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<![CDATA[How Brand Image Affects Expected Quality, Perceived Quality, Perceived Value, and Patient Satisfaction and Their Effect on Attitudinal Loyalty and Behavior Loyalty (A Study Done in a Dentist in West Jakarta) ]]>
<![CDATA[Annamaria Gabriela]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 2 (2022): Budapest International Research and Critics Institute May ]]>
Publisher : <![CDATA[Budapest International Research and Critics University ]]>
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DOI: 10.33258/birci.v5i2.4865
<![CDATA[This research was intended to analyze how brand image affects expected quality, perceived quality, perceived value, and patient satisfaction and how they affect attitudinal loyalty and behavior loyalty on a dentist's patients. Methods: this is quantitative research with surveys and cross-sectional data. The subjects are public dentist patients in West Jakarta, 2021. The sample was taken using purposive sampling, from which 290 respondents were deemed fit for the criteria. The data was then gathered through an online questionnaire and used a Likert 1-5 scale. The data was analyzed with PLS-SEM method using SmartPLS™ 3.3. Findings: This research had 11 supported hypotheses with a T-statistic value of >1.645 and alpha 0.05, while one hypothesis was not supported. Brand image has a significant positive effect on expected quality, perceived value, and patient satisfaction, while its effect was not significant on perceived quality. Perceived value has a significant positive effect on patient satisfaction, and patient satisfaction itself was found to have a positive effect on attitudinal loyalty and behavior loyalty. Conclusions: Brand image has a vital part to play in affecting perceived value, which will then increase patient satisfaction from patients who went to the dentist. Furthermore, patient satisfaction fosters their loyalty to the dentist, both from attitudinal side and behavioral side.]]>
<![CDATA[Antecedents of E-Service Quality, Customer Satisfaction and Trust which Affects Customer Intention ]]>
<![CDATA[Henry Utama Putra]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Jurnal Mantik Vol. 5 No. 2 (2021): Augustus: Manajemen, Teknologi Informatika dan Komunikasi (Mantik) ]]>
Publisher : <![CDATA[Institute of Computer Science (IOCS) ]]>
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DOI: 10.35335/jurnalmantik.Vol5.2021.1471.pp1104-1112
<![CDATA[This research aims to boarden the knowledge to get better insight to the most important dimensions from electronic service quality which plays a huge part on customer satisfaction, its trust and behavior, elaborate from initially terms of E-service quality in the SiCepat Express courier service application that will adding knowledge in the future regarding the use of applications in delivery service sector. From online survey data to 234 costumers that processed by SEM-PLS. It was indicates that these three elements from e-service quality, namely apps design, fulfillment and customer service had affect to whole e-service quality. These results showed that these three antecedents process, likewise to mediated variable, e-service quality had major and positive affect to customer satisfaction and trust. With strongest impact was fulfillment to customer service. Meanwhile, direct affect from customer satisfaction and trust was found very strong in e-service quality. It revealed that there's positive affect from customer satisfaction and trust to continuous usage intention and word of mouth, therefore this results has confirmed the theory of customer satisfaction and trust in the SiCepat Express courier service application. This research model is moderate predictive accuracy with medium predictive relevance so it can be expand in further research.]]>
<![CDATA[Factors Affecting University Selection During Pandemic : a Study on Indonesian High School Students ]]>
<![CDATA[Rocky Nagoya]]>;
<![CDATA[Innocentius Bernarto]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Conference Series Vol. 3 No. 1 (2020): International Conference on Global Innovation and Trends in Economy 2020 ]]>
Publisher : <![CDATA[ADI Publisher ]]>
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<![CDATA[The purpose of this study is to find an important factor for high school students in selecting university. It is vital for university to have a significant amount of new students enrolled to ensure a strong financial capability for them. This research focuses on quality, reputation, spirituality value, economic and emotional value factors in relation with intention to enroll in university. The respondents are year 11 and 12 high school students from DKI and Banten Province. The sampling technique is convenience sampling due to a pandemic situation. Smart PLS is used to analyze the data. This study found that quality, spirituality value, reputation and emotional value has positive correlation on intention to enroll, whereas quality and economic have no positive correlation toward intention to enroll.]]>
<![CDATA[THE EFFECT OF SERVICE QUALITY DIMENSIONS ON HEMODIALYSIS PATIENT SATISFACTION IN INDONESIA ]]>
<![CDATA[Lia Kurnia Hartanti]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Indonesian Journal of Health Administration Vol. 10 No. 1 (2022): June ]]>
Publisher : <![CDATA[Universitas Airlangga ]]>
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DOI: 10.20473/jaki.v10i1.2022.50-59
