Pengaruh Pelayanan Prima dan Customer Relationship Management terhadap Loyalitas Pasien yang dimediasi oleh Kepuasan dan Kepercayaan

Authors

  • I Gede Suasnawa Universitas Pendidikan Nasional
  • A.A.N. Eddy Supriyadinata Gorda Universitas Pendidikan Nasional

DOI:

https://doi.org/10.38043/jmb.v14i1.332

Keywords:

Service Excellent, Customer Relationship Management, Customer Satisfaction, Trust, Customer Loyalty

Abstract

ABSTRACT

The study aims to examine Influence in Service Excellence, Customer Relationship Management (CRM) mediated by Patient Satisfaction, Trust to Loyalty in Bali Royal Hospital. This research is an explanatory, using a causal approach. The location of this research is in Bali Royal Hospital. The sampling technique is an incidental sampling with patient criteria who visit Bali Royal Hospital more than twice in the age of 17-65 years and are able to interact, so that the number of samples used in this study amounted to 135 respondents. The data analysis that was used in this study was the CB-SEM (Covariance-Based Structural Equation Modeling). The results of this study are excellent service have positive effect on patient satisfaction and confidence in Bali Royal Hospital. Variable Customer Relationship Management (CRM) has positive effect on patient satisfaction and confidence in General Hospital Bali Royal. Additionally, satisfaction and confidence effect positively on patients' trust in Bali Royal Hospital. The advice that is given to the Hospital Management is further optimize the role of management in terms of operational oversight hospital. Suggested to the other researchers to further examine the factors that influence patient’s loyalty with different variables and indicators which are not contained in this research.

References

Artawijaya, I.G.P.A., and Darma, G.S. (2015). Evaluation The Effectivity of Performance Management Online System to Improving The Employees Performance, Jurnal Manajemen & Bisnis, 12 (2): 73-89.

Adnyana, R., and Darma, G.S. (2015). Strategi Marketing Mix, Yield Management, Customer Satisfaction and Occupancy Rate, Jurnal Manajemen & Bisnis, 12 (1): 92-115.

Angka, A.T., and Darma, G.S. (2016). The Impact of Leadership Style on Employee’s Satisfaction, Jurnal Manajemen & Bisnis, 13 (1): 78-91.

Akbar, M.M., and Parvez, N (2009). Impact of Services Quality, Trust, and Customer Satisfaction on Customer Loyalty, ABAC Journal, 29 (1): 24-38.Tehran Teaching Hospitals, Iran. Journal of Quality Management in Health Care, 12 (3): 187-191.

Ali, H. (2013). Marketing dan Kasus - Kasus Pilihan . Yogyakarta: CAPS (Center For Academic Publishing Service.

Anggraeni, S. (2012). Pengaruh E-Service Quality terhadap Kepuasan dan Loyalitas Pelanggan (Kasus Pada Pengguna Internet Banking di Commonwealth Bank Cabang Seminyak Bali), Tesis, Program Studi Magister Manajemen Universitas Udayana, Denpasar.

Atep, A. B. (2003). Dasar- Dasar Pelayanan Prima. Jakarta: Elex Media Kompetindo.

Azis, et al. (2013). Using ‘Service Excellence’ (SE) – The KPJ Way Program To Improve Customer Satisfaction and Enhancing Business Growth. IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668, 13(1) : 61-66.

Arlan, T.R. (2006). Brand Trust Dalam Konteks Loyalitas Merek: Peran Karakteristik Merek, Karakteristik Perusahaan, dan Karakteristik Hubungan Pelanggan-Merek, Jurnal Manajermen, 6 (1).

Afaq, U.M. (2016). Pengaruh Komunikasi Interpersonal Tenaga Kesehatan Terhadap Kepuasan Pasien Dengan Kepercayaan Sebagai Variabel Intervening. Jurnal Ilmu Manajemen, 4 (2). Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Surabaya.

Alif. M.G., and Harahap,Y.D. (2013). Komunikasi Interpersonal Dan Fasilitas Kesehatan: Pengaruhnya Terhadap Kepercayaan, Loyalitas Dan WOM Rumah Sakit, Journal of Business and Entrepreneurship, 1 (3). ISSN: 2302-4119.

Assem, M.H.F.V.D. (2002). Building people and organisational excellence: the Start service excellence program, Managing Service Quality: An International Journal, 12 (3) :139 – 145.

Bettencourt, L. A. (2012), Achieving Service Excellence in Real Estate: The Fundamental Tenets. Keller Center Research Report is a Trademark owned by Baylor University.

Bowen, J.T., and Shiang-Lih C. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction, International Journal of Contemporary Hospitality Management, 13 (5): 213-217.

