Membangun Customer Satisfaction Melalui Service Quality Dan Customer Trust Di Ruang Rawat Inap Amarilis 2 RSUD Tugurejo Semarang
DOI:
https://doi.org/10.55606/makreju.v2i1.2779Keywords:
Service Quality, Customer Trust, Customer SatisfactionAbstract
This study aims to measure the model of achieving customer satisfaction through service quality and influenced by customer trust. Data collected from 100 inpatients of Amarilis 2 room of RSUD Tugurejo Semarang. processed using Structural Equation Model-Partial Least Square (SEM-PLS) modeling technique. The results showed that service quality positively and significantly affects customer trust of inpatients of Amarilis 2 room of RSUD Tugurejo Semarang. Customer trust and service quality variables have a significant positive effect on customer satisfaction of inpatients of Amarilis 2 room at Tugurejo Semarang Hospital. This research contributes to the management of Amarilis 2 room of Tugurejo Hospital Semarang by providing appropriate strategies to understand customer satisfaction of inpatients of Amarilis 2 room of Tugurejo Hospital Semarang. This strategy is then expected to boost the increase of customer satisfaction of inpatients of Amarilis 2 room of RSUD Tugurejo Semarang. The novelty of this study lies in the fact that it is the first to empirically use the service quality model through excellent service by integrating customer trust to analyze customer satisfaction of inpatients of Amarilis 2 room of RSUD Tugurejo Semarang.
References
Anderson, R. and Srinivasan, S. (2003), “E-satisfaction and e-loyalty: a contingency framework”, Psychology and Marketing, Vol. 20 No. 2, pp. 123-38
Arifin, Mokhammad. 2013. Tingkat Kepuasan Pasien Rawat Inap Terhadap
Pelayanan Keperawatan. STIKES Muhammadiyah Pekajangan Pekalongan.
Kusnanto, E. (2022). Performance Measurement Based on Balance Scorecard Perspective of Sustainable Leadership, Corporate Governance and Human Capital in Banking Industry. International Journal of Contemporary Accounting, 4(1), 41-58.
Yulianti, G. G. ayu utari.(2022). Analisis Kinerja Keuangan Terhadap Nilai Perusahaan Pada Perusahaan Manufaktur Sektor Farmasi Yang Terdaftar Di Bursa Efek Indonesia. Jurnal Ekonomika, 6(2), 386-403.
Chaidir, M., & Yulia, A. (2022). Pengaruh Tax Avoidance, Profitablitas dan Debt to Equity Ratio Terhadap Nilai Perusahaan. Ekonomika, 6(2), 404-23.
Yulianti, G., Chaidir, M., & Permana, N. (2022). The Influence of Entrepreneurship Education and Industrial Work Practices on Interest in Entrepreneurship in State Vocational High School Students in the Central Jakarta Region. Jurnal Ad’ministrare, 9(2), 729.
Hadi, S., & Dense, A. (2022). “Strategi Media Relations dan Kaitannya dengan Citra Perusahaan” (Studi Kasus Proses Transformasi OT Grup). Jurnal Visi Komunikasi, 21(01), 71-89. doi:http://dx.doi.org/10.22441/visikom.v21i01.15373
Benardi, B., Chaidir, M., & Setyowati, A. (2021). Pengaruh Mata Pelajaran Kewirausahaan dan Lingkungan Pergaulan terhadap Motivasi Berwirausaha Siswa SMKS Al-Hamidiyah. Edukatif: Jurnal Ilmu Pendidikan, 3(6), 4881-4888.
Sugiharti, T., Ruslaini, R., & Kasih, E. (2021). The Influence of Principal Leadership, PE Teacher Professional Competence and Teacher Workload toward Sports Achievement in Dieng. Jurnal Manajemen Bisnis, 8(2), 205–213. https://doi.org/10.33096/jmb.v8i2.87
Kumandang, C., & Hendriyeni, N. S. (2021). Do awarded companies have fewer earnings management practices?. In Contemporary Research on Business and Management (pp. 25-28). CRC Press.
