Abstract:
This research was conducted at Manado XX Hospital, North Sulawesi to
determine the effect of marketing which includes price, trust, and facilities, on
customer loyalty through customer satisfaction. This study uses a quantitative
variable method. This Hospital was established primarily for the purpose of
treating critical illnesses. XX Hospital is present to lead and reach out, as well as
to serve all of society and to provide crucial health service access to international
quality experts, etc. Achieving and providing customer satisfaction is very
important if the Hospital wants to increase customer loyalty. Both quantitative
and survey methodologies were used to collect data. Questionnaires were
distributed via Whats app and Instagram to customers who had visited Manado
XX Hospital, North Sulawesi. This study involved 307 respondents by using non- probability Convenience Sampling technique. SmartPLS is used for data
evaluation and hypothesis testing. This study found that Trust, Price, and
Facilities influence Customer Loyalty mediating by Customer Satisfaction. It also
found that Trust, Price, and Facilities can directly influence Customer Satisfaction, as well as Customer Satisfaction influences Customer Loyalty at Manado XX
Hospital, North Sulawesi.
