<p>The background of this study was to entrust the health services to hospitals on quality, consumers will<br />have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive<br />assessment of the brand can lead customers into believing the services provided so that the company<br />believes this attitude that led to patient satisfaction and intent to return again using the same<br />service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,<br />the quality between the patient and the patient and medical personnel. When quality reliable which<br />has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is<br />formed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital that<br />consumers can trust and become advocates in maintaining quality. The aim of this study was to<br />analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality<br />to create the Customer Satisfaction which would impact on Customer Loyalty. This study design using<br />hypothesis testing aims to examine the relationship between the variables studied. a sample of 150<br />patients were examined you ever come to hospitals Surabaya. The sample used was purposive<br />sampling. The model used is based on research criteria. Analysis of the data used in this study were<br />collected by using questionnaires, by providing a written statement to the respondent. In addition, the<br />respondents to respond to the statement given. Questionnaires were administered closed and where<br />the answer is already available, In this study before distributing questionnaires to test the validity and<br />reliability of research instrument to get a measuring instrument valid and reliable. Results of this study<br />concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant<br />impact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customer<br />loyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the<br />service pleasant, decent and positive so that the patient or the consumer will invite friends and family<br />to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell<br />others things -it is good about the hospital in Surabaya. If consumers hear bad news or negative about<br />the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure<br />to invite friends and family to the hospital in Surabaya for treatment.<br />Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction and<br />customer loyalty.</p>