Modeling partial least square of users loyalty on the public hospital in Malang of Indonesia

The hospital as one of the health service institutions must be able to improve the quality of services for the community in order to obtain the highest level of health. The purposes of this study are to model the effect of service quality, perceptions of costs and imagery to satisfaction and loyalty and to know the factor that most influenced to satisfaction and loyalty of the public hospital users in Malang by using Partial Least Square (PLS). The data are secondary data in the form of a questionnaire with a sample size of 100 respondents. The data analyses were performed with R software. The results showed that the latent variable perception of costs had the greatest effect on loyalty with an absolute contribution of 32.49%. The PLS model as a whole can explain the phenomena related to satisfaction and loyalty of users on the public hospital in Malang by 72.78