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Bagus Sartono
Departmen Statistika Institut Pertanian Bogor Gedung IPB Dramaga, Jl. Meranti Wing 22 Lantai 2 Kampus IPB Darmaga Bogor (16680) Indonesia Phone: +62-811-118-508
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Journal : Journal of Consumer Science

 1 
The Influence of Marketing Mix, Perceived Risk, and Satisfaction on Word of Mouth in XYZ Clinic Murpraptomo, Saka Haditya; Yuliati, Lilik Noor; Sartono, Bagus
Journal of Consumer Sciences Vol. 4 No. 1 (2019): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.4.1.13-24

Abstract

The increasing need for health services, peoples who lived in the Pekayon, Bekasi City were given the opportunity to choose the right clinic. Word of mouth is a marketing technique that can be used by clinics. This study aims to analyze the effects of the marketing mix, perceived risk, and satisfaction on word of mouth at XYZ clinic. The research is a descriptive method with a survey using questionnaires and 200 respondents as the sample. Furthermore, the data analysis technique is descriptive with SPSS16.0 software and Structural Equation Model (SEM) with LISREL 8.70. Based on the results, it can be concluded that the marketing mix has a positive effect on perceived risk, marketing mix has a positive effect on satisfaction, perceived risk has a negative effect on satisfaction, marketing mix has a positive effect on word of mouth, perceived risk has a negative effect on word of mouth, and satisfaction has a positive effect on word of mouth. Referring to these conclusions, it can be confirmed that the clinical management of doctor XYZ needs to improve employee services, convenience the patient that this clinic has expert doctors, and utilizing the use of social media as a marketing strategy.
The Role of 7P Marketing Mix toward Consumer Satisfaction and Loyalty of XYZ Beauty Clinic Alwinie, Ade Agusti; Nurhayati, Popong; Sartono, Bagus
Journal of Consumer Sciences Vol. 9 No. 1 (2024): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.9.1.40-62

