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All Journal International Journal of Social Service and Research
Ramauli, Juliana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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ANALYSIS OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT THE X CLINIC LABORATORY IN PEMATANG SIANTAR Ramauli, Juliana; Sibarani, Mentiana
International Journal of Social Service and Research Vol. 4 No. 7 (2024): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v4i7.866

Abstract

The health industry in Indonesia faces a variety of complex and multidimensional challenges. In the face of fierce competition from hospitals that offer self-contained laboratory services and the development of infrastructure that facilitates access to more well-equipped healthcare facilities, it is important to understand how service quality affects customer satisfaction and loyalty. This study aims to explore the influence of Service Quality on Customer Satisfaction and Customer Loyalty at the X Clinical Laboratory in Pematang Siantar City, as well as to examine the role of customer satisfaction as a mediator. The results show that Service Quality has a significant positive influence on customer satisfaction (coefficient: 0.8825), indicating that an improvement in Service Quality will increase customer satisfaction. Based on these findings, the management of Clinical Laboratory X is advised to implement several strategies to improve service quality, customer satisfaction, and loyalty to remain the top choice.
BUSINESS DEVELOPMENT STRATEGY DESIGN USING TRIPLE LAYERED BUSINESS MODEL CANVAS (DESCRIPTIVE STUDY ON MDC COFFEE HOUSE) Pane, Vivi Andriani; Sirait, Tongam; Ramauli, Juliana
International Journal of Social Service and Research Vol. 4 No. 7 (2024): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v4i7.868

Abstract

This study aims to design the right strategy for MDC Coffee House in business development using the Triple Layered Business Model Canvas (TLBMC), as well as identify and analyze the key factors that support its sustainable business strategy. This study uses a qualitative approach to explore sustainable business strategies for the company, focusing on owners, employees, suppliers, and buyers. The results show that the use of TLBMC allows the company to design a more scientific and measurable business strategy, respond to market demands that are increasingly concerned about environmental and social issues, and strengthen its position as a leader in the sustainable coffee industry in Indonesia.
Co-Authors Pane, Vivi Andriani Sibarani, Mentiana Sirait, Tongam