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Abstract:
The purpose of this research was to determine and analyze the influence of service quality and customer relationship management partially or simultaneously against customer value. To know and analyze the influence of service quality, customer relationship management and customer value partially or simultaneously against customer satisfaction. The population in this research amounted to 2740 members of the Public Social Organization in cooperation with Awal Bros Hospital, Bina Kasih Hospital, and Hospital Eka Hospital in Riau Province. The method used in this research was descriptive and explanatory surveys with a minimum sample size of 340 respondents, as well as data analysis method used was SEM (Structural Equation Modeling) with the Lisrel 8.80 data analysis tool. Based on the research results, obtained the following findings: the quality of service and customer relationship management partially or simultaneously positive and significant impact on customer value with a contribution of 58% and 42% are influenced by other variables. Partially dominant service quality affects customer value. Quality of service, customer relationship management and customer value either partially or simultaneously positive and significant impact on customer satisfaction with a contribution of 73% and 27% are influenced by other variables. Partially customers value most dominant influence customer satisfaction. The results showed also that the value of the customer is a partial intervening variables on the effect of quality of service and customer relationship management to customer satisfaction. The implication of this results is that customer satisfaction Hospital primarily on satisfaction with the diversity of the health services will be able to be improved if the Hospital is able to enhance customer value, especially in comparison value, customer value will increase if the Hospital is able to improve the quality of services, especially in the dimension of reliability and supported by improve customer relationship management, especially on the commitment of the hospital.
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