Abstract

The XYZ Beauty Clinic has many branches throughout Indonesia, including the Metropolitan Mall (MM) Bekasi branch, which has been established since 2011. Over time, the XYZ MM Clinic has faced various challenges, such as a decrease in the frequency of customer visits. This study aims to analyze consumer perceptions, factors that affect consumer satisfaction and loyalty, and the level of satisfaction and loyalty of XYZ Beauty Clinic consumers. The study used a cross-sectional design. The sampling technique used purposive sampling involving 152 respondents who were at least 17 years old and had visited at least twice in the last year. Data were processed quantitatively using SEM-PLS, Customer Satisfaction Index (CSI), and Customer Loyalty Index (CLI) to test the hypotheses and measure the level of consumer satisfaction and loyalty. The results indicated that consumer perception with low satisfaction and low loyalty are consumers who work as entrepreneurs, consumers who earn less than 5 million a month, as well as consumers who live in Tangerang and Bogor. The marketing mix that affects consumer satisfaction includes product, promotion, process, people, and physical evidence. Customer satisfaction affects customer loyalty. The level of customer satisfaction shows satisfactory results and the level of customer loyalty shows loyal results. Based on the research results, clinics are advised to prioritize consumer groups with low perceptions of satisfaction
Co-Authors -, Salsabila Aam Alamudi Abdul Aziz Nurussadad Achmad Fauzan Achsani, Noer Azham Adi Hadianto Adinna Astrianti Afendi, Farit M Agus M Soleh Agus M Soleh Agus M. Sholeh Agus Mohamad Soleh Agusta, Madania Tetiani Agwil, Winalia Aji Hamim Wigena Akbar Rizki Akhilla, Kharismatul Zaenab Alfa Nugraha Pradana ALFIAN FUTUHUL HADI Alifviansyah, Kevin Alona Dwinata Alwinie, Ade Agusti Amanda, Nabila Tri Amatullah, Fida Fariha Amin, Toufiq Al Amir Abduljabbar Dalimunthe Anang Kurnia Andi Susanto Andrie Agustino Anggraeni, Kartika Novira Anggraini Sukmawati Ani Safitri Anik Djuraidah Anisa Nurizki Annisa Permata Sari, Annisa Permata Annissa Nur Fitria Fathina Anton Ferdiansyah Anwar Fajar Rizki Ardhani, Rizky Ardiansyah, Muhlis Arief Daryanto Arief Daryanto Arief Gusnanto Aris Yaman Aris Yaman Aristawidya, Rafika Aruddy Aruddy Asep Rusyana ASEP SAEFUDDIN Asfar Asrirawan, Asrirawan Aulia Rizki Firdawanti Aunuddin Aunuddin Auzi Asfarian Azlam Nas Bagus Randhyartha Gumilar Bariq, Muhammad Shidqi Abdul Barokaturrizkia Ameliani Bayu Indrayana Bayu Pranata, Bayu Bayu Suseno Beny Mulyana Sukandar Billy Bimandra Adiputra Djaafara Bonar Marulitua Sinaga Budi Susetyo Bukhari, Ari Shobri Cahya, Septa Dwi Carlya Agmis Aimandiga Cici Suhaeni Cici Suhaeni Cici Suhaeni Cintari, Nanda Putri Citra, Reza Felix Dani Al Mahkya Darwis Darwis Dede Dirgahayu Dede Dirgahayu Defri Ramadhan Ismana Deiby T Salaki Deni Achmad Soeboer Deri Siswara Dessy Rotua Natalina Siahaan Dewi Margareth Lumbantoruan Dhanu Dhanu Saptowulan Dian Ayuningtyas Dian Handayani Dian Kusumaningrum Dito, Gerry Alfa Dwi Agustin Nuriani Sirodj Dwi Fitrianti Dwi Wahyu Triscowati Eko Ruddy Cahyadi Embay Rohaeti Erfiani Erfiani Erliza Noor Erwan Setiawan, Erwan Etis Sunandi EVI RAMADHANI EVITA PURNANINGRUM Fachry Abda El Rahman Fadhila Hijryani FAHREZAL ZUBEDI Fany Apriliani Farit M. Afendi Farit Mochamad Afendi Fauzi, Fatkhurokhman Ferdiansyah, Anton Ferdiansyah, Anton Fitri Mudia Sari Fitrianto, Anwar Frisca Rizki Ananda Galih Hedy Saputra Gerry Alfa Dito Ghiffary, Ghardapaty Ghaly Ginting, Victor Gumilar, Bagus Randhyartha Hanum Rachmawati Nur Hardiana Widyastuti Hari Wijayanto Hari Yanni, Meri Harianto Harianto Hartoyo Hartoyo Hartoyo Hazan Azhari Zainuddin Hendri Wijaya Hendria, Muhammad Herlin Fransiska Herlina Herlina Hidayat, Agus Sofian Eka Hidayat, Muhammad Hilman Dwi Anggana I Made Sumertajaya I Wayan Mangku Idqan Fahmi Ilma, Hafizah Ilma, Meisyatul Ilmani, Erdanisa Aghnia Iman, Mutiara Nurul INA YATUL ULYA Indahwati Indonesian Journal of Statistics and Its Applications IJSA Intan Arassah, Fradha Irene Muflikh Nadhiroh Irfan Syauqi Beik Ismah, Ismah Ita Wulandari Itasia Dina Sulvianti Iwan Kurniawan Jaelani, Raditya Kamila, Sabrina Adnin Khairil Anwar Notodiputro Khairunnajah Khairunnajah Khairunnisa, Adlina Khikmah, Khusnia Nurul Kudang Boro Seminar Kusman Sadik Kusnaeni Kusnaeni, Kusnaeni La Surimi, La Laode Ahmad Sabil Leni Anggraini Susanti Lilik Noor Yuliati Linda Karlina Sari Luky Adrianto Lukytawati Anggraeni M. Yunus Magfirrah, Indah Matualage, Dariani Megawati - Megawati Simanjuntak Meylisah, Eni Mohamad Agus Setiawan Muhammad Hendria Muhammad Ilham Abidin Muhammad Irfan Hanifiandi Kurnia Muhammad Nur Aidi Muhammad Subianto Muhammad Syafiq Muhammad Yusran Mukhamad Najib Murpraptomo, Saka Haditya Musthafa, Hafiz Syaikhul MY, Hadyanti Utami Nofrida Elly Zendrato Novian Tamara Nugraha, Adhiyatma Nur Aulia NUR HASANAH NURADILLA, SITI Nurfadilah, Khalilah Oktaviani, Rina Pardomuan Robinson Sihombing Parwati Sofan, Parwati Pika Silvianti Popong Nurhayati Pratiwi, Windy Ayu Purnaningrum, Evita Purwanto, Arie Puspita, Novi Qalbi, Asyifah Rachma Fitriati Rahardi, Naufal Rahardiantoro, Septian Rahma Anisa Rahma Anisa Rahma Dany Asyifa Rahman, Gusti Arviana Rahmatulloh, Febriandi Rais Rere Kautsar Rhendy K P Widiyanto Riantika, Ines Rina Oktaviani Rini, Dyah Setyo Riska Yulianti, Riska Riza Indriani Rakhmalia Rizal Bakri Rizka Rahmaida Rizqi, Tasya Anisah ROCHYATI ROCHYATI Roy Sembel Sachnaz Desta Oktarina salsa bila Saptowulan Sarah Putri Sari, Jefita Resti Sentana Putra, I Gusti Ngurah Seta Baehera Setiadi Djohar Setyowati, Silfiana Lis Sholeh, Agus M. Siregar, Indra Rivaldi Siskarossa Ika Oktora Sofia, Ayu Sri Amaliya Suantari, Ni Gusti Ayu Putu Puteri Suhaeni, Cici Sukarna Sukarna Suprayogi, Muhammad Azis Susanto, Andi Suseno Bayu Syam, Ummul Auliyah Syarip, Dodi Irawan Totong Martono Toufiq Al Amin Toufiq Al Amin Triscowati, Dwi Wahyu Tsabitah, Dhiya Ulayya Tsaqif, Denanda Aufadlan Ujang Sumarwan Ulfia, Ratu Risha Utami Dyah Syafitri Valentika, Nina Vera Maya Santi Wahida Ainun Mumtaza Wahyudi Setyo Wahyuni, Silvia Tri Waliulu, Megawati Zein Wawan Saputra Yanuari, Eka Dicky Darmawan Yenni Angraini Yoga Primanda Yopi Ariesia Ulfa Yudhianto, Rachmat Bintang Yuliani, Leny Zahra, Latifah Zaima Nurrusydah