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Journal : Fokus Ekonomi

DETERMINASI PELANGGAN BERKUNJUNG KEMBALI PADA POLIKLINIK EKSEKUTIF NUSA INDAH RSUD TUGUREJO SEMARANG Aditya Nugraha; Naili Farida; Septo Pawelas Arso
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 17, No 1: Juni 2022
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.17.1.81-100

Abstract

The hospital is a health service unit for the community, a complete health service that provides inpatient, outpatient and emergency services. The research objective was to determine and analyze the effect of brand image and service quality on customer loyalty through customer value and intention to return to the Nusa Indah Executive Polyclinic, Tugurejo Hospital, Semarang City. Methodology of  this research was a quantitative analytic observational study. The research subjects were patients who were treated at the outpatient installation of the Nusa Indah Executive Polyclinic, Tugurejo Hospital, Semarang City. The results showed First, the quality of service has an effect on customer value at the executive polyclinic of RSUD Tugurejo Semarang. Second, the results obtained that brand image has a positive effect on customer value at the Nusa Indah executive polyclinic, Tugurejo Hospital, Semarang. Third, the results showed that customer value had a positive effect on the interest in repeat visits at the Nusa Indah executive polyclinic, Tugurejo Hospital, Semarang. Fourth, the results showed that customer value had a positive effect on customer loyalty at the Nusa Indah Executive Polyclinic, Tugurejo Hospital, Semarang. Fifth, the results of the intention to revisit have a positive effect on loyalty. In sum, service quality and brand image assessed by customers (patients) are very good so that they have an interest in revisiting for treatment if they are sick, this is a form of patient loyalty to the Nusa Indah executive polyclinic, Tugurejo Hospital Semarang.keywords:  service quality, customer value, brand image, repeat interest, customer loyaltyRumah Sakit merupakan unit pelayanan kesehatan bagi masyarakat, pelayanan kesehatan secara paripurna yang menyediakan pelayanan rawat inap, rawat jalan dan gawat darurat.   Tujuan penelitian adalah untuk mengetahui dan menganalisis pengaruh citra merek dan kualitas layanan terhadap loyalitas pelanggan melalui nilai pelanggan dan niat berkunjung kembali di Poliklinik Eksekutif Nusa Indah RSUD Tugurejo Kota Semarang. Metode penelitian ini merupakan penelitian observasional analitik kuantitatif. Subyek penelitian adalah pasien yang berobat di instalasi rawat jalan Poliklinik Eksekutif Nusa Indah RSUD Tugurejo Kota Semarang. Hasil yang didapatkan, pertama didapatkan kualitas layanan berpengaruh terhadap nilai pelanggan di poliklinik eksekutif RSUD Tugurejo Semarang.  Kedua didapatkan hasil citra merek berpengaruh positif terhadap nilai pelanggan di poliklinik eksekutif Nusa Indah RSUD Tugurejo Semarang. Ketiga didapatkan hasil nilai pelanggan berpengaruh positif terhadap minat kunjungan ulang di poliklinik eksekutif  Nusa Indah RSUD Tugurejo Semarang. Keempat didapatkan hasil nilai pelanggan berpengaruh positif terhadap loyalitas pelanggan di poliklinik eksekutif nusa indah RSUD Tugurejo Semarang. Kelima didapatkan hasil niat berkunjung kembali berpengaruh positif terhadap loyalitas. Kualitas layanan dan citra merek dinilai pelanggan (pasien) sangat baik sehingga mereka mempunyai minat kunjungan ulang untuk berobat jika sakit, hal ini sebagai wujud loyalitas pasien ke poliklinik eksekutif Nusa Indah RSUD Tugurejo Semarang.Katakunci: kualitas layanan, nilai pelanggan, citra merek, minat kunjungan ulang, loyalitas pelanggan
