摘要：The background of this study was to entrust the health services to hospitals on quality, consumers will have the brand attitude, brand attitude of consumers to the brand overall evaluation.Or a positive assessment of the brand can lead customers into believing the services provided so that the company believes this attitude that led to patient satisfaction and intent to return again using the same service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction, the quality between the patient and the patient and medical personnel.When quality reliable which has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is formed.With the level of consumer loyalty can deliver a positive attitude towards the Hospital that consumers can trust and become advocates in maintaining quality.The aim of this study was to analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality to create the Customer Satisfaction which would impact on Customer Loyalty.This study design using hypothesis testing aims to examine the relationship between the variables studied.a sample of 150 patients were examined you ever come to hospitals Surabaya.The sample used was purposive sampling.The model used is based on research criteria.Analysis of the data used in this study were collected by using questionnaires, by providing a written statement to the respondent.In addition, the respondents to respond to the statement given.Questionnaires were administered closed and where the answer is already available, In this study before distributing questionnaires to test the validity and reliability of research instrument to get a measuring instrument valid and reliable.Results of this study concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant impact on Customer Satisfaction.Customer Satisfaction positive and significant impact on customer loyalty.Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the service pleasant, decent and positive so that the patient or the consumer will invite friends and family to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell others things -it is good about the hospital in Surabaya.If consumers hear bad news or negative about the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure to invite friends and family to the hospital in Surabaya for treatment.
其他摘要：The background of this study was to entrust the health services to hospitals on quality, consumers will have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive assessment of the brand can lead customers into believing the services provided so that the company believes this attitude that led to patient satisfaction and intent to return again using the same service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction, the quality between the patient and the patient and medical personnel. When quality reliable which has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is formed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital that consumers can trust and become advocates in maintaining quality. The aim of this study was to analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality to create the Customer Satisfaction which would impact on Customer Loyalty. This study design using hypothesis testing aims to examine the relationship between the variables studied. a sample of 150 patients were examined you ever come to hospitals Surabaya. The sample used was purposive sampling. The model used is based on research criteria. Analysis of the data used in this study were collected by using questionnaires, by providing a written statement to the respondent. In addition, the respondents to respond to the statement given. Questionnaires were administered closed and where the answer is already available, In this study before distributing questionnaires to test the validity and reliability of research instrument to get a measuring instrument valid and reliable. Results of this study concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant impact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customer loyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the service pleasant, decent and positive so that the patient or the consumer will invite friends and family to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell others things -it is good about the hospital in Surabaya. If consumers hear bad news or negative about the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure to invite friends and family to the hospital in Surabaya for treatment. Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction and customer loyalty.
关键词：Quality outcomes;interaction quality and peer-to-peer quality;customer satisfaction and customer loyalty
