Increasing Loyalty Through Patient Satisfaction of Uptd Sambong Health Center, Blora Regency

Rifka Pudjiga Astutime

Abstract


This study aims to answer the research question "How to improve customer loyalty through service quality and institutional image through customer satisfaction?, This study is an explanatory study with a quantitative approach, this study aims to explore the relationship between service quality, institutional image, customer satisfaction, and customer loyalty, The study population involved the entire population of customers/patients at the UPTD Sambong Health Center, Blora Regency, Data collection was carried out using a closed questionnaire with a response scale from 1 (Strongly Disagree) to 5 (Strongly Agree), The sampling technique used was accidental sampling, involving 106 customers/patients of the UPTD Sambong Health Center, Data analysis was carried out using the Partial Least Square (PLS) method, The results show that service quality has a positive effect on patient satisfaction and patient loyalty; institutional image has a positive effect on patient satisfaction and patient loyalty; and patient satisfaction significantly increases patient loyalty, This study emphasizes the importance of the relationship between service quality, institutional image, and customer satisfaction in building strong customer loyalty.

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DOI: http://dx.doi.org/10.30659/jrbi.v21i2.43485

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