Authors: T. Edyansyah, Wahyuddin Albra, Azhar, Farid, Irma Suryani
Year: 2019, Volume 28 No.3 Special Issue
Pages: 1-7
ABSTRACT
This research aims to analyze and empirically prove the influence of three additional aspects of marketing mix, those are process, people and physical evidence on the satisfaction and loyalty of patient at the public hospital of dr. FauziahBireuen. The data obtained from questionnaires of 110 respondents who are inpatients at the hospital of dr. FauziahBireuen. The data analyzed by using Structural Equation Model (SEM) using AMOS 20 that serves to prove the research hypothesis. The results show that this research model has a good suitability because all of the hypothesis can be proven. It concluded that the process, people and physical evidence positively and significantly influence on the satisfaction and loyalty of patient. The satisfaction positively and significantly influences on the loyalty of patient and the satisfaction mediates the process, people, and physical evidence with loyalty of inpatient at the public Hospital of dr. FauziahBireuen.
Keywords: Satisfaction; Loyalty; Process; People; Physical Evidence.
