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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Ilmiah Akuntansi Kesatuan
Heni Iswati
Universitas Budi Luhur, Indonesia
Humanities Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Pengaruh Kualitas Pelayanan, Harga, Word of Mouth terhadap Loyalitas dan Kepuasan Pasien sebagai Intervening di Klinik Medika Plaza Subhan Subhan; Heni Iswati
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (315.38 KB) | DOI: 10.36418/syntax-literate.v7i3.6438

Abstract

Perusahaan harus terus memperbaiki diri untuk meningkatkan kualitas layanan dan harga untuk menciptakan kepuasan pelanggan. Salah satu keuntungan yang dapat diperoleh perusahaan jika pengalaman pelanggan adalah kepuasan pelanggan akan melakukan dari mulut ke mulut. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, harga, dan word of mouth terhadap loyalitas pelanggan melalui kepuasan pelanggan. Teknik pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling dengan jumlah sampel sebanyak 89 orang.Teknik pengumpulan data menggunakan kuesioner yang telah diuji validitas dan reliabilitasnya. Teknik analisis data yang digunakan untuk menjawab hipotesis adalah dengan bantuan regresi linier berganda. Hasil penelitian ini menunjukkan bahwa secara parsial terdapat pengaruh positif kualitas pelayanan, harga, dan word of mouth terhadap kepuasan pelanggan Klinik Medika Plaza. Terdapat pengaruh positif kualitas pelayanan, harga, word of mouth dan kepuasan pelanggan terhadap loyalitas pelanggan klinik Medika Plaza. Besarnya pengaruh kualitas pelayanan, harga, word of mouth terhadap kepuasan pelanggan sebesar 0,805 ; hal ini berarti bahwa kepuasan pelanggan dipengaruhi oleh kualitas pelayanan harga, dan word of mouth sebesar 80,5%, sedangkan besarnya pengaruh kualitas pelayanan, harga, word of mouth dan kepuasan pelanggan terhadap loyalitas pelanggan sebesar 0,91; hal ini berarti bahwa loyalitas pelanggan dipengaruhi oleh kualitas pelayanan harga, dan word of mouth dan kepuasan pelanggan sebesar 91,0%.
Financial Literacy and Financial Attitude on Financial Satisfaction: Mediating Effect of Financial Well-Being Rinny Meidiyustiani; Heni Iswati
Jurnal Ilmiah Akuntansi Kesatuan Vol. 13 No. 6 (2025): JIAKES Edisi Desember 2025
Publisher : Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jiakes.v13i6.4312

Abstract

The involvement of women in the MSME sector has grown markedly, with female entrepreneurs playing a significant role in generating household income, creating employment opportunities, and supporting national economic development. Despite their important contributions, many women entrepreneurs continue to face challenges in financial management, emphasizing the need for strong financial literacy and constructive financial attitudes to achieve financial satisfaction and sustainable economic stability. This study examines the impact of financial literacy and financial attitudes on financial satisfaction, with financial well-being serving as a mediating variable. The research targets women-owned MSMEs in Indonesia, which are critical to the nation’s economic progress. Employing a quantitative approach with an explanatory research design, data were collected through a survey of 90 female entrepreneurs. Path analysis using Smart-PLS was conducted to test the proposed hypotheses. Findings reveal that financial literacy and financial well-being significantly enhance financial satisfaction, while financial attitudes do not exert a direct effect. Furthermore, financial well-being effectively mediates the influence of financial literacy on financial satisfaction but does not mediate the relationship between financial attitudes and satisfaction. These results highlight the importance of financial literacy in guiding financial decision-making and improving satisfaction among women MSME owners.
Co-Authors Rinny Meidiyustiani Subhan Subhan