Kumandang, C., & Hendriyeni, N. (2021). Corporate Social Responsibility, Corporate Governance dan Manajemen Laba pada Perusahaan Manufaktur di Indonesia Tahun 2015-2019. Journal of Management and Business Review, 18(2), 193-208. https://doi.org/10.34149/jmbr.v18i2.273
Benardi, B. (2022). Milga.(2022). Analisis Pengaruh Activity ratio, Firm growth, Firm growth Terhadap Financial distress. Jurnal Ekonomika, 6(2), 371-385.
Amelia, Y., Permana, N., & Savitri, S. A. (2022). Pengaruh Keadilan Pajak, Sistem Pajak, Dan Love Of Money Terhadap Persepsi Mahasiswa Mengenai Penggelapan Pajak (Tax Evasion). Jurnal Ekonomika, 6(2), 440-455.
Rizal, M., & Gulo, F. (2022). Analisis Pengaruh Insentif Pajak PPh 21, Tingkat Pendapatan Dan Sanksi Pajak Terhadap Kepatuhan Wajib Pajak Orang Pribadi. Jurnal Ekonomika, 6(2), 424-439.
Kusnanto, E., Permana, N., & Yulianti, G. (2022). Pengaruh Intellectual Capital, Institusional Ownership, dan Profitabilitas terhadap Financial Awareness dengan Cash Flow Volatility sebagai Variabel Intervening. Jurnal Ilmiah Akuntansi Dan Humanika, 12(1), 307-323.
Hadi, S., & Dense, A. (2022). “Strategi Media Relations dan Kaitannya dengan Citra Perusahaan” (Studi Kasus Proses Transformasi OT Grup). Jurnal Visi Komunikasi, 21(01), 71-89. doi:http://dx.doi.org/10.22441/visikom.v21i01.15373
Santoso, S., Qalbia, F., & Benardi, B. (2023). Dampak Pandemi Covid 19 Terhadap Kinerja Keuangan Bank Umum di Indonesia. ASSET: Jurnal Manajemen dan Bisnis, 6(1). doi:https://doi.org/10.24269/asset.v6i1.7133
Patricia, M. C. (2023). Sustainable Retail Financing in Turbulent and Difficult Market Conditions: A Dynamic Capability Perspective. Journal of Management and Entrepreneurship Research, 4(1), 17-29. https://doi.org/10.34001/jmer.2023.6.04.1-35
Jurnal Ilmiah Kesehatan (JIK) Vol V, No 2, September 2013 ISSN 1978-
Bansal, H., McDougall, G., Dikolli, S. and Sedatole, K. (2004), “Relating e-satisfaction to behavioral outcomes”, Journal of Services Marketing, Vol. 18 No. 4, pp. 290-302
Calisir, F, Bayraktaroglu, A.E., Gumussoy, C.A., & Kaya, B. (2014). Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types. International Journal Advanced Operations Management, 309-323
Che-hui Lien Jyh-Jeng Wu Ying-Hueih Chen Chang-Jhan Wang , (2014),"Trust transfer and the effect of service quality on trust in the healthcare industry", Managing Service Quality, Vol. 24 Iss 4 pp. 399 – 416. http://dx.doi.org/10.1108/MSQ-11-2013-0255
Cox, J. and Dale, B. (2001), “Service quality and e-commerce: an exploratory analyses
Cristobal, E., Flavian, C. and Guinaliu, M. (2007), “Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty”, Managing Service Quality, Vol. 17 No. 3, pp. 317-40.
Croots, J., & Magnini, V. (2011). The Customer delight construct: is surprise an essential component. Annals of Tourism Research. 719-722
Fornell, C., & Larcker, D. F. (1981) ‘Evaluating structural equation models with unobservable variables and measurement error’, Journal of Marketing Research, Vol. 18, pp. 39–50.
Grabner-Kraeuter, S. (2002), “The role of consumers’ trust in online-shopping”, Journal of Business Ethics, Vol. 39 Nos 1/2, pp. 43-50
Gremler, D.D. and Gwinner, K.P. (2000), “Customer-employee rapport in service relationships”, Journal of Service Research, Vol. 3 No. 1, pp. 82-104.
