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Jatmiko Jatmiko
Jurusan Teknik Sipil FT. UNDIP Jl. Prof. Soedarto SH., Tembalang, Semarang 50275
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Journal : ASEAN Marketing Journal

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Engagement And Customer Satisfaction Behaviour Model Increasing Repurchase Intention In The Health Services Industry In Jakarta Jatmiko, Jatmiko; Sugiyanto, Sugiyanto; Putra, Adrie; Tamzil, Fachmi
ASEAN Marketing Journal Vol. 15, No. 1
Publisher : UI Scholars Hub

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Abstract

Manuscript Type: Research Article. Research Aims: Testing the influence of E-Service Quality, Customer Engagement and Perceived Quality on Repurchase Intention through Customer Satisfaction in the health services industry in Jakarta, in order to develop a marketing strategy based on customer satisfaction. Design/Methodology/Approach: Data was collected through an online survey from 150 outpatients who were at least 17 years old and had undergone inpatient treatment once a year in 2023, or underwent outpatient treatment once in the last 6 months. Data was analyzed via PET Analysis. Research Findings: E-service quality, customer involvement, and perceived quality positively influence repurchase intention by enhancing customer satisfaction, as indicated by research results. To boost repurchase interest in the health services sector, the hospital medical staff needs to provide customer satisfaction, leading to increased likelihood of repurchasing and recommending to others. Theoreticial Contribution/Originality: E-service quality, engagement, and customer satisfaction positively influence repurchase intentions. Therefore, practitioners and policy makers should prioritize enhancing these factors to boost corporate performance. Practitioner/Policy Implication: The health services industry in Jakarta must increase customer satisfaction through improving Electronic Service Quality (E-Service Quality), customer engagement and perceived quality. Furthermore, at the policy maker level, they must prioritize improving these factors to improve company performance. Research Limitation/Implications: Sample size, quantitative methods need to be developed to include other factors that determine purchase intention such as price and brand. Keywords: E-Service Quality, Customer Engagement, Perceived Quality, Customer Satisfaction, Repurchase Intention
Co-Authors Abddurahman, Abddurahman Abdullah Baharun Achmad Chumaidi, Achmad Adrie Putra Agung Wicaksono Agus Ulinuha Aidina Ristyawan, Aidina Akbar Al Masjid Anjarwati, Suci Antonius Totok Priyadi Aprilia Dwi Handayani, Aprilia Dwi Aprilia, Asih Dwi Arifah, Khusnul Ary Wibowo Awalia, Nisa Bambang Agus Sulistyono Bambang Hari Purwoto Bimantoro, Danudyo Bimantoro, Danudyo Christophera R Lucius Darodjat, Tubagus Achmad Darsono Darsono Dede Kardaya Deden Sudrajat Desi Gita Andriani Dhian Dwi Nur Wenda, Dhian Dwi Nur Dian Devita Yohanie Yohanie Dwi Apriliana, Nita Dwi Septiani Endang Ruswanti eriko, eriko eriko, eriko Ervin Kusuma Dewi, Ervin Kusuma Fachmi Tamzil Fadilah, Muhamad Alimul Ferdianto, Irfan Fiantika, Feny Rita Firdaus Rozzaaq, Aisyah Firmansah, Hafiz Gusti Hanafi Nur Hanif, Muhamad Hasyim Asyari Huda, Ilham Fahmi Ika Santia Jati Utomo Dwi H. Kartika Dewi, Sholehah Karyawati, Karyawati Khak, Ibnu Shokibul Kristianti, Lina Kubha, Catharina Bernadeta Larasati, Anggi Lina Rihatul Hima, Lina Rihatul Malawi, Ibadullah Meira, Siti MF. Arrozi Adhikara Mohammad Winugroho, Mohammad Mudjiarto Mudjiarto, Mudjiarto Muhlasin, Muhammad Afan Mulyana Mulyana Mulyana, Abdullah Alhanan Munandar, Ariko V. Mutaqin, Bachtiar W. Muzammil, Ahmad Rabi ul Nacaska, Nanda Nawawi, Muhammad Latif Pamadya Vitasmoro, Pamadya Purnama, Ig.L. Setyawan Putri, Hani Yuanta Risma Rahardini, Nimas Ayu Rahayu, Etika Gustri Rika Harini Rina Firliana Ristika Handarini Rizki, Nadila Fradita Rojuaniah Rojuaniah Rudianto, April Salsabila, Nilza Humaira Samijo, Samijo Sapto Jumono Saputra, Yogi Aska Satibi Satibi Setyaningrum, Dita Setyawati, Retno Lies Setyorini, Alvira Alwa Sofyan, Joel Faruk Sri Adi Widodo Sri Handayani Sriyana Sriyana Suasungnern, Sineerat Sugiyanto - Suhartono Suryo Widodo Susanto, Arya Bagas Syams, M. Faih Kholqy Syarif Maulidin Tahir, Hadijah Tirta, Yonathan Harun Wakhid Slamet Ciptono Yulis Tyaningsih, Ratna Yundari, Yundari Yuni Katminingsih