Pengaruh perceived value, customer satisfaction dan trust terhadap customer loyalty di Klinik DM Jakarta Timur = Effect of perceived value, customer satisfaction and trust on customer loyalty at DM Clinic in East Jakarta

Vaniara, Florencia Vanya (2022) Pengaruh perceived value, customer satisfaction dan trust terhadap customer loyalty di Klinik DM Jakarta Timur = Effect of perceived value, customer satisfaction and trust on customer loyalty at DM Clinic in East Jakarta. Masters thesis, Universitas Pelita Harapan.

Preview	Text (Title) CT_01616200019_FLORENCIA VANYA VANIARA.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (35kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (162kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (167kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (288kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (335kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (329kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (444kB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (215kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (239kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (840kB)

Abstract

Banyaknya klinik di kota besar menimbulkan persaingan ketat sehingga untuk mempertahankan pangsa pasar, klinik dituntut untuk memperhatikan keinginan, kebutuhan, kepercayaan pelanggan dan mempertahankan loyalitas pelanggan. Tujuan penelitian ini adalah menganalisis pengaruh perceived value, customer satisfaction, dan trust terhadap customer loyalty; pengaruh perceived value terhadap customer satisfaction; dan pengaruh customer satisfaction terhadapntrust pada Klinik Pratama DM Jakarta Timur. Penelitian ini melibatkan 150 pasien rawat jalan yang pernah menerima pelayanan kesehatan di Klinik DM. Kuesioner disebarkan menggunakan aplikasi google form untuk mengumpulkan data berdasarkan convenience sampling, kuesioner menggunakan skala Likert nilai 1 – 5. Seluruh analisa deskriptif dengan SPSS dan analisis data dengan metode PLSSEM. Hasil penelitian menyatakan bahwa terdapat pengaruh positif perceived value terhadap customer loyalty (p = 0,065), perceived value terhadap customer satisfaction (p = 0,05), customer satisfaction terhadap customer loyalty (p = 0,021), customer satisfaction terhadap trust (p = 0,39), trust terhadap customer loyalty (p = 0,119). Penelitian ini dapat digunakan sebagai masukan bagi pengurus klinik untuk memberi pelayanan yang lebih baik kepada pelanggan untuk meningkatkan loyalitas pelanggan kepada Klinik DM. Penelitian ini juga memiliki rekomendasi untuk penelitian selanjutnya. / The increasing number of clinics in big cities creates intense competition. In order to maintain market share, clinics are required to pay attention to customer’s perceived value, customer satisfaction, trust and customer loyalty maintenance. The purpose of this study was to analyze the effect of perceived value, customer satisfaction, and trust on customer loyalty; the effect of perceived value on customer satisfaction; and the effect of customer satisfaction on trust at DM Clinic, East Jakarta. This study involved 150 outpatients who had received health services at DM Clinic. Questionnaires were distributed using Google Form application to collect data based on convenience sampling, the questionnaire used a Likert scale with a value of 1 – 5. All descriptive analysis used SPSS and data analysis used PLS-SEM method. The results of this study stated that there was a positive effect of perceived value on customer loyalty (p = 0.065), perceived value on customer satisfaction (p = 0.05), customer satisfaction on customer loyalty (p = 0.021), customer satisfaction on trust (p = 0 ,39), trust towards customer loyalty (p = 0.119). This research can be used as input for clinic administrators to provide better service to customers to increase customer loyalty to DM Clinic. This research also has recommendations for further research.

Actions (login required)

View Item