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All Journal JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Albertus Dimas Aji Putra
Universitas Adhirajasa Reswara Sanjaya
Economics, Econometrics & Finance

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ANALISIS KONSEP CUSTOMER VALUE DALAM STRATEGI PEMASARAN Albertus Dimas Aji Putra; Alain Vincent Beyah; Andi Yunita Himawan; Ashfi Millati; Amin Zainulmala; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 1 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i1.244

Abstract

In an increasingly competitive business environment, creating and delivering superior customer value has become a critical foundation for achieving sustainable competitive advantage. This systematic literature review aims to synthesize conceptual and empirical developments regarding the relationship between customer value and marketing strategy. Based on an analysis of selected literature, the findings reveal that customer value is a multidimensional construct encompassing subjective-perceptual (physical, emotional, intellectual, spiritual) and objective-economic (Customer Lifetime Value) aspects. The Customer Value Proposition (CVP) serves as the strategic core that bridges internal capabilities with market expectations. The effective implementation of marketing strategy—primarily through product and price mix—empirically proves to translate value promises into customer satisfaction, which subsequently drives financial performance and shareholder value. These findings underscore the importance of a value-centric marketing approach, supported by precise segmentation and data-driven personalization, for building long-term business resilience. Keywords: Customer Value, Marketing Strategy, Customer Lifetime Value (CLV), Value Proposition, Segmentation, Competitive Advantage.
RUMAH SAKIT SEBAGAI PRODUK JASA: INTEGRASI KARAKTERISTIK JASA, KUALITAS PELAYANAN, DAN PENCIPTAAN NILAI BAGI PASIEN Albertus Dimas Aji Putra; Andi Yunita Himawan; Muhammad Rifqi Al-Azim; Saleh Muhammad Drehem; Widya Ayu Shantika; A. Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.332

Abstract

Hospitals are healthcare service organizations that generate value primarily through service processes, professional interactions, patient experiences, and health outcomes. This article aims to analyze hospitals as service products by integrating concepts such as service characteristics, service quality, patient experience and satisfaction, perceived value, and co-creation of value. The study employs a narrative literature review of scientific publications from the 2021–2026 period relevant to the topic. The synthesis reveals that the inherent nature of services—characterized by intangibility, inseparability of production and consumption, variability, and perishability—influences capacity management, process standardization, healthcare professional interactions, and the physical evidence of service delivery. Hospital service quality is shaped by reliability, responsiveness, assurance, empathy, physical aspects, process quality, communication, the service environment, and patient engagement. The literature also highlights the links between service quality and patient experience, perceived value, satisfaction, revisit intentions, and recommendations. It is concluded that hospitals must be managed as integrated service systems that sustainably align clinical quality, patient experience, human resource capabilities, digital services, and value co-creation.
Co-Authors A. Rohendi Acep Rohendi Alain Vincent Beyah Amin Zainulmala Andi Yunita Himawan Ashfi Millati Muhammad Rifqi Al-Azim Saleh Muhammad Drehem Widya Ayu Shantika