Buttle, F. (2006). Customer Relationship Management: Concept and Tools. Butterworth-Heinemann.

Buttle, F.(2007) Custumer Relationship Management (Manajemen Hubungan Pelanggan). Jakarta : Bayumedia.

Bartl, M.G.A.G.C. (2012). Service excellence models: a critical discussion and comparison, Managing Service Quality, An International Journal, 22 (5): 447 – 464.

Chumpitaz, R., and Paparoidamis, N. (2005). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty, Journal of Commerce.

Darma, G.S., and Lo, B.W.N. (1998). Information Technology and Organisational Perfomance: A Survey of the Hospitality Industry. Australia: School of Multimedia and Information Technology Southern Cross University.

Darma, G.S. (1999). Information Technology and Organisational Performance: A Study of the Hospital Industry, Southern Cross University, Lismore New South Wales Australia.

Darma, G.S. (2004). Improving the Aligment of Business and Information Strategies, Jurnal Ekonomi & Bisnis, 16 (1): 1-28.

Darma, G.S. (2004). Qualitative and Quantitative Data in Management Research: A Study of the Banking Industry, Jurnal Ekonomi & Bisnis, 16 (2): 107-118.

Darma, G.S. (2005). Teknologi Informasi, Kepuasan User, Kinerja User dan Kinerja Hotel di Bali, Jurnal Ekonomi & Bisnis, 17 (2): 93-102.

Darma, G.S. (2005). Managing Information to Greater Efficiency and Profit, Jurnal Ekonomi & Bisnis, 17 (1): 1-10.

Dasha S.K., and Pandab A.K. (2010). Managing Customer Relationships In Private Health Care – a Study with Reference to Greater Noida City of Utar Pradesh Serbia, Journal Management. 6 (1): 27-42.

Deddy R.(2014). Analisis Pengaruh Kualitas Layanan, Harga, Kepercayaan, Citra Perusahaan, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan : (Studi Pada Pelanggan Telkom Speedy Di Palangka Raya), Jurnal Wawasan Manajemen, 2 (3).

Desy, M. 2015. Peran pelayanan prima (service excellence) terhadap kepercayaan (trust) nasabah di PT Bank Syariah Mandiri Cabang Malang, Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

Dewi, C.R., and Darma, G.S. (2014). Website Usability, Satisfaction, Loyalty, Security Perception, Trust, and Word of Mouth in e-Commerce Business, Jurnal Manajemen & Bisnis, 11 (2): 1-30.

Erna W., Winarti,C.E., and Prihandini, D. (2013). Analisis Pengaruh Pelayanan Prima, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Tabungan PT. Bank Mandiri (Persero) Tbk. Di Jakarta Pusat.

Fandy, T. (2004). Manajemen Jasa Edisi Pertama. Yogyakarta: Andi Offest.

Feliks, A.B.K.P., and Panjaitan, H. (2014). Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction, International Journal of Evaluation and Research in Education (IJERE), 3 (3): 142-151: ISSN: 2252-8822.

Ferdinand, A. (2014). Structural Equation Modelling dalam Penelitian Manajemen. Semarang: Seri Pustaka Kunci.

Garbarino and Johnson. (1999). The Different Roles Of Satisfaction, Trust, and Commitment in Customer relationships, Jurnal of marketing, 63: 70-78.

Hadyan, Z. 2015. Pengaruh Customer Relationship Marketing, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Pelanggan (Studi Kasus Pada Natasha Skin Care Di Kudus). UDiNus Repositor.

Ishak, A., Luthfi, Z. (2011). Pengaruh Kepuasan Dan Kepercayaan Konsumen Terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs, Jurnal Siasat Bisnis, 15 (1): 56-66.

Ibrahim,S.B., Hamid.,A.A., Babiker.,B., Ali, A.Y.S/ 2015. Customer Relationship Management Quality and Customer Loyalty: Evidence from Sudanese Bank Customers, Academic Research International, 6 (1).

Jyh-Shen Chiou. (2004). The antecedents of consumers’ loyalty toward Internet Service Providers, ELSEVIER: Information & Management, 4 (6): 685–695.

Konsep dan Aplikasi. Jogjakarta : Arruzz Media.

KOÇOĞLU, Prof. Dr. D. (2012). Customer Relationship Management And Customer Loyalty; A Survey In The Sector Of Bankin, International Journal of Business and Social Science, 3 (3).

Kotler., and Keller. (2009). Manajemen Pemasaran. Jilid I. Edisi ke 13. Jakarta: Erlangga.

