Veronica, Deviyana Florencia (2024) Mengeksplorasi dampak pengalaman pasien terhadap keinginan datang kembali yang dimediasi oleh kepuasan dan dimoderasi oleh pengaruh keterlibatan media sosial. Masters thesis, Universitas Pelita Harapan.
![Title [thumbnail of Title]](http://repository.uph.edu/style/images/fileicons/text.png)
Cover Page Thesis_DFV_DEVIYANA FLORENCIA V.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (19kB)
![Abstract [thumbnail of Abstract]](http://repository.uph.edu/style/images/fileicons/text.png)
Abstract Page Thesis_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (268kB)
![ToC [thumbnail of ToC]](http://repository.uph.edu/style/images/fileicons/text.png)
ToC Page Thesis_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (792kB)
![Chapter 1 [thumbnail of Chapter 1]](http://repository.uph.edu/style/images/fileicons/text.png)
Chapter 1_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (1MB)
![Chapter 2 [thumbnail of Chapter 2]](http://repository.uph.edu/style/images/fileicons/text.png)
Chapter 2 Thesis_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (2MB)
![Chapter 3 [thumbnail of Chapter 3]](http://repository.uph.edu/style/images/fileicons/text.png)
Revision Chapter 3_DFV_11 Feb 2025_watermark.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (2MB)
![Chapter 4 [thumbnail of Chapter 4]](http://repository.uph.edu/style/images/fileicons/text.png)
Revision Chapter 4_DFV_11 Feb 2025_watermark.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (6MB)
![Chapter 5 [thumbnail of Chapter 5]](http://repository.uph.edu/style/images/fileicons/text.png)
RevisionChapter 5_DFV_11 Feb 2025_watermark.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (802kB)
![Bibliography [thumbnail of Bibliography]](http://repository.uph.edu/style/images/fileicons/text.png)
Bibliography Thesis_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (2MB)
![Appendices [thumbnail of Appendices]](http://repository.uph.edu/style/images/fileicons/text.png)
Appendices Thesis_DFV_watermark_DEVIYANA FLORENCIA V.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (3MB)
Abstract
The massive growth of medical aesthetic business opens new opportunity in medical sector for Indonesia market, driven by increasing awareness with minimally invasive treatments and the influence of social media in shaping new standards among women and men. This intense competition compeled a new creative and innovative ideas, in the same time ensuring the existing customer satisfied with their whole experience in the medical aesthetic clinics. This study aims to analyze the impact of patient experience in the medical aesthetic clinics on revisit intention moderating by social media mediated by satisfaction, ensuring which marketing strategies to be chosen and to be improved. A quantitative approach was applied using an online survey with a Likert scale questionnaire. Data were collected from patients who had received services at medical aesthetic clinics. The analysis was conducted using the PLS-SEM method. The findings indicate that the the patient experience directly affects revisit intention but does not significantly impact satisfaction and the satisfaction does not have a direct effect on revisit intention. Social media was found to enhance the relationship between patient experience and revisit intention. Positive patient experiences, particularly in relational aspects, drive revisit intentions. Social media plays a vital role in strengthening this relationship. / Pertumbuhan usaha estetik medis yang pesat membuka peluang baru dibidang kesehatan di pasar usaha Indonesia, yang didorong oleh peningkatan kesadaran akan pengobatan dengan tindakan invasif yang minimal dan pengaruh media sosial yang membentuk standar baru untuk wanita maupun pria. Persaingan ketat ini memaksa ide baru yang kreatif dan inovatif, dan disaat bersamaan memastikan pelanggan lama puas dengan pengalaman mereka di klinik estetik medis tersebut.
Tujuan penelitian ini adalah untuk menganalisa dampak pengalaman pasien di klinik estetik medis terhadap niat kunjungan ulang yang dimoderasi oleh media sosial dan dimediasi oleh kepuasan, untuk memastikan pemilihan strategi pemasaran yang tepat dan strategi pemasaran mana yang harus ditingkatkan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei secara online menggunakan skala Likert. Data dikumpulkan dengan melibatkan pasien yang telah menerima pelayanan di klinik estetika medis. Analisis data dilakukan dengan metode PLS-SEM. Hasil menunjukkan bahwa pengalaman pasien memengaruhi secara langsung niat kunjungan ulang, tetapi tidak berpengaruh secara langsung terhadap kepuasan dan kepuasan juga tidak berpengaruh langsung pada niat kunjungan ulang. Media sosial terbukti memperkuat hubungan antara pengalaman pasien dan niat kunjungan ulang. Pengalaman pasien yang positif, terutama aspek relasional, mendorong niat kunjungan ulang. Media sosial memegang peranan penting dalam menguatkan hubungan antara pengalaman pasien dan niat kunjungan ulang.
Item Type: | Thesis (Masters) |
---|---|
Creators: | Creators NIM Email ORCID Veronica, Deviyana Florencia NIM01615230042 UNSPECIFIED UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Samuel, Sylvia NIDN301078103 UNSPECIFIED |
Uncontrolled Keywords: | estetik medis ; pengalaman pasien ; kunjungan ulang ; media sosial |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration |
Depositing User: | Phillips Iman Heri Wahyudi |
Date Deposited: | 27 Feb 2025 02:39 |
Last Modified: | 27 Feb 2025 02:39 |
URI: | http://repository.uph.edu/id/eprint/67378 |