Effect of Service Innovation on Consumer Satisfaction with Quality of Service and Perceived Value as Intervening Variables

Abstract

The purpose of this research is to find out the effect of service innovation on consumer satisfaction with service quality and perceived value as intervening variables. This research is quantitative. The study was conducted in the inpatient room of Regional General Hospital dr. R.Soedjono Selong. The population is all service users in the Emergency Department of Regional General Hospital dr. R.Soedjono Selong. A sample of 100 people was taken with the Non-Probability Sampling technique, with partial least square (PLS). The results showed that: (1) Service innovation has a significant effect on consumer satisfaction; (2) Service innovation has a significant effect on perceived value; (3) Service innovation has a significant effect on the quality of service; (4) Quality of service has a significant effect on perceived value; (5) Perceived value has a significant effect on consumer satisfaction; (6) Quality of service has a significant effect on consumer satisfaction; (7) Quality of service mediates the influence between service innovation and consumer satisfaction; and (8) Perceived value mediates the influence between service innovation and consumer satisfaction. This study recommends hospitality in this hospital.