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All Journal Referensi : Jurnal Ilmu Manajemen dan Akuntansi Community Engagement and Emergence Journal (CEEJ) Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT)
Saparso Saparso
Krida Wacana Christian University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Social Sciences

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PENGARUH SERVICE QUALITY DAN PRICE PERCEPTION TERHADAP LOYALITAS YANG DIMEDIASI OLEH KEPUASAN PELANGGAN Irfan Saputra Iskandar; Saparso Saparso; Soegeng Wahyoedi
Referensi : Jurnal Ilmu Manajemen dan Akuntansi Vol 8, No 1 (2020)
Publisher : Unitri Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (739.03 KB) | DOI: 10.33366/ref.v8i1.1483

Abstract

This study aims to determine how customer ratings of service quality, price perceptions, satisfaction and customer loyalty and evaluate the influence of service quality, and price perception variables, on customer loyalty influenced customer satisfaction. This study took 100 respondents by means of nonprobability convenience sampling. Data obtained through questionnaires, the process of collecting data in this study using online media platforms. The technique used in this study is PLS-SEM by using the SmartPLS 3.2.8 program that is used to identify the relationship of the influence of Service Quality and Price Perception variables on Loyalty and Customer Satisfaction as intervening variables. The effect of Service Quality on First Media subcriber satisfaction was 0.451 with p-value 0.000 0.05. The effect of Price Perception on First Media subcriber satisfaction was 0.54 with a p-value of 0,000 0.05. While the effect of Service Quality on Subcriber Loyalty is 0.221 with p-value 0.004 0.05. The effect of Price Perception on Subcriber Loyalty is 0.181 with a p-value of 0.025 0.05
THE INFLUENCE OF MARKETING MIX ON VEHICLE PURCHASE DECISIONS MODERATED BY GOVERNMENT POLICIES Hendra Ditama; PM. Budi Haryono; Saparso Saparso
Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) Vol. 2 No. 3 (2022): July: Journal of Humanities, Social Science, Public Administration and Manageme
Publisher : ID Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51715/husocpument.v2i3.228

Abstract

Marketers agree that systems can work very well when there are minimal laws governing the business. In Indonesia, the government regulates policies as rules and economic stimulus. During the COVID-19 pandemic, the Indonesian economy was in a bad state. The automotive industry experienced a drastic decline in motor vehicle sales by 95% in May 2020. PT. Maybank Indonesia Finance, which is a motor vehicle financing company, also experienced a drastic decline in sales. In the face of unfavourable economic conditions, the government issued various policies as a stimulus for economic improvement. Companies must be able to explore the role of government policies that moderate marketing strategies within the company. In this study, the marketing mix is used as an independent variable moderated by Government Policy. This quantitative research took a study at PT. Maybank Indonesia Finance, with 100 respondents who are debtors throughout Indonesia using WarpPLS data processing. The result of the research shows that Government Policy related to Price and Promotion influences the Purchase Decision.
Efek Mediasi Kepercayaan Pasien pada Pengaruh Kualitas Layanan dan Kepuasan Pasien Terhadap Loyalitas Pasien (Studi Penelitian di RSUD Ryacudu Kotabumi Kabupaten Lampung Utara) Imbri Fernando Ginting; Saparso Saparso; Soegeng Wahyoedi
Community Engagement and Emergence Journal (CEEJ) Vol. 6 No. 3 (2025): Community Engagement & Emergence Journal (CEEJ)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ceej.v6i4.8799

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepercayaan, kepuasan, dan loyalitas pasien di RSUD Ryacudu Kotabumi, serta mengevaluasi peran mediasi kepercayaan pasien terhadap hubungan kualitas layanan dengan kepuasan dan loyalitas pasien. Penelitian menggunakan pendekatan kuantitatif dengan metode survei, melibatkan responden yang merupakan pasien RSUD Ryacudu Kotabumi. Data dianalisis menggunakan model analisis jalur untuk menguji hubungan antar variabel. Hasil penelitian menunjukkan bahwa kualitas layanan memiliki pengaruh signifikan terhadap kepercayaan pasien, yang pada gilirannya memengaruhi tingkat kepuasan dan loyalitas pasien. Selain itu, kualitas layanan juga secara langsung berpengaruh terhadap kepuasan dan loyalitas pasien. Analisis lebih lanjut mengungkapkan bahwa kepercayaan pasien berperan sebagai mediator yang signifikan dalam hubungan antara kualitas layanan dengan kepuasan pasien, serta kualitas layanan dengan loyalitas pasien. Temuan ini mengindikasikan bahwa peningkatan kualitas layanan tidak hanya memperkuat kepercayaan pasien tetapi juga secara tidak langsung meningkatkan kepuasan dan loyalitas pasien melalui penguatan kepercayaan tersebut. Penelitian ini menyimpulkan bahwa kepercayaan pasien memegang peranan penting dalam memperkuat hubungan antara kualitas layanan dengan kepuasan dan loyalitas pasien. Oleh karena itu, direkomendasikan agar RSUD Ryacudu Kotabumi terus meningkatkan kualitas layanan dengan fokus pada aspek yang dapat meningkatkan kepercayaan pasien, seperti profesionalisme tenaga medis, kecepatan layanan, dan keramahan petugas. Dengan demikian, rumah sakit dapat menciptakan pengalaman yang memuaskan bagi pasien sekaligus membangun loyalitas jangka panjang.
Co-Authors Hendra Ditama Imbri Fernando Ginting Irfan Saputra Iskandar PM. Budi Haryono Soegeng Wahyoedi