Kotler, P., and Armstrong.G.(2003). Dasar-dasar Pemasaran, Edisi kesembilan Jilid satu, Jakarta: PT. Indeks kelompok Gramedia.

Lombard, M. R., and Plessis, L. (2012). Customer relationship management (CRM) in a South African service environment: An exploratory study, African Journal of Marketing Management, 4 (4): 152-165.

Lo, B., and Darma, G.S. (2000). Employee Perception of the Impact of Information Technology Investment in Organisations: A Survey of the Hotel Industry, Australasian Journal of Information Systems, 7 (2): 32-51.

Lovelock, C.H., and Wright, L.K. (2007). Manajemen Pemasaran Jasa. Edisi Bahasa Indonesia. Jakarta: PT Indeks.

Maddy, K. (2009). Hakikat dan Pengertian Pelayanan Prima. Jakarta: Chama Digit.

Nesia, A., and Darma, G.S. (2015). Diversification Analyzes The Concept Of Branding And Promotion to Company Performance, Jurnal Manajemen & Bisnis, 12 (2): 125-171.

Permanasari, I.A.S., and Darma, G.S. (2013). Pengaruh Penggunaan Internet Banking Terhadap Rasa Aman, Rasa Percaya Dan Loyalitas Nasabah Dalam Meningkatkan Saldo Bank, Jurnal Manajemen dan Bisnis, 10 (1): 186-204.

Palitati, A. (2007). Pengaruh Nilai Pelanggan, Kepuasan Terhadap Loyalitas Nasabah Tabungan Perbankan di Sulawesi Selatan, Journal Manajemen dan Kewirausahaan, 9 (1) : 73-81.

Robert M.M., and Hunt, S.D. (1994). The commitment-trust theory of relationship marketing, Journal of Marketing, (58): 20-38.

Rahmayanty, N. (2013). Manajemen Pelayanan Prima. Yogyakarta : Graha Ilmu.

Rahmat., H. (2013). Analisis Pengaruh Servqual, Kepuasan Dan Kepercayaan Terhadap Loyalitas Nasabah Penguna Layanan Internet Banking Dengan Menggunakan Metode Structural Equation Modelling (Studi Kasus : Bank X), Jurnal Sains Dan Seni ITS, 2 (2).

Rivita, S. Pengaruh Kepercayaan Dan Kepuasan Atas Pengembangan Produk Terhadap Loyalitas Pelanggan Sepeda Motor Honda Vario Techno Di Kabupaten Pasaman Barat, Jurnal Manajemen, 2 (01).

Ryan Felix., et.al. (2016). Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Tivoli Club House Sidoarjo Dengan Kepuasan Pelanggan Sebagai Variabel Perantara, Manajemen Perhotelan, Universitas Kristen Petra, Surabaya, Indonesia

Samsudin Wahab, S., Elias, J., Al-Momani.,K., and Nor Azila Mohd Noor,N.A., (2011). The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services, IPEDR, 12.

Sangadji., and Sopiah, (2013). Perilaku Konsumen. Pendekatan Praktis Disertai Himpunan Jurnal Penelitian. Yogyakarta: CV Andi Offset.

Setiawan. (2011). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rumah Sakit Hasan Sadikin,7 (1).

Sari, H.K. (2009). Efektifitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang), Jurnal Ilmu Komunikasi, 6 (2).

Singh, H. (2006). The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention, UTCI Working Paper, WP-06-06.

Sutrisno. (2015). Pengaruh Kualitas Layanan, dan Customer Relationship Management Terhadap Kepuasan Pasien dan Loyalitas Pasien di Rumah Sakit Tingkat II Tentara Nasional Indonesia, Jurnal Ilmu Ekonomi & Manajemen, 2 (2): 27 – 41.

Sutrisno. (2016). The Influence of Service Quality, and Customer Relationship Management (CRM) Of Patient Satisfaction, Brand Image, Trust, and Patient Loyalty on Indonesian National Army Level II Hospitals, International Journal of Business and Management Invention ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X, 5 (5): 30-44.

Widiastra, I.K., and Darma, G.S. (2015). Komitmen, Kepuasan Kerja, Organizational Citizenship Behavior dan Kinerja Pegawai Kontrak, Jurnal Manajemen & Bisnis, 12 (2): 214-241.

Downloads

Published

2017-02-28

How to Cite

Suasnawa, I. G., & Eddy Supriyadinata Gorda, A. (2017). Pengaruh Pelayanan Prima dan Customer Relationship Management terhadap Loyalitas Pasien yang dimediasi oleh Kepuasan dan Kepercayaan. Jurnal Manajemen Bisnis, 14(1), 56-74. https://doi.org/10.38043/jmb.v14i1.332

Issue

Section

Articles