The Effect of MCSQ and COSE on Customer Loyalty Through Customer Satisfaction in Private Hospital in Surakarta

DOI

10.2991/amca-18.2018.142How to use a DOI?

Keywords

COSE, MCSQ, Customer Satisfaction, and Customer Loyalty

Abstract

The purpose of this study is to analyze the influence of Customer Orientation of Service Employees (COSE) and Management Commitment of Service Quality (MCSQ) on customer satisfaction as well as its impact on customer loyalty to Hospitals in Surakarta. The result of this study shows that the COSE and MCSQ have influence on customer satisfaction and customer loyalty. In conclusion, customer satisfaction is an intervening variable that can mediate the effect of variable COSE and MCSQ on customer loyalty.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Sri Isfantin Puji Lestari
AU  - Retnoning Ambarwati
PY  - 2018/07
DA  - 2018/07
TI  - The Effect of MCSQ and COSE on Customer Loyalty Through Customer Satisfaction in Private Hospital in Surakarta
BT  - Proceedings of the 5th International Conference on Community Development (AMCA 2018)
PB  - Atlantis Press
SP  - 512
EP  - 514
SN  - 2352-5398
UR  - https://doi.org/10.2991/amca-18.2018.142
DO  - 10.2991/amca-18.2018.142
ID  - Lestari2018/07
ER  -