Service Quality and Location towards Customer Value and the Effect on Customer Satisfaction

DOI

10.2991/icobame-18.2019.16How to use a DOI?

Keywords

service quality; location; customer value; customer satisfaction

Abstract

This research aims to analyse the influence of service quality and location towards customer value and the effect to customer satisfaction. The problem on this research is to find out how to increase the customer value in order to raise up customer satisfaction in line with the expectations. The population on this research is the out-patients care in regional hospital of Doctor Soeselo, Tegal district. In this case the selection for the sample itself is determined based on characteristics, namely first, the respondents are patients or close relatives. Second, the respondents are the people that already used the health service in this hospital more than once, both personally or family such as husband, wife and children. Data analysis on this research used multiple linear regression analysis and to test mediation used Sobel Test. The result revealed that service quality has positive effect and significant toward customer value. That means the better service quality will increase the customer value. Location was found not influence toward customer value. Service quality has a positive and significant effect on customer satisfaction. Means, the better of service quality will increase customer satisfaction. Location was found not influence toward customer satisfaction. Customer value has a positive and significant toward customer satisfaction. So the better customer value will make customer satisfaction increase. The result of mediation test using Sobel test shows that customer value mediates the effect of service quality on customer satisfaction.

Copyright

© 2019, 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  - Euis Soliha
AU  - Ajeng Aquinia
AU  - R. Basiya
AU  - Penunjang Waruwu
AU  - Mohamad Kharis
PY  - 2019/07
DA  - 2019/07
TI  - Service Quality and Location towards Customer Value and the Effect on Customer Satisfaction
BT  - Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018)
PB  - Atlantis Press
SP  - 74
EP  - 77
SN  - 2352-5428
UR  - https://doi.org/10.2991/icobame-18.2019.16
DO  - 10.2991/icobame-18.2019.16
ID  - Soliha2019/07
ER  -