Journal ID : TRKU-24-07-2020-10928
[This article belongs to Volume - 62, Issue - 07]
Total View : 292

Title : Maintaining Service Quality of Emergency Room During Pandemic Crisis

Abstract :

Satisfaction is an attitude towards a service provider or an emotional reaction to what customers expect and receive regarding needs. Good service provided to customers can create satisfaction so as to create long-term relationships and customer loyalty. The study uses service quality as an independent variable, customer satisfaction as a mediating variable and loyalty as the dependent variable. The purpose of this study was to analyze the effect of service quality and patient satisfaction on patient loyalty in the emergency room in province of Banten, Indonesia. Pre-survey was conducted on 30 respondents. The results of the survey showed that 62% of patients were dissatisfied with the services provided by the emergency room in province of Banten, Indonesia. The results of the study concluded that all hypotheses could be accepted

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