Service Quality, Customer Satisfaction, Customer Trust, and Customer Loyalty in the Service of Pediatric Polyclinic (Case Study at Private H Hospital of East Jakarta, Indonesia)

    Ratna Indrawati ,Christian Elizar ,Rina Mutiara ,Djoko Roespinoedji
    Keywords: customer loyalty, service quality, customer satisfaction, customer trust ,

    Abstract

    Abstract
    Customer loyalty is considered as an important key to the success and profit of a hospital, so that a
    decrease in the number of visits from old patients or subscribed patients in the pediatric polyclinic of
    Private H Hospital is a serious problem. The purpose of this research is to determine the effect of service
    quality on customer loyalty with customer satisfaction and trust as an intervening variable in the services
    of a pediatric polyclinic in Private H Hospital. The research used SEM method on 190 respondents. The test
    results of the model has met the criteria of Goodness of Fit in which the t-value of service quality to
    customer satisfaction is 14.71, service quality to customer trust is 16.10, service quality to customer loyalty
    is 2.16, customer satisfaction to customer loyalty is 0.83, customer trust to customer loyalty is 3.13. Customer
    trust significantly mediates the effect of service quality on customer loyalty while customer satisfaction
    cannot serve as a mediator since about 70% of patients at the pediatric polyclinic of Private H Hospital
    are JKN members. By maintaining customer trust through the provision of services based on hospital
    accreditation standards and continuous evaluation, customer loyalty will increase as marked by the revisit of patients even though there are other pediatric polyclinics offering more, even customers will
    recommend the pediatric polyclinic of Private H Hospital to other people.

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