PENGARUH KUALITAS LAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Klinik dr. Sumakto, Sp. A(K) di Malang)
Service quality is crucial to the service providers to maintain markets in the long run. Good service quality will earn customers’ positive feedback. This research is conducted to find out and explain whether there a significant correlation between service quality, customers’ value, customers’...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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University of Brawijaya
2016-01-01
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| Series: | Profit: Jurnal Administrasi Bisnis |
| Subjects: | |
| Online Access: | https://profit.ub.ac.id/index.php/profit/article/view/631 |
| Summary: | Service quality is crucial to the service providers to maintain markets in the long run. Good service quality will earn customers’ positive feedback. This research is conducted to find out and explain whether there a significant correlation between service quality, customers’ value, customers’ satisfaction and customers’ loyalty.  This  research  utilizes  Partial Least  Square  (PLS) technic analysis combined with hypothesis testing to examine the effect of the treatment to the determined variables. This research uses explanatory research with 60 sampel in health pediatric clinic Malang. Sampling technique used probability sampling with sistematic sampling approaching. The findings of the research indicate that service quality retains a significant effect to the customers’ value, customers’ satisfaction and customers’ loyality. The customers’  value  correlates  significantly to the  customers’ satisfaction and customers’ loyality. The customers’ satisfaction correlates not significantly to the customers’ loyalty. Key words: services quality, customers’ value, satisfaction, customers’ loyalty, health pediatric clinic.Keywords: service quality, customer value, satisfaction, customer loyalty and child health clinics.ABSTRAKKualitas layanan merupakan kunci utama bagi suatu instansi jasa untuk mempertahankan pasar dalam  jangka waktu  yang  panjang.  Kualitas layanan yang baik akan memberikan suatu nilai yang baik pula bagi pelanggan. Tujuan penelitian ini untuk mengetahui dan menjelaskan pengaruh signifikan kualitas layanan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini menggunakan teknik analisis Partial Least Square (PLS) disertai dengan pengujian hipotesis untuk mengetahui pengaruh signifikan terhadap variabel  penelitian  yang  telah  ditentukan.  Penelitian  menggunakan  jenis penelitian eksplanatori dengan sampel sebanyak 60 orang pada salah satu klinik kesehatan anak di kota Malang. Teknik pengambilan sampel menggunakan probabilty sampling dengan pendekatan sistematic sampling. Hasil penelitian menunjukkan kualitas layanan berpengaruh signifikan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Nilai pelanggan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Kepuasan pelanggan berpengaruh tidak signifikan terhadap loyalitas pelanggan.Kata kunci : kualitas layanan, nilai pelanggan, kepuasan, loyalitas pelanggan dan klinik kesehatan anak. |
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| ISSN: | 1978-743X 2338-4654 |