The Determinant Factors of Customer Satisfaction: Promotion, Service Quality and Brand Image

International Journal of Entrepreneurship and Business Development: IJEBD

article

Aldilla Youthiana Oktavanny¹  Wahyu Sulistiadi¹ 

[1] Faculty of Public Health, Universitas Indonesia

关键词: Customer Satisfaction;    Promotion;    Service Quality;    Brand Image;   

DOI  :  10.29138/ijebd.v5i2.1760

来源: LPPM of Narotama University Surabaya

【 摘 要 】

Purpose: The purpose of this study is to analyze the effect of promotion, service quality and brand image partially on customer satisfaction, and also to analyze which variables have dominant influence on customer satisfaction. Design/methodology/approach: The population in this study were 2,155 customers of RSUD Kertosono and the technique for determining the sample size was using the Slovin formula and obtained 96 people as sample. Questionnaire was used to obtain the data and data analysis technique used was Partial Least Square (PLS). Findings: The results indicated that promotion, service quality and brand image partially influence on customer satisfaction, and promotion had a dominant influence on customer satisfaction. Research limitations/implications: This research is limited to doing in RSUD Kertosono, East Java, Indonesia. For generalization so that further research can be carried out in different organizations or companies and in different regions (cities).Practical implications: The results of this research can be used as a reference to increase customer satisfaction in a hospital.

【 授权许可】

Unknown