<![CDATA[Background: Chronic kidney disease is a catastrophic disease ranked second in Indonesia for high health costs. The number of renal units in Indonesia has rapidly increased since the launch of the National Health Insurance program in 2014. Its increase was accompanied by the increased number of patients. Aim: This study analyzed the effect of service quality dimensions on patient satisfaction with hemodialysis care. Methods: This study used a cross-sectional design and a quantitative method. It retrieved data from respondents who had undergone hemodialysis care at hospitals and clinics in Jakarta and surroundings. The PLS-SEM approach was used to analyze the data. Results: Eight service dimensions were proven to influence the overall service quality and directly impact patient satisfaction. The influential dimensions included facilities and organization of the service, care by attending nurses and assistants, attention to psychological and administrative issues, medical attention and care, nutrition attention and care, medication supply and quality, features and administration process, attention and care given by the head nurse. All of these dimensions affected patient satisfaction as a dependent variable. This study has strong predictive accuracy, and thus it can be replicable in future research with different populations. Conclusion: This study demonstrated eight service quality dimensions that affect service quality and directly impact satisfaction of hemodialysis patients both with hospital and clinic services.]]>
<![CDATA[ANTECEDENTS CUSTOMER DELIGHT AND CONSEQUENCES IT (Study on Padang Restaurants and Sundanese Restaurants in Jakarta) ]]>
<![CDATA[Nonot Yuliantoro]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 6, No 2 (2022): IJEBAR, VOL. 06 ISSUE 02, JUNE 2022 ]]>
Publisher : <![CDATA[LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta) ]]>
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DOI: 10.29040/ijebar.v6i2.5257
<![CDATA[Urban people have a lifestyle of enjoying culinary as a tourist activity and sharing their dining experiences through social media. The purpose of this study was to determine whether 1) Perception of food authenticity, 2) Servicescape, 3) Service encounters affect local food experience, 4) Local food experience affects customer satisfaction, 5) Customer satisfaction affects 6) Revisit Intention and 7) Willingness to post and share photos to social media. This research method is a quantitative survey with an online questionnaire instrument with a purposive sampling technique to millennial consumers between 24 and 40 years old who live in Jakarta and surrounding areas in October 2021. The number of samples used is 160 and data analysis uses a Partial Least Square approach. -structural equation modelling using smart software pls 3.29. The results of this study indicate that there is an influence between the perception of food authenticity on the local food experience, there is an influence between the service atmosphere on the local food experience, there is an influence between the local food experience on customer satisfaction, there is an influence of customer satisfaction on the intention to return, as well as there is an influence customer satisfaction with the willingness to post and share photos on social media. However, there is no relationship between service encounters and local food experience.]]>
<![CDATA[Anteseden Dari Process Orientation Serta Dampaknya Terhadap Financial Performance dan Patient Satisfaction ]]>
<![CDATA[Yusak Yusak]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Jurnal Untuk Masyarakat Sehat (JUKMAS) Vol 5, No 2 (2021): Jurnal Untuk Masyarakat Sehat (JUKMAS) ]]>
Publisher : <![CDATA[LPPM Universitas Respati Indonesia ]]>
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DOI: 10.52643/jukmas.v5i2.1544
<![CDATA[Industri pelayanan kesehatan semakin meningkat tiap tahunnya, demi memenangkan persaingan pada Industri tersebut rumah sakit swasta harus terus berinovasi untuk meningkatkan performa finansial perusahaan dan kepuasan pasien. Penelitian kali ini menguji pengaruh dari process orientation pada rumah sakit swasta XYZ di Indonesia dengan menggunakan model penelitian yang diadopsi dari penelitian sebelumnya. Penelitian kali ini berhasil mengumpulkan data dari 167 responden dengan menggunakan kuesioner dengan skala likert yang disebarkan pada bulan maret 2021 yang kemudian dilakukan analisa dengan PLS-SEM. Hasil penelitian ini menunjukan adanya pengaruh positif yang kuat antara process orientation terhadap kepuasan pasien dan performa finansial dengan ketiga variable mediasi operational efficiency, workforce condition and clinical quality terbukti memiliki pengaruh positif dan signifikan terhadap financial performance dan kepuasaan pasien, dimana pengaruh terbesar ditemukan pada jalur mediasi dengan workforce condition. Namun pada penelitian ini juga ditemukan bahwa workforce condition tidak memiliki pengaruh yang signifikan terhadap operational efficiency. Model hasil penelitian ini menunjukan predictive accuracy sedang sehingga perlu dikembangkan lebih lanjut pada penelitian berikutnya. ]]>
<![CDATA[Antecedents of The Product-Website Appeal and its Impact Toward Usage Intention ]]>
<![CDATA[Christopher Noviandi Tupang]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Enrichment : Journal of Management Vol. 12 No. 1 (2021): November: Management Science ]]>
Publisher : <![CDATA[Institute of Computer Science (IOCS) ]]>
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<![CDATA[House is one of the basic needs of humans which is hard to get because of it’s relatively high price nowadays especially according to millenial segment. Therefore, bank provides an installment method to make it easier for buying a house immediately by using Kredit Pemilikian Rumah (KPR) product where one of the banks that provides this product is Bank Central Asia (BCA). Along with era transformation in which most services has begun to make a transition to digital channels, BCA provides an alternative method for applying KPR by utilizing digital channel namely by submitting online through it’s KPR website. The purpose of this study is to examine the impact of product-website appeal’s antecedents toward usage intention. This test was conducted using the PLS-SEM method on 216 respondent obtained using purposive sampling distributed online. The results show that the strongest positive relationship is product appeal to website appeal and the strongest influence on usage intention is trust. This research model has moderate predictive accuracy and medium predictive relevance to the dependent variable usage intention. There is managerial insight from the findings of this study as well as recommendations for further research.]]>
