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Journal : Media Ilmu Kesehatan

The Hubungan word of mouth, kualitas pelayanan, kepuasan dan loyalitas pelanggan klinik rawat jalan bedah onkologi di Rumah Sakit Khusus Bedah X Thomas Darwin; Ratni Prima Lita; Rima Semiarty
MEDIA ILMU KESEHATAN Vol 11 No 3 (2022): Media Ilmu Kesehatan
Publisher : Universitas Jenderal Achmad Yani Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30989/mik.v11i3.808

Abstract

Background: Customer loyalty is absolutely necessary because without customer loyalty the hospital cannot develop, it can even experience a decline in business that threatens the existence of the hospital. But to achieve customer loyalty many influencing factors such as service quality, word of mouth and customer satisfaction.Objective: Therefore it is necessary to know which factors significantly affect customer loyalty, so that the hospital can develop effective and efficient program and strategies.Methods: This study is an explanatory research by examining relationship of the variables. Respondents in this study were 195 people that were customer of the Surgical Oncology Outpatient Clinic of X Surgical Specialty Hospital. Data processing using the SEM PLS Method with Smart PLS application.Results: The results show that service quality have a positive and significant direct effect to customer satisfaction and loyalty. Word of mouth also shows positive and significant direct effect to customer satisfaction and loyalty. But this study failed to prove a significant direct effect of customer satisfaction to customer loyalty.Conclusion: We can significantly increase customer satisfaction and customer loyalty by increasing service quality and improve word of mouth activity. However customer satisfaction is not a significant factor for customer loyalty
Co-Authors - Afrizal Abdiana Abdiana Abdiana Acim Heri Iswanto Adang Bachtiar Afdal Afdal, Afdal Al Hafiz Aladin, Nurul Maulina Alifah, Wasilah Amizuar, Yulia Fauziah Anak Agung Gede Sugianthara Angel Laura Anggelina Effendi Anggraini, Dessy Anggrainy, Fenty ANNISA WAHYUNI Aqsha Mutia Qalbi Aqsha Mutia Qalbi Arfiani Rusjdi, Dina Aria Fransiska Ariani, Novita Ashal, Taufik Asterina, Asterina Astiena, Adila Kasni Athiyyah, Salsa Naudzul Ayu Ratna Sari Basyir, Vaulinne Basyir, Vaulline Br Ginting Munthe, Novita Daan Khambri Delmi Sulastri Denas Symond Dian Insana Fitri Dian Pertiwi Diva Indah Pratiwi Em Yunir, Em Erlina Burhan Erly Erly Eva Chundrayetti Fadila, Zurayya Fadilla Azmi Fadrian, Fadrian Fahmy, Rahmi Farhan, Ulfa Fadhila Fathiyyatul Khaira Febrian Febrian Febriyanti febriyanti febriyanti Febriyanti Nursa Finny Fitry Yani Firdawati Firdawati, Firdawati Fitri, Shafni Fortuna, Fory Gayatri Gayatri Hamzah, Prima Kurniati Hardisman Harmen, Elsa Luvia Hartati Hartati Helery, Muhammad Arsyan Hidayati Hidayati Hindrya Firsta Ananda Husna Yetti Ida Rahmah Burhan Ifmaily, Ifmaily Ilmiawati Ilmiawati, Ilmiawati Indrapriyatna, Ahmad Syafruddin Irma Oktavina Zulmi Isniati Jaka Kurniawan Jasman, Putri Elica Jendrius Jendrius Karmia, Hudila Rifa Karynina Danti Putri Kemalayanti, Nursep Kiran Nandini Kurnia, Nurul Syifa Laila Isrona Laila Nur Azizah Laiza Faaghna Lestarii, Rahmi Liesmayani, Elvi Era Linosefa Linosefa Mahyuni, Eni Marpaung, Yahya Masnadi, Nice Rachmawati Masrul Masrul Masrul Maya Amanda Menkher Manjas Mona, Deli Mudjiran Mudjiran Muhammad Helmi, Iqbal Muhammad Hidayat Muhammad Idrus Muhammad Marzain Munthe, Novita Br Ginting Murni, Melia Rahmadewi Muthia Larasati Muthia, Gabila Heira Najirman Najirman, Najirman Nandini, Kiran Narulita, Jaesica Salsabila Dwi Nelwati, Nelwati Nilda Tri Putri Novfattra Novfattra Novia Putri Nugroho, Faisal Nur Afrainin Syah Nurdin, Aguswan Nusyirwan Effendi Nuzulia Irawati Oktavenra, Ari Pharmaheru, Rahmat Putra Prima Astuti Handayani Priscilla, Hilary Prof. Syed Mohamed Aljunid Prof. Syed Mohammed Aljunid Putra, Ikhsan Yusda Prima R Nona Millani rafika aini Rafika Oktova Rahmad Gurusinga Rahmaddian, Tosi Rahmaddiansyah, Refa Rahmadhani Rahmadhani Rahmi Yanti Ahdinur Ramayanti Ramayanti Ratni Prima Lita Rauza Sukma Rita Rika Ampuh Hadiguna Rinang Mariko, Rinang Rini Gusya Liza, Rini Gusya Rizanda Machmud Rizki Nur Amalia Rose Dinda Martini Rosfita Rasyid Roslaili Rasyid Rumaisha, Rumaisha Salsabilla Dhiyaa Syifa Septia Endike Shafni Fitri Silvia, Nelmi Siregar, Umi Fadilah Sry Rachmawaty Suci Chairiya Akmal Syafitri Ayu Asyifa Syafrawati Syamel Muhammad Syukri Lukman Tabranny, Hasbullah Taufik Akbar Teguh Imana Nugraha Thomas Darwin Try Wulan Sari Tuti Gusra Ulya Uti Fasrini Vaulinne Basyir Vaulline Basyir Verinita, Verinita Vita Febrina Vitresia, Havriza Wahyuni, Annisa Wanra, Fadhlan Agusma WD, Marryo Borry Wildan Chaniago Wildan Chaniago Winerli Septevani Wirsma Arif Harahap Wulan Dewi Rizky Yanti, Mendhel Yaslinda Yaunin Yonnedi, Effa Yulia Kurniawati Yulia, Dwi Yulistini, Yulistini Yulitasari Yulitasari, Yulitasari Yulyfa Kurnia Yulyfa Kurnia Yuniar Lestari Yurniwati Yurniwati Yustini Alioes Zia, Hanim Khalida Zulen, Ilham Andhika