skip to main content

Faktor-Faktor yang Mempengaruhi Loyalitas Konsumen di Siloam Hospitals Kebon Jeruk dan Lippo Village

Franzeska Olivia Indra Putri  -  Departemen Manajemen, Universitas Pelita Harapan, Indonesia
*Chintya Nur  -  Departemen Manajemen, Universitas Pelita Harapan, Indonesia
Margaretha Pink Berlianto  -  Departemen Manajemen, Universitas Pelita Harapan, Indonesia

Citation Format:
Abstract

Background: Customer loyalty is a major factor for all industries, including in service industry. One of the service industries is the healthcare industry. In the healthcare industry today, there’s a change approach from paternalistic (doctor-led) to patient-centered. In patient-centered approach, the patient participates for the decision of the services they will receive. If the services matched with the patient’s needs, the patient will trust and use the services again in the future, hence, will increase patient’s loyalty. The purpose of this study was to determine the effect of service quality, customer trust, and customer value on customer loyalty at the JCI standardized Siloam Hospitals.

Method: Data collection in this study was conducted using an online questionnaire to 166 people who had visited Siloam Hospitals Kebon Jeruk and Lippo Village using simple random sampling method. Analysis using partial lease square-structural equation modeling (pls-sem) was carried out using the SmartPLS program to analyse the data.

Results: The findings from the study are that all the variables, which are service quality (interaction quality, physical environment quality, outcome quality), customer value and customer trust, have a positive relationship to customer loyalty at Siloam Hospitals Kebon Jeruk and Lippo Village.

Fulltext View|Download
Keywords: Customer Loyalty, Hospital, Service Quality, Customer Trust, Customer Value

Article Metrics:

