Analisis Perbedaan Pengaruh Kepuasan terhadap Kepercayaan dan Loyalitas Pasien
DOI:
https://doi.org/10.35917/tb.v16i1.27Keywords:
satisfaction, trust, loyaltyAbstract
Abstract
This study aims to determine that the effect on patient satisfaction and patient trust in RSI and RKZ. Effect on patient satisfaction and loyalty in RKZ and RSI, and patients’ trust effect on patient loyalty in RSI and RKZ. The approach will be used for this research is a quantitative research approach. The population in this study were patients who take medication and inpatient treatment at the Islamic Hospital and in RKZ Vincent’s Hospital for more than 1 (one) week in the period June to August. The number of total sample of 100 patients, divided into two, namely 50 Islamic Hospital patients and 50 patients in RKZ Vincent Hospital. The way sampling is purposive sampling. The analysis technique used in this research is path analysis.These results indicate that the effect on patient satisfaction and patient trust in RSI and RKZ. Effect on patient satisfaction and loyalty in RKZ and RSI, and patients’ trust effect on patient loyalty in RSI and RKZ. Suggestions for the management of Islamic Hospital, should have to pay attention to the complaints of patients and the need to respond quickly to patient complaints regarding jenguk limited hours and take turns. For further research, research must be done by inserting a variable level of knowledge of religion and gender as a moderator variable.
Â
Downloads
References
Aaker, David A. 1991. Managing Brand Equity: Capitalizing on The Value of A Brand Name. Simon and Schuster (Asia) Pte. Ltd. Terjemahan. Aris Ananda. 1997. Cetakan Pertama. Jakarta. Penerbit Mitra Utama.
Abratt, Russel and Joy Russel. 1999. Relationship Marketing in Private Banking in South Africa. International Journal of Bank Marketing. Vol. 17. No. 1. pp. 5-19.
Beatty, S.E. 1996. Customer Sales Associate Retail Relationships. Journal of Retailing. Vol. 72. No. 3. pp. 223-247.
Bloemer, Josee and Gaby Odekerken-Schroder. 2002. Store Satisfaction and Store Loyalty Explained by Customer – and Store – Related Factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. 15. ABI/INFORM Research. pp 68.
Chaplin, Ed and John Terninko. 2000. Customer-Driven Healthcare: QFD for Process Improvement and Cost Reduction. ASQ Quality Press. Milwaukee, Wisconsin.
Depag RI, Al Qur’an dan Terjemahannya Al-Jumanatul ‘Ali, 2004, J-ART, Bandung.
Emnew, C. T., and Morris R. Binks. 1996. The Impact of Service Quality and Service Characteristics on Customer Retention: Small Business and Their Banks in UKâ€. British Journal of Management. 17. September. pp. 219-230.
Firdaus, Muhammad, Muhammad Aziz Hakim, Sofiniyah Ghifron, dan Mukhtar Alshodiq. 2005. Dasar dan Strategi Pemasaran Syariah. Penerbit Renaisans. Jakarta.
Garbarino, Ellen and Mark S. Johnson. 1999. The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing. Vol. 63. pp. 70-87.
Gronroos, Christian. 1997. Keynote paper: From Marketing Mix to Relationship Marketing – Towards a Paradigm Shift in Marketing. Management Decisions. Vol. 35. No. 4.
__________. 1994. From Marketing Mix to Relationship Marketing – Towards a Paradigm Shift in Marketing. Management Decisions. Vol. 32. No. 2. pp. 4-20.
Gummesson, Evert. 2000. Total Relationship Marketing. Second Edition. Butterworth- Heinemann. Elsevier Science. Woburn MA.
Gym AA dan Ippho Santoso. 2006. Qalbu Marketing: 7 Kunci Menuju Kemenangan. Kelompok Mizan. Jakarta.
Hennig-Thurau, Thorsten and Alexander Klee. 1997. The Impact of Customer Satisfaction and Relationship Quality on Customer Retention. Psychology and Marketing. December.
Hoffman, Nicole Ponder. 2002. The Theory of Customer Intimacy: Towards An Understanding of Relationship Marketing In A Professional Sevice Setting. UMI Microform 3027353. Bell and Howell Information and Learning Company.
Kartajaya, Hermawan dan Muhammad Syakir Sula. 2006. Syariah Marketing. Penerbit Mizan dan MarkPlus&Co. Jakarta. Cetakan Ketiga.
Keegan, Warren J. Sandra E. Moriarty, and Thomas R. Duncan. 1995. Marketing. Second Edition. Englewood Cliffs, New Jersey. Prentice Hall, Inc.
Lovelock, Christopher. 1992. Managing Services: Marketing, Operations, and Human Resources. Seventh Edition. New Jersey. Prentice Hall.
Malhotra, Naresh K. 1999. Marketing Research: An Applied Research. Third Edition. International Edition. New Jersey. Prentice Hall International, Inc.
Moorman, C., Rohit Deshpande, and Gerald Zaltman. 1993. Factors Affecting Trust in Market Research Relationships. Journal of Marketing. January. pp. 81-101.
Morgan, Robert M. and Shelby D. Hunt. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing. Vol. 58. pp. 20-38.
Oliver, Richard L. 1997. Satisfaction: A Behavioral Perspective on The Consumer. International Edition. Singapore. The McGraw-Hill Companies, Inc.
Peppers, Don and Martha Rogers. 2004. Managing Customer Relationships: A Strategic Framework. John Wiley and Sons, Inc.
Reicheld, Frederick F. 1993. Loyalty Rules!: How Today’s Leaders Build Lasting Relationships. Harvard Business School Press. Bain and Company, Inc. United States of America.14 15
Rutledge, Robert and Patricia Nascimento. Satisfaction with HMO’s. Journal of Health Care Marketing. Vol. 16. No. 1. pp. 22-27. 1996.
Schiffman, Leon G. and Leslie Lazar Kanuk. 2004. Consumer Behavior. New Jersey. Prentice Hall International, Inc.
Shemwell, Donald J., Ugur Yavas, and Zeyneb Bilgin. 1998. Customer-Service Provider Relationships: An Empirical Test of A Model of Service Quality, Satisfaction, and Relationship-Orientef Outcomes. International Journal of Service Industry Management. Vol. 9. No. 2. pp. 155-168.
Sheth, Jagdish N. and Atul Parvatiyar. 1995. Relationship Marketing in Consumer Markets: Antecedents and Consequencies. Journal of The Academy of Marketing Science. Vol. 23. No. 4. pp. 255-271.
Silverhart, Todd A. 2004. A Question of Trust. LIMRA’s Marketfacts Quarterly. Winter. Vol. 23. No. 1.
Solimun. 2002. Structural Equation Modelling Lisrel dan Amos. Fakultas MIPA Universitas Brawijaya. Malang.
Ullrich, D. 1994. Tie The Corporate Knot: Gaining Complete Customer Commitment. Sloan Management Review. Vol. 30. Summer. pp. 19-27.
Webster Jr., Frederick E. 1994. Market Driven Management: Using The Marketing Concept to Create A Customer Oriented Company. New York. John Wiley and Sons, Inc.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
