CUSTOMER SATISFACTION AS THE INTERVENING VARIABLE IN MAINTAINING CUSTOMER BEHAVIOR INTENTION OF GENERAL PATIENTS IN TYPE B HOSPITAL IN JAKARTA, INDONESIA

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Pricillia Priska Sianita, Rina Astini

Abstract

This study aims to analyze the effect of customer experience on customer satisfaction, the effect of customer satisfaction on customer behavior intentions, the influence of customer experience on customer behavior intentions. through customer satisfaction. The method applied is explanatory research with a quantitative approach. The population uses all common patients who have visited the Type B Hospital in Jakata. The sampling technique uses purposive sampling and has been determined with a quota of 100 people. This study took 2 (two) types of data collection techniques, namely questionnaires and documentation. After the data is collected, data analysis is carried out using SEM analysis techniques with the help of the SmartPLS program.The results showed that customer experience had a significant effect on customer behavioral intentions. Customer experience has a significant effect on customer satisfaction. Customer satisfaction has a significant effect on customer behavioral intentions. Customer experience has a significant effect on customer behavioral intentions through customer satisfaction.


 

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How to Cite
Pricillia Priska Sianita, Rina Astini. (2023). CUSTOMER SATISFACTION AS THE INTERVENING VARIABLE IN MAINTAINING CUSTOMER BEHAVIOR INTENTION OF GENERAL PATIENTS IN TYPE B HOSPITAL IN JAKARTA, INDONESIA. BiLD Law Journal, 8(1), 62–70. Retrieved from https://bildbd.com/index.php/blj/article/view/725
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