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Sumitro, Yanus
Fakultas Ekonomi Universitas PGRI Adi Buana
Economics, Econometrics & Finance

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ANALISIS PENGARUH KUALITAS LAYANAN, HARGA DAN KEPUASAN TERHADAP LOYALITAS PASIEN RAWAT INAP DI RS. BHAKTI RAHAYU SURABAYA Sumitro, Yanus; wahjono, wahjono
Majalah Ekonomi Vol 23 No 1 (2018): Juli 2018
Publisher : Fakultas Ekonomi Universitas PGRI Adi Buana

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Abstract

The research was conducted at the Surabaya Bhakti Rahayu Hospital. Study sample was 100 hospitalized patients. The results are: (1) no significant effect between service quality and satisfaction, (2) Rates of satisfaction is significantly affected, (3) quality of service is significantly affected loyalty (4) there was no significant effect between price and loyalty, (5) satisfaction is influenced significant loyalty. Based on our research, this suggests that patients should be more careful to avoid disappointment hospitalization. To the management should have a positive communication with patients when declining consumer confidence. And further research should be done continuously with similar time intervals to determine whether or not there is an increase in satisfaction, as a result of the increased performance of the services performed and prices that affect customer loyalty
ANALISIS TINGKAT PERSAINGAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA SEPEDA MOTOR YAMAHA DAN HONDA Sumitro, Yanus; Soekotjo, Wahjono
Majalah Ekonomi Vol 23 No 2 (2018): Desember
Publisher : Fakultas Ekonomi Universitas PGRI Adi Buana

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Abstract

The purpose of this study were: 1) To know is there any difference in consumer satisfaction Yamaha and Honda; 2) To determine the factors that distinguish consumer satisfaction Yamaha and Honda. This study used primary data obtained using a questionnaire. Data were analyzed using independent samples t compare means test, chi square, descriptive statistics with SPSS version 15.0. The results showed that the quality of service from Yamaha and Honda motorcycles rated as good by most customers. While the results of comparative tests between the service quality Yamaha motorcycle with Honda based on the dimensions of reliability, keresponsifan, assurance, empathy and tangible as well as quality of service overall there are significant differences. Importance based on cartesian diagram analysis of service quality performance dimension of Yamaha motorcycles by Honda, that respond dimension, a dimension that is considered important by customers Honda with Yamaha motorcycles, but the performance of the dimensions keresponsifan not as expected, either by the customer Yamaha motorcycle and Honda motorcycle customers. This indicates the need for improvement of service quality, particularly in the dimensions respond.
Co-Authors Soekotjo, Wahjono Wahjono Wahjono