PENGARUH CITRA MEREK TERHADAP KEPERCAYAAN DAN DAMPAKNYA PADA LOYALITAS PASIEN RAWAT INAP DI RS PKU MUHAMMADIYAH GAMPING
Abstract
Background: Hospitals can survive in the health industry, one of which has a
strong and distinguishing brand image. There is a willingness to trust the
brand with all the risks and expectations that provide positive results for
consumers, to form and maintain trust that has an impact on gaining loyalty
in the market today.
Methods: This study is an observational quantitative study in cross-sectional
analytic studies. The number of samples was 150 inpatients.
Results and Discussion: The results of SEM analysis, brand image has a
positive and significant effect on trust and loyalty with p = 0.000 <0.05 and p
= 0.033 <0.05, while trust does not affect loyalty (p value = 0.279> 0.05) in
hospitalized patients at PKU Muhammadiyah Gamping Hospital.
Conclusions and Suggestions: Trust cannot directly influence loyalty
without the hospital brand image that is considered positive by the patient.
Keywords: Brand Image, Trust, Loyalty