<![CDATA[Antecedents of Trust in Brand Post on Brand Awareness and it Impacts to Purchase Intention ]]>
<![CDATA[Jordan Jeremy]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ Enrichment : Journal of Management Vol. 12 No. 1 (2021): November: Management Science ]]>
Publisher : <![CDATA[Institute of Computer Science (IOCS) ]]>
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<![CDATA[This research aimed to analyze the affect of informative value, entertainment value, expertise, trustworthiness, attractiveness and similarity from trust in brand posts variables and its impact to brand awareness and purchase intention. PLS-SEM used to evaluate the empirical data obtained by purposive sampling and earned 273 respondents who met requirements through a questionnaire which distributed online. The results indicate that from this four of antecedents, namely informative value, entertainment value, trustworthiness and similarity along with mediating variable trust in brand post had a positive and significantly affect to brand awareness and purchase intention. The strongest affect was occured in similarity and informative value. Meanwhile, the strongest direct effect on purchase intention was found on brand awareness. It said that positive affect from brand awareness on purchase intention was higher than trust in brand post to purchase intention, thus the results of this research were confirmed the theory of consumer trust in influencing brand awareness and consumer intention in making purchases.]]>
<![CDATA[The Antecedents of Consumption Value and Its Impact on Customer Behavior; a Study of Batik Cloth on Non-Javanese Indonesian Millennials ]]>
<![CDATA[Ferdi Antonio]]>;
<![CDATA[Putri Astika]]>
<![CDATA[ International Journal of Applied Business and International Management Vol 4, No 1 (2019): April 2019 ]]>
Publisher : <![CDATA[AIBPM Publisher ]]>
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DOI: 10.32535/ijabim.v4i1.382
<![CDATA[Current lifestyle change has led millennial customers to have awareness about their cloth in daily life to accentuate their personality. In the other side batik cloth industry is growing rapidly and contribute to the domestic economic. Despite the advancement of cloth printing technology, business competition in the batik industry need to balancing their production with the essence of batik as an Indonesia ethnic product’s therefore preserve its soul as a valuable heritage of Indonesia culture. Understanding how the customer perceive the value of batik cloth contributes to the effective marketing approach especially for the local medium enterprises. This research was aimed to study the influence of customer diversity seeking and attitude toward ethnic culture to the purchase intention and willingness to share positive electronic word of mouth of the batik cloth, mediating by social value, emotional value and epistemic value as the focus of the research while moderated by ethnic embeddedness. The conceptual model was modified from the previous studies by added e-WOM as a relevance variable in digital era. The research model was implied on non-Javanese millennial customer of batik cloth to segregate the ethnicity perception. Primary data obtained by convenience sampling through the online questionnaire. The eligible sample was collected from 360 respondents who met the criteria. Data were analyzed by Structural Equation Modelling (SEM) and processed by SmartPLS 3.0. The result revealed that both customer diversity seeking and attitude toward ethnic culture have significant effect on the consumption value. All of the three value which are social, emotional and epistemic shown significantly positive impact on e-WOM and customer purchase intention while ethnic embeddedness proven to have the moderation effect on epistemic value and social value. Interestingly social value was found as the strongest predictor of purchase intention. This research provides new insights in understanding consumer behavior towards batik cloth product as well as suggested practical implications that could help batik producers to implement an effective marketing strategy through the digital channel.]]>
<![CDATA[The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital) ]]>
<![CDATA[Ricca Ricca]]>;
<![CDATA[Ferdi Antonio]]>
<![CDATA[ International Journal of Applied Business and International Management Vol 6, No 2 (2021): August 2021 ]]>
Publisher : <![CDATA[AIBPM Publisher ]]>
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DOI: 10.32535/ijabim.v6i2.1026
<![CDATA[An increasingly competitive business climate and changes in patient behavior, fostering hospital managers to pay more attention in regard to factors that could affect patient loyalty. Quality care is well known as a major contributor to patient loyalty. The purpose of this study is to examine the effect of quality care on patient loyalty with patient satisfaction as the mediating variable, while age and gender as the moderators. This research model was tested empirically in outpatients at a private hospital. The results demonstrate that quality care has a significant positive effect on patient loyalty. Several managerial implications were found for hospital management to increase patient loyalty, especially considering the gender of the patient in providing services.]]>