Co-Authors Ade Kurniasari Ade Yuny Afriyanty Adhinda Nur Prativi, Adhinda Nur Aditya Kusumawati, Aditya Aditya Nugraha Agitiya, Jeremia Yohana Agung Budi Prasetijo Agung Budi Prasetijo, Agung Budi Ahmad Saroni Aini Nur Santi Aini Soeyono Ainur Rahma Alifa Nasyahta Rosiana Amad Mochamad Amalia Alifah Amirul Mukminin ANGELINE DEWI SUHENDRO Anggia Nuaristia Dewi Anneke Suparwati Antono Suryo Putro Antono Suryoputro Antono Suryoputro Apoina Kartini Apriliana Susilowati, Apriliana Arie Sulistiyoningrum Arie Sulistiyoningrum Arina Noor Eka Rachmawati Aris Puji Widodo Ariyani, Ima Asri Rossnita Dewi Astuti, Sri Widi Ayu Dyah Pramesti Ayun Sriatmi Bella Sarwestri Lestari, Bella Sarwestri Bernadette Teni Febriana Budiyono Budiyono Budiyono, Shabrina Putri Caesar al Ahmed Daminggo Cahya Tri Purnami Chandrika Fahira Quamila Chotijah Karimah Christanto, Yonathan Ardhana Christanto Christiana Nindya Timur Cika Hanjani Pratiwi Cintaniagitas, Najla Fadia Daru Lestyanto Dea Devita Dea Devita Dewi Susilowati Diah Eka Novitasari Dian Febrina Hutauruk Dian Widyaningrum Diantika, Aulia Haerda Dwiantoro, Luky Dyah Ayu Prabandani, Dyah Ayu Edlin Shufi Adam Eka Yunila Fatmasari Eka Yunila Fatmasari Eka Yunila Fatmasari, Eka Yunila Eko Hidayanto Eko Prihati Elyarna Shania Wahyudi Endang Fatmawati Eri Virdasari Etik Nindiya Setiya Ningrum Fachrudin, Nur Millati Hanifah Fandhira, Novalia Larissa Farid Agushybana Farid Farid Agushybana Fauzia, Rista Afriani Feny Widiyastuty Feny Widiyastuty Fidyanti Shabrina Junjungsari Fila Mulia Citra Permata Abadi Firman Firman Firsa Olivia Susan Gabrina Selvi Yanuarista Gani, Martinus Satya Hanifah Iskhia Dilla Hanun, Hafida Zahara Hanwaring Puri, Citra Hapsari, Ika Sulistyaningrum Hartini Hartini Harwanto, Tri Hefi Dahlia Hela Ayu Ramadhan Husna, Eriana Mayasari Ika Sulistyaningrum Hapsari Indah Mutiara Puspita Sari Indana Aziza Putri Indrawati, Chaterina Ria Wahyu Indriani, Cynthia Rizky Irmawati, Refiola Irvine Nahla Anggraini Ismal Wahyu Isna Nurul Khomariah Iwan Yunianto J. Sugiarto Jafar Arifin, Jafar Jhovia Aloedya Pramana Jhovia Aloedya Pramana Joyo Minardo Karnoto . Kartika Yufi Aruming Melati Kawidian Putri Bayu Alam Khansa Maghfira Djatnika Kholidah, Miskiyatul Kholifatun Islami Khosyi, Vania Intana Lestari, Ayu Fina Lestari, Marselli Widya Lilis Setiyaningrum Lina Hanifah Linda Ayu Mustikasari Listia Ayuni Nur Afifah Luky Dwiantoro Lutfy Laksita Pranandari M. Abdurrahman Shidiq Made Weni Juliani Wismantari Madya Sulisno Madya Sulisno Maghfiroh, Ummi Lailatul Mahabara Yang Putra Martha Irene Kartasurya Mat Zudi Mateus Sakundarno Adi, Mateus Sakundarno Matius Sakundarno Adi Maudy Ritra Andini Maya Chrisdita Megawati Megawati Mei Tika Isdarini Meitrika Damayanti Melati, Ayu Sekar Mira Puspaningsih Mokhammad Aji Edo Susanto mufakhhir, Abdulaziez Muh, Fauzi Muhammad Farras Razin Perdana Muhammad Hasib Ardani Muhammad Hasib Ardani Murni Murni Mustikasari, Linda Ayu Nadia Dela Ayunda Nadzifah, Zalfa Naili Farida Nandini, S.KM., M.Kes, Nurhasmadiar Nisrina Aliftya Nissa Farzana Koesoemahardja Nopriwan Nopriwan Nugraha, Ega Nur Kurniawati Nurahmada, Dewi Nurdiyansyah, Andi Karisma Nurhasmadiar Nandini Nurhasmadiar Nandini Nurjazuli Nurjazuli Nurma Katrinnada Purwandari Nurul Balqis Shofiana Nurul Rizki Fitria Palawa Pangeran Hidayat Putra Paramita, Deskania Anggia Penggalih Mahardika Herlambang Prihati, Eko Prisma Armaya Priyadi Nugraha P Puri, Citra Hanwaring Putri Asmita Wigati Putri Asmita Wigati Putri, Farah Afanindya Jessedanta Putri, Maria Novencia Dwi Armita Rachel Karimah Raditya Noriski Rani Tiyas Budiyanti Rido Muid Riambodo Rika Rejeki Rina Yuliyanti Risa Rahayu Rista Afriani Fauzia Afriani Ristiyana, Lia Sarita Ritkha Aulia Fulansari Rizki Pamulat Sari Rohmah, Virda Inzatur Rosaningtyas, Wahyu Fajar Sabrilla Putri Gotama Salsabila Az Zahra Salsabilla Rushda Amrina Sari, Emy Novita Setyaningrum, Dian Setyarini, Reni Silavati, Yuni Adhita Sinta Indi Astuti Sintia Mashitoh Soffiyani, Nisa Solikin Solikin Solikin Solikin Sri Gama Apriani Sri Winarni Sri Winarni Sudiro Sudiro Sudiro Sudiro Sugeng Santoso Suryani Yuliyanti Susilaningrum, Rekawati Sutopo Patria Jati Suzanna Ratih Sari Syafira Risdanti Syafira Risdanti Syahidah, Putri Nadya Syahrul Hidayat Syifa Nur Fadhilah Syifa Sakinah Taufik Muhtarom Taufik Muhtarom Tio Dora Ultaria S. Tomi Konstantia Setiaji, Tomi Konstantia Tri Harwanto Tri Yuliastuti Untari Fajar Suryani Vienda Wirani Vinda Dwi Eriyanti WATI, DEWI KUSUMA Widyastuti, Rachma Dwi Wijaya Hermawan, Gandha Wildan Nur Aiman Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Yanti, Ni Luh Devi Yohana Yohana Yonasari, Estie yuliana setyarini Yuliani Setyaningsih Yuliani, Kasih Yulis Muktafi'ah Yulis Muktafiah Yuliyanti, Rina Yusfina Modesta Rua Zadrak Romeo Kermite Zahroh Shaluhiyah