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All Journal JURNAL SAINS PEMASARAN INDONESIA
Chintya Nur
Hospital Administration and Management Studies, Universitas Pelita Harapan, Indonesia
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Factors Affecting Customer Loyalty in Siloam Hospitals Kebon Jeruk and Lippo Village Franzeska Olivia Indra Putri; Chintya Nur; Margaretha Pink Berlianto
Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) Vol 21, No 1 (2022): Mei
Publisher : Master of Management Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jspi.v21i1.%p

Abstract

The purpose of this study was to determine the effect of service quality, customer trust, and customer value on customer loyalty at the JCI standardized Siloam Hospital. Data collection in this study was conducted using an online questionnaire to 166 people who had visited Siloam Hospitals Kebon Jeruk and Lippo Village using simple random sampling method. Analysis using partial lease square-structural equation modeling (pls-sem) was carried out using the SmartPLS program to analyse the data. The findings from the study are that all the variables, which are service quality (interaction quality, physical environment quality, outcome quality), customer value and customer trust, have a positive relationship to customer loyalty at Siloam Hospitals Kebon Jeruk and Lippo Village. 
Co-Authors Berlianto, Margaretha Pink Franzeska Olivia Indra Putri