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Buyung Cahya Perdana
Faculty of Economics, Merdeka University Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Materials Science & Nanotechnology Social Sciences

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Effect Analysis of The Services Quality, Prices And Satisfaction On Loyalty of Rsmm Eye Hospital Surabaya Yanus Sumitro; Buyung Cahya Perdana; Bachtiar J. Helmy
Journal of Economic, Accounting and Management Science (JEAMS) Vol. 1 No. 1 (2019): September
Publisher : Faculty of Economics Merdeka University Surabaya Jl. Ketintang Madya VII/2 Karah, Kec. Jambangan, Kota SBY, Jawa Timur 60232

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Abstract

The research was conducted at the Surabaya Public Hospital RSMM. Study sample was 100 hospitalized patients. The results are: (1) no significant effect between service quality and satisfaction, (2) Rates of satisfaction is significantly affected, (3) quality of service is significantly affected loyalty (4) there was no significant effect between price and loyalty, (5) satisfaction is influenced significant loyalty. Based on our research, this suggests that patients should be more careful to avoid disappointment hospitalization. To the management should have a positive communication with patients when declining consumer confidence. And further research should be done continuously with similar time intervals to determine whether or not there is an increase in satisfaction, as a result of the increased performance of the services performed and prices that affect customer loyalty.
Co-Authors Bachtiar J. Helmy Yanus Sumitro