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All Journal JURNAL MANAJEMEN MUTU PENDIDIKAN (JMMP) Jurnal Ilmiah Ecobuss QUANTA Jurnal Ilmu Manajemen Advantage Journal of Information Technology (JINTECH) ABDIMU Jurnal Pengabdian Kepada Masyarakat Karimah Tauhid
Hakim, Ikhwanul
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

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Journal : Jurnal Ilmu Manajemen Advantage

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Building customer loyalty at Balung Regional Hospital with a Service Encounter and Satisfaction Strategy Robustin, Tri Palupi; Putri, Nur Latifa Isnaini; Hakim, Ikhwanul
Jurnal Ilmu Manajemen Advantage Vol. 8 No. 2 (2024): Desember 2024
Publisher : Institut Teknologi dan Bisnis Widya Gama Lumajang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30741/adv.v8i2.1432

Abstract

A service encounter, sometimes referred to as a service meeting, is an essential part of the process by which service providers deliver services to their clients effectively and efficiently. This process plays a key role in shaping how customers perceive a company and fostering their long-term loyalty through positive interactions. This study seeks to explore how service encounters, customer satisfaction, and their combination influence customer loyalty at Balung Regional Hospital. The research conducted at Balung Regional Hospital involves quantitative analysis focusing on all service users comprehensively. The sampling technique employed is non-probabilistic, specifically purposive sampling, involving a sample size of 60 respondents carefully selected. This research uses multiple linear regression analysis to evaluate the data accurately. The results of the study show that: (1) Service encounter significantly affects customer loyalty in Balung Regional Hospital; (2) Satisfaction positively affects customer loyalty of Balung Regional Hospital; (3) Service encounter and satisfaction have a simultaneous effect on customer loyalty of Balung Regional Hospital, highlighting their interdependence.
Co-Authors Adiansyah Adiansyah, Adiansyah Amelia, Mila Ananda, Nabil Bagus Adnan DIRGANTORO, AJAR Euis Salbiah Fatia, Rifna Hasanatul Fa’iqoh, Anis Fitriyani, Nina Ima Dwitawati, Ima Jannah, Zahrina Natasha Raudatul Judiarni, Justina Ade Junaidi Junaidi Lestari, Cindy Rahayu Maulidiyah, Nailin Nikmatul Muhammad Syarif Hidayatullah Elmas Muhammad Wasil Putri, Nur Latifa Isnaini R. Oetje Subagdja Ramadhan, Muamma Ridha, Kautsar Sururi, Syahlan Tri Palupi Robustin, Tri Palupi Tumini Tumini, Tumini Wahyudi, Asby