Zahorka, Vera Alexandra and Adam, M. Riyadh Rizky (2017) Exploring The Relationship Of Perceived Service Quality, Brand Image, And Brand Trust, On Customer Satisfaction In The Healthcare Sector: Case Study Of Ciputra Medical Center. Bachelor thesis, Swiss German University.

Preview	Text Vera Zahorka 11303098 TOC.pdf Download (266kB) | Preview
	Text Vera Zahorka 11303098 1.pdf Restricted to Registered users only Download (508kB)
	Text Vera Zahorka 11303098 2.pdf Restricted to Registered users only Download (494kB)
	Text Vera Zahorka 11303098 3.pdf Restricted to Registered users only Download (1MB)
	Text Vera Zahorka 11303098 4.pdf Restricted to Registered users only Download (762kB)
	Text Vera Zahorka 11303098 5.pdf Restricted to Registered users only Download (302kB)
Preview	Text Vera Zahorka 11303098 Ref.pdf Download (288kB) | Preview

Abstract

Ciputra Business Group is better known in their contribution in the property development in Indonesia. In 2011 Ciputra Business Group developed its first healthcare project. Ciputra Medical Center (CMC) is one of the latest healthcare project by Ciputra Business Group, which was established in 2015. As one of the new player in the Indonesia’s healthcare service, CMC is currently facing some issues regarding their brand. Therefore, this study analyzes some factors gained through the qualitative in-depth interview as a pre-study, which are brand image, perceived service quality, brand image, which affects the customer satisfaction. This research is using SPSS version 23 and SEM through AMOS for the quantitative data analysis research of 100 respondents using non-probability judgment. All hypothesis are accepted, except brand image which has no significant relationship on brand trust. The result shows that perceived service quality has a significant relationship on brand trust and customer satisfaction, brand image has a significant relationship on customer satisfaction, brand trust has a significant relationship on customer satisfaction.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Perceived Service Quality; Brand Image; Brand Trust; Customer Satisfaction; Healthcare
Subjects:	H Social Sciences > HF Commerce > HF5415 Consumer Behavior
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	10 May 2020 12:36
Last Modified:	10 May 2020 12:36
URI:	http://repository.sgu.ac.id/id/eprint/197

Actions (login required)

View Item