RELATIONSHIP OF CUSTOMER SATISFACTION TO SWITCHING COST AND LOYALTY INPATIENT AT SURABAYA PRIVATE HOSPITAL
Journal Title: Academic Research International - Year 2018, Vol 9, Issue 1
Abstract
This study aims to determine the relationship of customer satisfaction to switching cost and inpatient loyalty at Private Hospital in Surabaya. One hundred and forty respondents or patients in four Private Hospital type B Surabaya were used as sample. Structural Equation Model (SEM) was applied as the techniques to analyse the data through multigroup or multisample analysis approach to test the influence of exogenous and endogenous. The results showed that patient satisfaction affects significantly in positive direction to the switching cost at Private Hospital type B in Surabaya. Second, patient satisfaction affects significantly in positive direction to the patient loyalty at Private Hospital type B in Surabaya. Thus, the whole satisfaction levels should be improved, such as by providing services. By providing good services in the Hospital, patients will be cared as well.
Authors and Affiliations
Mu`ah Mu`ah
Keywords
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