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All Journal Sari Pediatri Majalah Ilmiah Bijak Community Engagement and Emergence Journal (CEEJ) Jurnal Ners AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Jurnal Sehat Indonesia (JUSINDO) Journal of Management and Administration Provision Journal Research of Social Science, Economics, and Management Innovative: Journal Of Social Science Research Al-Ihtiram: Multidisciplinary Journal of Counseling and Social Research Malahayati International Journal of Nursing and Health Science
Asnar, Etty Sofia Mariati
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The influence of customer perceived value and service quality on customer loyalty through customer satisfaction: A case study report Nurita, Dewanti Putri; Paramarta, Vip; Kosasih, Kosasih; Yuliaty, Farida; Asnar, Etty Sofia Mariati
Malahayati International Journal of Nursing and Health Science Vol. 8 No. 12 (2026): Volume 8 Number 12
Publisher : Program Studi Ilmu Keperawatan-fakultas Ilmu Kesehatan Universitas Malahayati

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/minh.v8i12.1800

Abstract

Background: Preliminary findings indicate a patient loyalty issue at XYZ Hospital, Tangerang. Purpose: To analyze the partial effect of Customer Perceived Value and Service Quality on Customer Loyalty, both directly and indirectly through the mediation of Customer Satisfaction. Method: A quantitative approach with an asymmetric causal design was employed. This study employed descriptive and verification methods and adopted a survey-based approach. The study was conducted at XYZ Hospital, Tangerang, Banten, in 2025. The population included all hospital outpatients, with a sample size of 123 respondents. Data were collected through a survey and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). Results: This study indicates that customer perceived value significantly influences customer satisfaction and loyalty. Service quality also has a positive and significant impact on customer satisfaction and loyalty. Furthermore, customer satisfaction has a significant positive effect on customer loyalty. Furthermore, customer satisfaction mediates the relationship between service quality and customer loyalty. However, it does not mediate the relationship between customer perceived value and customer loyalty. Conclusion: increasing service quality and customer perceived value can increase satisfaction and loyalty, with satisfaction acting as a mediator, particularly in the relationship between service quality and customer loyalty.
Co-Authors Anathasia, Sophiana Enjellin Andrian, Hendri Ayu Laili Rahmiyati Dermawan, Diki Tri Bagus Farida Yuliati, Farida Farida Yuliaty Habibi, Novel Hendajany, Nenny Hidayat, Mochammad Reza Kadarisman, Sumeidi Kalangi, Beauty Saskia Kosasih Kosasih , Kosasih KOSASIH KOSASIH, KOSASIH Krestopri, Bendra Kusumastuti, Dyah Laina, Sahila Nida Lestari P.R, Rachmi Mia Milanti Dewi mulyani, sri rochani Murni, Detya Okti Nugroho, Joko Agung Nugroho, Taufan Nurita, Dewanti Putri Paramata, Vip Permana, Agung Poluan, Olivia Melissa Pranoto, Ary Sigit Ripka Margaretha Ponggele Rulia, Rulia Saepudin, Didin Sahana, Syahpikal Sartika, Nova Setia Setyaji, Setyaji Sidqi, Abdul Gani Sugiyarti Sugiyarti, Sugiyarti Suharsono, Teguh Nurhadi Syahidin, Rukhiyat Utojo, Widjajanti Utoyo, Widjajanti Vip Paramarta