Marketing Mix and Customer Loyalty in Hermina Galaxy Hospital

Abstract

The purpose of the study was to determine customer perceptions of the marketing mix and customer loyalty of the executive outpatient polyclinic at Hermina Galaxy Hospital. Descriptive research included 98 respondents who use health services. The results of the research on product, price, people, place, promotion, process and physical evidence as well as customer loyalty concluded that the highest percentage of the price element is 96.9%. This is the customer’s motive in choosing service products according to customer abilities where 84% of the respondents agreed. In all, 80% of the respondents were satisfied with the services provided by the hospital so that customers carry out reuse.

Keywords

• marketing mix
• hospital
• customer loyalty