Department of Management, Faculty of Economics and Business, Udayana University, Bali, Indonesia.
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(01), 2650-2660
Received on 10 April 2024; revised on 23 July 2024; accepted on 25 July 2024
The aim of this research is to discuss the role of customer satisfaction in mediating service quality, price fairness and customer trust in customer loyalty at XYZ Hospital. This research is a type of quantitative research that is associative in nature. The population in this study were all domestic tourists who had been hospitalized at XYZ Hospital. The sampling technique uses purposive sampling. Data collection was carried out through a survey using a research instrument in the form of a questionnaire related to indicators for each research variable. Before the questionnaire was distributed to 130 respondents as research samples, validity and reliability tests were carried out. The collected questionnaire data was then analyzed using the PLS-based SEM analysis method. The research results show that all variables have a significant effect. Customer satisfaction acts as a partial mediator in mediating the influence of service quality, price fairness and customer trust on customer loyalty at XYZ Hospital. The results of this research can provide an empirical contribution regarding the relationship between service quality variables, price fairness, customer trust, customer loyalty and customer satisfaction for the development of The Expectancy Disconfirmation. Hospital management can implement strategies to increase customer satisfaction so that they can become loyal.
XYZ Hospital; Service Quality; Reasonable Prices; Customer Trust; Customer Loyalty; Customer Satisfaction
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Ida Ayu Putu Suryantari, Putu Yudi Setiawan, Ni Wayan Sri Suprapti and Ni Wayan Ekawati. Mediated by patient satisfaction: Service quality, price reasonability, trust, and loyalty. World Journal of Advanced Research and Reviews, 2024, 23(1), 2650-2660. Article DOI: https://doi.org/10.30574/wjarr.2024.23.1.2219