  1. Saleky, S. R., Wen, L. C., Payangan, O. R., Jusni, & Pono, M. (2018). Identification of Customer Loyalty Determinants in Service Industry. Journal of Business and Management Sciences, 6(4), 171-178
  2. Mittal V., Kamakura W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142
  3. Osei-Frimpong, K., Asante, K., Nkrumah, M., & Owusu-Frimpong, N. (2019). Developing Customer Loyalty in Healthcare. Health Service Marketing Management in Africa, 179-198
  4. Organisation for Economic Co-operation and Development (OESD) (2021). Health care sources: Hospitals. Retrieved 9 October 2021, from https://stats.oecd.org/index.aspx?queryid=30182#
  5. Macro Trends (2021). World Death Rate 1950-2021. (2021). Retrieved 10 October 2021, from https://www.macrotrends.net/countries/WLD/world/death-rate
  6. World Health Organisation (WHO) (2021). Global Health Estimates: Life expectancy and leading causes of death and disability. Retrieved 20 October 2021, from https://www.who.int/data/gho/data/themes/mortality-and-global-health-estimates
  7. Nurhayati, H. (2020). Number of hospitals (rumah sakit umum) in Indonesia from 2015 to 2019. Retrieved 9 October 2021, from https://www.statista.com/statistics/605535/number-of-hospitals-in-indonesia/
  8. Direktorat Jenderal Kependudukan dan Pencatatan Sipil (Dukcapil) (2021). Distribusi Penduduk Indonesia Per Juni 2021: Jabar Terbanyak, Kaltara Paling Sedikit. Retrieved 3 October 2021, from https://dukcapil.kemendagri.go.id/berita/baca/809/distribusi-penduduk-indonesia-per-juni-2021-jabar-terbanyak-kaltara-paling-sedikit
  9. Joint commission international. (2017). Standar akreditasi rumah sakit. Joint commission international, 6
  10. Siloam International Hospitals (2021). Transformation focus: Maintaining quality healthcare in challenging times. Annual Report 2020. Retrieved 10 October 2021, from https://www.siloamhospitals.com/en/tentang-kami/hubungan-investor/laporan-tahunan
  11. Lewis, R.C. & Booms, B.H. (1983). "The marketing aspects of service quality" in Berry, L., Shostack, G. and Upah, G. (eds.). Emerging perspectives on services marketing: American Marketing Association Chicago
  12. Zehir, C., Sahin, A., Kitapci, H., & Ozsahin, M. (2011). The effect of brand communication and service quality in building brand loyalty through brand trust the empirical research on global brands. The Journal of Procedia and Behavioral Sciences, 24(2011), 1218-1231
  13. Afifi, I., & Amini, A. (2018). Factors Affecting Relationship Marketing In Creating Customer Loyalty In The Hospital Services Business. ASEAN Marketing Journal, 91-108
  14. Moraga, E.T., Barra, C., Parraga, A. Z. V., Farias, A. (2013) The effects of service quality on customer trust and satisfaction in internet banking. Estudios de Administracion, 20(1), 1-36
  15. Gremler, D. & Gwinner, K. (2000). Customer-employee rapport in service relationships. Journal of Service Research. 3(1), 82-84
  16. Hennig-Thurau, T. Gwinner K. & Gremler, D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3), 230-247
  17. Wijaya, A., Surachman, S., & Mugiono, M. (2020). The Effect Of Service Quality, Perceived Value And Mediating Effect Of Brand Image On Brand Trust. Jurnal Manajemen Dan Kewirausahaan, 22(1), 45-56. doi: 10.9744/jmk.22.1.45-56
  18. Shin, Y. H., & Yu, L. (2020). The Influence of Quality of Physical Environment, Food and Service on Customer Trust, Customer Satisfaction, and Loyalty and Moderating Effect of Gender: an Empirical Study on Foreigners in South Korean Restaurant. International Journal of Advanced Culture Technology, 8(3), 172–185. https://doi.org/10.17703/IJACT.2020.8.3.172
  19. Pratama, A., Furwanti, A. & Rustam, B. R. (2019) Pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan pasien rawat inap rumah sakit umum daerah selasih kab. pelalawan. Jurnal Economica, 7(2), 469-493
  20. Azizah, M. 2018. Pengaruh kepercayaan terhadap loyalitas dengan kepuasan pelanggan sebagai variabel intervening (studi kasus: service three media komputer Yogyakarta. Skripsi Program Sarjana Ekonomi Manajemen STIE Widya Wiwaha
  21. Hakim, Reza Haikal dan Idris. (2017). Analisis Faktor-Faktor yang Mempengaruhi Kepercayaan Konsumen Serta Implikasinya Terhadap Keputusan Pembelian (Studi kasus pada Go-Ride di Kota Bandung). Diponegoro Journal of Management, 6(1), 2337-3792
  22. Zhu, Y.-Q., & Chen, H.-G. (2012). Service fairness and customer satisfaction in internet banking Exploring the mediating effects of trust and customer value . Internet Research, 482-498
  23. El-Manstrly, D. (2016). Enhancing customer loyalty: critical switching cost factors. Journal of Service Management, 27(2)
  24. Sugiati, T., Thoyib, A., Hadiwidjoyo, D., & Setiawan, M. (2013). The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers). International Journal of Business and Management Invention, 2(6), 65-70
  25. Monroe, K. (2003). Pricing Making Profitable Decisions 3rd Ed. New York: McGraw-Hill
  26. Zhou, W.-J., Wan, Q.-Q., Liu, C.-Y., Feng, X.-L., & Shang, S.-M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 442-449
  27. Sumaedi, S., Yuda Bakti, I., Rakhmawati, T., Astrini, N., Tri, W., & Yarmen, M. (2014). The empirical study on patient loyalty The role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia). Clinical Governance: An International Journal, 269-283
  28. Kotler, P., & Keller, K. L. (2016). Marketing Management. 15th Edition. USA: Pearson
  29. Ghozali, I., & Latan, H. (2015). Partial least squares: Konsep, teknik, dan aplikasi menggunakan program smart PLS 3.0 (2nd ed.). Universitas Diponegoro Semarang
  30. Auh, S. (2005). The Effects of Soft and Hard Service Attribute on Loyalty: The Mediating Role or Trust. Journal of Service Marketing, 19(2), 81-92
  31. Ioannou, M. & Melanthiou, Y. (2015). The Effect of Interaction Quality on Trust, Loyalty and Cross-Selling. International Economics Letters. 4. 1-14
  32. Lien, C. H., Wu, J. J. & Chen, Ying-Hueih & Wang, Chang-Jhan. (2014). Trust transfer and the effect of service quality on trust in the healthcare industry. Managing Service Quality. European Journal Marketing, 24(4)
  33. Zarei, E., Daneshkohan, A., Khabiri, R., & Arab, M. (2014). The Effect of Hospital Service Quality on Patient’s Trust. Iranian Red Crescent medical journal, 17(1), e17505
  34. Kiang, Y.-J. (2017). An Empirical Study of Customer Value, Customer Trust and Customer Loyalty Based on e-Commerce . International Journal of Social Science and Humanity, 65-71
  35. Molinillo, S., Go ́mez-Ortiz, B., Pe ́rez-Aranda, J., & Navarro-Garc ́ıa, A. (2017). Building Customer Loyalty: The Effect of Experiential State, the Value of Shopping, and Trust and Perceived Value of Service on Online Clothes Shopping. Clothing and Textiles Research Journal, 1-16
  36. Hoang, D. P. (2019). The central role of customer dialogue and trust in gaining bank loyalty: an extended SWICS model. International Journal of Bank Marketing
  37. Ramli, A. H., & Sjahruddin, H. (2015). Building Patient Loyalty in Healthcare Services. International Review of Management and Business Research, 391-401

Last update:

No citation recorded.

Last update: 2024-03-04 11:22:24

No citation recorded.