respect the ShareAlike condition.

Key Details

Irrevocable: Once granted by the creator, the license cannot be taken back as long as you comply with its terms.
No Warranties: The material is provided "as-is," and the licensor gives no guarantees or warranties regarding your use of the work.
Official Reference: You can read the full legal summary on the Creative Commons Attribution-ShareAlike 4.0 International Deed.