The Influence of Innovation Strategies and Services Quality on Customer’s Satisfaction and Loyalty during Covid-19 Pandemic
Keywords:
Service Innovation, Service Quality, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to determine and analyze the effect of innovation strategies and service quality on customer (patient) satisfaction and loyalty during the covid-19 pandemic. This study applied a quantitative approach with a sampling technique. It applied non-probability sampling for distributing the questionnaire. The population in this study is patients at the National Hospital Dr Cipto Mangunkusumo Jakarta, Indonesia. This study uses a Structural Equation Model (SEM) approach using the Smart PLS version 3.2.9 program. Based on the results of the research, it was found that service innovation and service quality have a significant positive effect on customer satisfaction. Moreover, service innovation, service quality, and customer satisfaction have a significant positive effect on customer loyalty.
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