Analysis of Action-Attitude-Subjectivity Factors Influences to Customer Loyalty Case Study: Santo Borromeus Hospital Bandung

• Main Author: MANGAPUL PARULIAN (NIM : 29107047); Pembimbing : Ir. Evo S. Hariandja, MM, ALBERT
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/17874
• Institution: Institut Teknologi Bandung

One of the most important service business field in Indonesia is health business. It is important for it directly deals with life/death state. Health is each person’s basic human rights, in Indonesia and also the whole world. Therefore, it is a must for all health care businessman/woman to prioritize the achievement of justified health care for every person in need, through preventive and reactive actions. From business side, health also involves <br /> <br /> <br /> fast-paced and intense money flow, especially in the lowered national and global health rate condition nowadays. Hospitals should act as not only social but also business organizations, due to the needs of gaining profit and growing, besides their health maintaining function. Santo Borromeus Hospital sets its position as non-profit organization, but the fact is it still <br /> <br /> <br /> needs to have optimum revenue to maintain its business. High and constant number of patients can be one of the indicators, while that kind of number shows that people trust the hospital to maintain their health. Therefore, they will use the service periodically to monitor their condition or every time they are in need for curing and medication. This condition can be stated as customer loyalty, with patients and patients-to-be as the customers. Getting that means getting customer satisfaction, which can be influenced by many factors. The model in this analysis is provided by the hospital, and the use of various methods such as interviews and Structural Equations Model can be brought into practice to determine how the factors in the model and some other factors influence the customer loyalty.