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All Journal KUKIMA :Kumpulan Karya Ilmiah Manajemen
Sitorus, Putri Dwi Ana
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Economics, Econometrics & Finance Social Sciences

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ANALISIS DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT SANTA ELISABETH MEDAN Simanihuruk, Peran; Tamba, Darwis; Sipahutar, Robinson; Parhusip, Poltak T.; Sitorus, Putri Dwi Ana
KUKIMA : Kumpulan Karya Ilmiah Manajemen Volume 3 Nomor 1 April 2024
Publisher : LPPM Universitas Katolik Santo Thomas Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/kukima.v3i1.3792

Abstract

This research aims to examine the influence of service quality dimensions, including reliability, responsiveness, assurance, tangibles, and empathy, on patient satisfaction at Santa Elisabeth Hospital in Medan. The study sample consists of 96 patients, with data collected through questionnaires and documentation. Data analysis was conducted using descriptive and inductive methods. The results indicate that reliability, responsiveness, assurance, tangibles, and empathy positively affect patient satisfaction, with assurance having a greater impact on patient satisfaction compared to reliability, responsiveness, tangibles, and empathy. Both t-tests and F-tests show that reliability, responsiveness, assurance, tangibles, and empathy have a positive and significant partial and simultaneous effect on patient satisfaction at Santa Elisabeth Hospital in Medan. The coefficient of determination (R Square) value is 0.514, indicating that 51.4% of patient satisfaction can be explained by the service quality dimensions (reliability, responsiveness, assurance, tangibles, and empathy), while the remaining 48.6% is explained by other factors not covered in this study, such as security, promotion, and communication. To enhance the service quality dimensions related to reliability, responsiveness, assurance, tangibles, and empathy, continuous improvements are necessary to increase patient satisfaction.
PENGARUH HARGA, LOKASI DAN DIGITAL MARKETING TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING Simanihuruk, Peran; Tamba, Darwis; Purba, Antonius M; Sitorus, Putri Dwi Ana
KUKIMA : Kumpulan Karya Ilmiah Manajemen Volume 3 Nomor 2 Oktober 2024
Publisher : LPPM Universitas Katolik Santo Thomas Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/kukima.v3i2.4221

Abstract

The objective of this research is to analyze the influence of price, location, and digital marketing on customer loyalty, with customer satisfaction as an intervening variable. The research population includes all visitors who have used the services of Atsari Hotel Parapat, while the research sample consists of 99 respondents. Data collection techniques employed were questionnaires and documentation, and data analysis was conducted using SMART PLS-4. The research results indicate that price does not have a positive and significant effect on customer satisfaction when examined partially. Similarly, price does not have a positive and significant effect on customer loyalty when examined partially. Location has a positive and significant effect on customer satisfaction when examined partially. Location also has a positive and significant effect on customer loyalty when examined partially. Digital marketing has a positive and significant effect on customer satisfaction when examined partially. Digital marketing also has a positive and significant effect on customer loyalty when examined partially. Customer satisfaction, when examined partially, has a positive effect on customer loyalty. Price does not have a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable. Location does not have a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable. Digital marketing has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable. With an R-Square value, customer loyalty can be explained by 72.2%, while the remaining 27.8% is influenced by other factors. Customer satisfaction can be explained by 42.6%, while the remaining 57.4% is influenced by unknown factors not covered in this research.
Co-Authors Darwis Tamba, Darwis Parhusip, Poltak T. Purba, Antonius M Simanihuruk, Peran Sipahutar, Robinson