The Effect of Service Quality and the Mediating Role of Customer Satisfaction for Improving Service Loyalty in Hospital (Case Study on Annisa Hospital in Bogor Regency)

Many of the industrial sectors have been affected by covid-19 pandemic, such as health industry. Hospital is one facilities that needed public. West Java an area has highly this pandemic. To compete with others, Annisa must be ready to maintain their good services patient and always controlling performance day day. Also, provide great service quality will lead customer satisfaction loyalty. The research using 3 variables loyalty(X), satisfaction(Z) mediator, loyalty(Y). This proposed see (1) effect on satisfaction, (2) loyalty, (3) quantitative method collect data, determined 200 respondents a sample. data analyzed path analysis calculated IBM SPSS Statistics. result found there indirect between loyalty through positive significant p-value (0.000 <0.050), coefficient obtained 0.248. significance value (0,200 > 0.05) which means normally distributed. Meanwhile obtain (p-value) smaller than α (<0.05). conclusion hospital created develop