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Proposed Marketing Strategy to Strengthen Herbal Patient Loyalty: (Case Study at RSU Holistic Purwakarta) Fania Qinthara Azka; Ilma Aulia Zaim
LITERACY : International Scientific Journals of Social, Education, Humanities Vol. 4 No. 2 (2025): August : International Scientific Journals of Social, Education, Humanities
Publisher : Badan Penerbit STIEPARI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/literacy.v4i2.2292

Abstract

Healthcare service is one of the most important industries in Indonesia. Over the past years, public interest in traditional and herbal medicine has increased, especially after the COVID-19 pandemic. RSU Holistic Purwakarta is one of the pioneers of integrative hospitals in Indonesia that offers herbal inpatient services. However, the hospital is currently experiencing a significant decrease in herbal inpatient visits, which is also reflected in its low bed occupancy rate. Based on preliminary research and problem identification, the main issue found is the declining patient loyalty towards the hospital's herbal services. The objective of this research is to formulate a marketing strategy to strengthen herbal patient loyalty and identify which service quality factors influence patient satisfaction and loyalty. This study applies a quantitative and qualitative approach. The quantitative method is conducted through a survey distributed to 155 herbal inpatients, and the data were analyzed using Structural Equation Modeling (SEM) via SmartPLS. The qualitative method includes interviews with the hospital’s management and marketing team to explore internal service issues and market behavior. The findings show that service quality on the people dimension (reliability, responsiveness, and empathy) has a significant influence on patient satisfaction (R² = 0.696), and satisfaction significantly affects patient loyalty (R² = 0.685). The p-values for all constructs are <0.05, confirming the acceptance of all hypotheses. Interviews also identified inefficiencies such as late doctor attendance. Based on the internal and external analysis using the 7P Marketing Mix, PESTEL, and Porter’s Five Forces frameworks this research proposes a marketing strategy. The result is a TOWS matrix that provides actionable strategies, such as strengthening people-based service quality, enhancing integrated communication efforts, and positioning RSU Holistic as a leading herbal and tourism-based hospital. This study contributes academically and practically by emphasizing the role of marketing strategy in strengthening loyalty in the healthcare industry.
UNDERSTANDING THE PSYCHOLOGICAL AND SOCIAL DYNAMICS OF CONSUMER APPEARANCE DECISION: FOUNDATIONS FOR A BRANDING FRAMEWORK FOR REKAH Azahra, Tania; Ilma Aulia Zaim
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 1 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18486505

Abstract

The research is guided by three questions: how consumers describe the psychological and social pressures they experience when making appearance decisions in visible settings; how these pressures shape the emotions and self-presentation concerns associated with the possibility of repeating outfits; and how consumers interpret the potential role of a sustainable-fashion brand in supporting these decisions. The underlying assumption is that appearance behaviour must be understood through lived experience rather than through attitudes alone. A qualitative and exploratory methodology was used. Fifteen in-depth interviews, one focus-group discussion, and field-note observations were conducted with young women in urban Jakarta who regularly navigate visible social environments. Using open and axial coding, themes were identified and triangulated across data sources. Five theoretical lenses guided interpretation: Impression Management Theory, Subjective Norms and Perceived Behavioural Control within the Theory of Planned Behavior, Self-Efficacy Theory, Appearance-Related Anxiety, and Brand Trust Theory. Findings reveal five recurring patterns. First, participants feel observed and implicitly evaluated when repeating outfits, reflecting strong subjective norms. Second, emotional discomfort such as embarrassment or nervousness often accompanies decisions to rewear clothing in visible contexts. Third, many participants report low styling confidence, making it difficult to create varied looks from existing wardrobes. Fourth, social-media environments amplify comparison pressures and increase sensitivity to being seen in familiar outfits. Fifth, participants perceive limited brand reassurance or styling guidance, noting that most fashion brands emphasise novelty rather than garment longevity. These patterns highlight that sustainable wardrobe behaviour is shaped not only by environmental attitudes but also by social interpretation, emotional vulnerability, styling uncertainty, and weak brand cues. To address this, the study develops a conceptual branding prototype for REKAH titled “Confident Repetition,” which consists of three strategic pillars: social reassurance and cultural reframing, simple and supportive styling guidance, and transparent sustainability values and trust signals. This prototype offers an initial direction for REKAH to support users in feeling more comfortable, confident, and intentional in their appearance decisions.
HOW TO BUILD AND MAINTAIN EMOTIONAL CONNECTION WITH COSTUMER TO INCREASE BRAND AWARENESS A STUDY CASE OF COOKIEGOM Putri, Nindya Kalisha; Ilma Aulia Zaim
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 1 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18599626

Abstract

The Indonesian soft cookie market is highly competitive, making emotional connection a key driver of customer loyalty. This study examines how customers form emotional connections with cookie brands and how Cookiegom, a small business, can strengthen these connections to enhance brand awareness and repeat purchase. A qualitative approach was applied through in-depth interviews with ten consumers who had purchased both Cookiegom and Doughlab, supported by digital observation of social media and customer reviews. Thematic analysis reveals that Cookiegom is perceived as a “comfort brand,” offering warmth, comfort, and freshness, while Doughlab is viewed as a premium, highly visible brand. These emotional differences influence attachment, repeat purchases, and word-of-mouth behavior. The study proposes the Emotional Comfort Connection Loop Model to explain how emotional bonds develop through repeated experiential cycles. Strengthening emotional storytelling, improving digital consistency, and integrating comfort-oriented touchpoints are recommended strategies for Cookiegom.