|Title: THE EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS A MEDIATION VARIABLE
Edo Agusta Dwi Priambada Sugiarta, Harianto Respati and Tanto Gatot Sumarsono
To describe the quality of service, customer satisfaction and customer loyalty at one of the State-Owned Enterprises (BUMN) hospitals in Malang City, which is one of the economic players in the national economy based on economic democracy, providing goods and services of high quality and strong competitiveness and pursuing profits to increase company value, in addition to analyzing the effect of quality on the level of service in hospitals It must be truly felt by the community and continue to experience the memory of customer loyalty. With research that examines the effect of Service Quality (X) on customer loyalty (Y2) through customer satisfaction (Y1) which becomes variavel. Therefore, the success of the variable becomes an indicator of the assessment of this study.
|Keywords: Quality of Service, Customer Loyalty, Customer Satisfaction, Hospital.