The Effect of Customer’s Orientation of Service Employee on Customer’s Satisfaction of Health Services

Lestari, Sri Isfantin Puji and Ambarwati, Retnoning and Agustina, Titien and Muryani, Endang and Andriani, Andriani and Alfani, Muhammad (2019) The Effect of Customer’s Orientation of Service Employee on Customer’s Satisfaction of Health Services. IJEBA : International Journal of Economics & Business Administration (2). pp. 270-278. ISSN p:270-278

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Abstract

Purpose: To determine the effect of service employees who have customer orientation in creating customer satisfaction and loyalty at the hospital Design/Methodology/Approach: The importance of using variables in a study, including in this research there are several things that are used as variables, such as employee service with customer orientation, customer perceived satisfaction, customer loyalty after receiving service. In this research using Structural Equation Modeling (SEM), with the use of AMOS 23.0 for data analysis Findings: The services provided by employees with customer orientation are proven to create satisfaction and satisfaction loyalty. In this case, satisfaction becomes a mediator between COSE and customer loyalty Practical Implications: The service of an employee with a customer orientation has been proven to create customer satisfaction and loyalty. So this is certainly very important, including in hospital services so that patients remain loyal in conducting health consultations there. Originality/Value: The service of an employee is important to pay attention to customer orientation to get customer satisfaction and loyalty.

Item Type:	Article
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development
Divisions:	Dosen IAIN Kediri
Depositing User:	Muhamad Hamim
Date Deposited:	15 Jun 2022 07:35
Last Modified:	15 Jun 2022 07:35
URI:	http://repository.iainkediri.ac.id/id/eprint/704

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