THE INFLUENCE OF INNOVATION, CUSTOMER VALUE AND CUSTOMER EMPOWERMENT ON CUSTOMER SATISFACTION
Russian Journal of Agricultural and Socio-Economic Sciences
To continuously satisfy the ever-changing needs and desires of consumers is a challenge frequently faced by companies. In order to survive in the competition, companies must improve and develop strategies that can increase customer satisfaction. The purpose of this study is to analyze the influence of innovation, customer value and customer empowerment on customer satisfaction. The population in this study is the outpatients of the Regional General Hospital of Tabanan, with a total sample of
... total sample of 105 patients. The data were collected using questionnaires. The analysis technique used is the Structural Equation Model (SEM) with the SmartPLS 3.0 as the analysis tool. The analysis results showed that customer value, customer empowerment and innovation have a positive and significant influence on customer satisfaction. The results of this study are expected to provide insights for the management of hospitals to create effective strategies to improve patient satisfaction.