Faktor-faktor yang mempengaruhi loyalitas konsumen di Rumah Sakit Siloam Lippo Village

Nur, Chintya (2022) Faktor-faktor yang mempengaruhi loyalitas konsumen di Rumah Sakit Siloam Lippo Village. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh dan hubungan dari kualitas pelayanan, kemudian kepercayaan konsumen serta nilai konsumen terhadap loyalitas konsumen di Rumah Sakit Siloam Lippo Village. Dalam penelitian ini menggunakan sampel sebanyak 101 orang dengan kriteria yang sudah pernah berkunjung ke Rumah Sakit Siloam Lippo Village. Pengumpulan data dilakukan menggunakan kuesioner online google form yang yang disebarkan via sosial media dengan metode simple random sampling. Program SmartPLS 3.3 digunakan untuk analisis data dengan pendekatan partial least square-structural equation modelling. Kesimpulan dari penelitian ini adalah semua lima variabel yang diteliti yaitu kualitas layanan yang terdiri dari kualitas interaksi, kualitas lingkungan, kualitas hasil, dan nilai konsumen mempunyai hubungan yang positif dan signifikan pada loyalitas konsumen. Penelitian ini dapat memberikan implikasi dan masukan kepada manajerial rumah sakit dalam pengembangan dalam peningkatan loyalitas konsumen yang melakukan kunjungan untuk mendapatkan pelayanan kesehatan di rumah sakit. / The aim of this study is to determine the influence and relationship of service quality, then consumer trust and consumer value on consumer loyalty at Siloam Hospitals Lippo Village. In this study, a sample of 101 people that have meet the criteria of ever been to Siloam Hospitals Lippo Village before. Data was collected using an online google form questionnaire which was distributed via social media using a simple random sampling method. The SmartPLS 3.3 program was used for data analysis with a partial least square-structural equation modeling approach (PLS-SEM). The conclusion of this study is that all five variables studied, namely service quality which consists of interaction quality, physical environment quality and outcome quality, and consumer value have a positive and significant relationship on consumer loyalty. This study can provide implications and input to hospital managers in developing the loyalty of consumers who visit to get health services at the hospital.

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