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All Journal Jurnal Comparative : Ekonomi Dan Bisnis Proceeding of International Conference on Social Science and Humanity
Rachmawati, Fitria Dwi
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Agriculture, Biological Sciences & Forestry Earth & Planetary Sciences Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Public Health Social Sciences Other

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THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON PATIENT LOYALTY THROUGH PATIENT SATISFACTION AT PERKEBUNAN JEMBER CLINIC Rachmawati, Fitria Dwi
Proceeding of International Conference on Social Science and Humanity Vol. 2 No. 1 (2025): Proceeding of International Conference on Social Science and Humanity
Publisher : PT ANTIS INTERNATIONAL PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/icossh.v2i1.117

Abstract

Objective: This study aims to investigate the impact of Customer Relationship Management (CRM) on patient loyalty through patient satisfaction at Perkebunan Jember Clinic. In an increasingly competitive healthcare environment, understanding the factors that influence patient loyalty is crucial for hospitals striving to enhance service quality and patient retention. The research identifies CRM as a strategic approach that facilitates effective communication and relationship-building with patients, ultimately leading to higher levels of satisfaction and loyalty. Method: The study employs a quantitative methodology, utilizing surveys to gather data from patients at the clinic. Key dimensions of CRM, such as personalized communication, data management, and service quality, are examined to assess their relationship with patient satisfaction. Results: The findings reveal that effective CRM practices significantly enhance patient satisfaction, which in turn fosters loyalty. Novelty: This research contributes to the existing literature by demonstrating the importance of CRM in the healthcare sector, particularly in promoting patient engagement and loyalty. The results suggest that hospitals implementing robust CRM strategies can achieve better patient retention and improved service delivery. Ultimately, this study serves as a valuable resource for healthcare managers and policymakers aiming to optimize patient relationships and strengthen organizational performance.
THE INFLUENCE OF EXPERIENTIAL MARKETING ON SELF SERVICE CUSTOMER SATISFACTION Adabiyah, Siti Layyinatul; Rachmawati, Fitria Dwi; Fawaid, Nurul; Qomariah, Nurul
Jurnal Comparative: Ekonomi dan Bisnis Vol 6, No 1 (2024): February
Publisher : Univesitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/combis.v6i1.10898

Abstract

This research aims to determine the impact of experiential marketing on customer satisfaction at the Madinah Mart Cangkring Jember Store. The population in this study were all buyers at the Madinah Mart Cangkring Jember Store. The planned sample size in this research was determined to be 50 respondents. The independent variables from this research are sense, feel, think, act and relate. Meanwhile, the dependent variable is customer satisfaction. The data analysis that will be used in this research is descriptive analysis, analysis of validity and reliability tests, analysis of research hypothesis testing. The research is expected to produce that the variables sense (X1), feel (X2), think (X3), act (X4) and relate (X5) can provide a significant increase in customer satisfaction at the Madinah Mart Cangkring Jember Store
Co-Authors Adabiyah, Siti Layyinatul Fawaid, Nurul Nurul Qomariah