Grönroos, C. (2001), “The perceived service quality concept – a mistake?”, Managing Service Quality, Vol. 11 No. 3, pp. 150-152
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017) ‘A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.)’. Sage publications, Los Angeles.
Hayford Amegbe, Charles Hanu, Farouq Mensah, "Achieving service quality and students loyalty through intimacy and trust of employees of universities. A test case of Kenyan universities", International Journal of Educational Management. https:// doi.org/10.1108/IJEM-09-2017-0251
Karin Boonlertvanich, (2019) "Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status", International Journal of Bank Marketing, Vol. 37 Issue: 1, pp.278-302, https://doi.org/10.1108/IJBM-02-2018-0021
Kitapci, O, Akdogan, C., & Dortyol, I.T. (2014). The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Social and Behavioural Science, 161-169
Liu, C.T., Guo, Y.M. and Lee, C.H. (2011), “The effects of relationship quality and switching barriers on customer loyalty”, International Journal of Information Management, Vol. 31 No. 1, pp. 71-79
Long, M. and McMellon, C. (2004), “Exploring the determinants of retail service quality on the internet”, Journal of Services Marketing, Vol. 18 No. 1, pp. 78-90.
Moorman, C., Deshpande, R. and Zaltman, G. (1993), “Factors affecting trust in market research relationships”, Journal of Marketing, Vol. 57 No. 1, pp. 81-101.
Morgan, R. and Hunt, S. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38
Muslim Amin Sajad Rezaei Maryam Abolghasemi , (2014),"User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust", Nankai Business Review International, Vol. 5 Iss 3 pp. 258 – 274. http://dx.doi.org/10.1108/NBRI-01-2014-0005
Mohd-Any, A. A., Mutum, D. S., Ghazali, E. M., & Mohamed-Zulkifli, L. (2019). To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers. Journal of Service Theory and Practice, 29(5/6), 661-690.
Orth, U.R. and Green, M.T. (2009), “Consumer loyalty to family versus non-family business: the roles of store image, trust and satisfaction”, Journal of Retailing and Consumer Services, Vol. 16 No. 4, pp. 248-259
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, Vol. 49, p. 41-50.
Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “ES-QUAL: A multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233 pp. 41-57.
Puji, P. (2016). Hubungan kepuasan Pasien Pengguna BPJS Terhadap Kualitas Kepuasan Pelayanan Kesehatan di Puskesmas Nagrak Sukabumi
Rauyruen, P. and Miller, K.E. (2006), “Relationship quality as a predictor of B2B customer loyalty”, Journal of Business Research, Vol. 60 No. 1, pp. 21-31.
Ramya, N, Kowsalya, A. Dharanipriya, K. (2019). Service Quality and its Dimensions. EPRA International Journal of Research an Development(IJRD), Vol.4, issue 2. p. 38.
Sangadji, Etta Mamang dan Sopiah. 2013. Perilaku Konsumen. Yogyakarta: CV.
Andi Offset
Santos, J. (2003), “E-service quality: a model of virtual service quality dimensions”, Managing Service Quality, Vol. 13 No. 3, pp. 233-46
Schurr, P.H. and Ozanne, J.L. (1985), “Influence on exchange processes: buyers’ preconceptions of a seller’s trustworthiness and bargaining toughness”, Journal of Consumer Research, Vol. 11 No. 4, pp. 939-953.
Seyed Shahin Sharifi Mohammad Rahim Esfidani , (2014),"The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty", International Journal of Retail & Distribution Management, Vol. 42 Iss 6 pp. 553 – 575. http://dx.doi.org/10.1108/IJRDM-05-2013-0109
Sukanya Kundu Saroj Kumar Datta , (2015),"Impact of trust on the relationship of e-service quality and customer satisfaction", EuroMed Journal of Business, Vol. 10 Iss 1 pp. 21 – 46. http://dx.doi.org/10.1108/EMJB-10-2013-0053
Tjiptono, Fandy. 2008. Strategi Pemasaran. Yogyakarta: CV. Andi Offset.
Tjiptono, Fandy. 2014. Pemasaran Jasa. Yogyakarta: CV. Andi Offset
