publication . Article . 2017

HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

Indrianawati Usman;
Open Access English
  • Published: 01 Dec 2017 Journal: Eurasian Journal of Business and Management (issn: 2148-0206, Copyright policy)
  • Publisher: Eurasian Publications
Abstract
This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hosp...
Subjects
ACM Computing Classification System: InformationSystems_GENERAL
free text keywords: : Hospital Service Quality, Customer Perceived Value, Customer Trust, Hospital Image, Customer Loyalty, Business, HF5001-6182
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