PENGARUH LOKASI, HARGA DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PASIEN RUMAH SAKIT SILOAM LIPPO VILLAGE
Abstract
Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh lokasi, harga, dan kualitas pelayanan terhadap loyalitas pelanggan. Data dikumpulkan sebanyak 155 responden dengan menggunakan survei. Data primer didapatkan peneliti melalui penyebaran kuesioner secara daring dan langsung di Rumah Sakit Lippo Village dengan menggunakan google form. Adapun yang menjadi responden adalah pasien yang sudah pernah berobat di Rumah Sakit Lippo Village. Pengambilan sampel menggunakan teknik purposive sampling. Peneliti menggunakan pendekatan Structural Equation Modelling (SEM) dengan menggunakan software smart PLS (Partial Least Square) versi 3.2.9. Hasil penelitian menunjukkan bahwa lokasi memiliki pengaruh positif dan tidak signifikan terhadap loyalitas pelanggan, harga memiliki pengaruh signifikan dan positif terhadap loyalitas pelanggan, kualitas pelayanan memiliki pengaruh signifikan terhadap loyalitas pelanggan.
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Tuffahati, K., & Achmadi, H. (2023). The Influence of Service Quality and Location on Patient Loyalty at Trisakti Dental Hospital Mediated by Patient Satisfaction. Jurnal Ekonomi, 12(4).
Zeithaml, V., Bitner, M., Gremler, D., & Mende, M. (2024). Service Marketing: Integrating Customer Focus Across the Firm (8th ed., Vol. 1). McGraw Hill.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Assegaff, S., & Pranoto, S. (2020). Price Determines Customer Loyalty in Ride-Hailing Services. American Journal of Humanities and Social Sciences Research , 4(3), 453–463.
Astarini, Y., & Fachrodji, A. (2024). The Effect of Promotion, Quality of Service and Price on Patient Loyalty with Patient Satisfaction as Mediation (Outpatient at Premier Bintaro Hospital). International Journal of Social and Management Studies, 4(2), 37–45.
BPS Statistics Indonesia. (2024). Percentage of Population Who Had Health Complaints within the Last Month by Province (Percent), 2021-2023.
Fitri, A., Najmah, N., & Ainy, A. (2016). Hubungan Kualitas Pelayanan dengan Loyalitas Pasien di Instalasi Rawat Jalan Rumah Sakit Khusus Mata Provinsi Sumatera Selatan. Jurnal Ilmu Kesehatan Masyarakat, 7(1).
Hana Khairun Nisa, & Dela Aristi. (2023). Faktor-Faktor yang Berhubungan dengan Loyalitas Pasien Rawat Jalan di Rumah Sakit. Jurnal Semesta Sehat (J-Mestahat), 3(1), 31–45. https://doi.org/10.58185/j-mestahat.v3i1.102
Huriati, H., Shalahuddin, S., Hidayah, N., Suaib, S., & Arfah, A. (2022). Quality of service for patient safety in hospitals. Forum Ekonomi, 24(1), 186–194.
Katoni, J., & Sijabat, R. (2023). Analisis Pengaruh Brand Image, Price dan Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pasien Rumah Sakit Siloam Lippo Village. Widya Cipta: Jurnal Sekretari Dan Manajemen, 7(2), 132–144. https://doi.org/10.31294/widyacipta.v7i2.15781
Kristanti, D., Budiarto, W., & Wibowo, N. M. (2019). PENGARUH KUALITAS PELAYANAN DAN AKSESBILITAS TERHADAP LOYALITAS PASIEN DI RUANG CEMPAKA RUMAH SAKIT MITRA KELUARGA SURABAYA. Jurnal Manajerial Bisnis, 3(1), 36–48. https://doi.org/10.37504/jmb.v3i1.355
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Munawaroh, N., & Widuri, T. (2022). Understanding Customer Loyalty Through Customer Satisfaction (The Case of Coffee Shop Industry in Kediri City). Journal of Management and Business, 5(1), 698–710.
Nasrulsyah, C., Asyura, F., Hasan, K., Maulidani, & Sofia, M. (2020). Analisis SWOT dalam Mengatasi Kelemahan dan Kekurangan Rumah Sakit Siloam. Majalah Kesehatan Masyarakat Aceh, 3(3), 295–305.
Prakoeswa, C. R. S., Hidayah, N., & Dewi, A. (2022). A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia. Open Access Macedonian Journal of Medical Sciences, 10(F), 655–664. https://doi.org/10.3889/oamjms.2022.10100
Puspita, L., Sasmita, E., & Bidasari. (2020). Pengaruh Lokasi, Citra Rumah Sakit dan Kualitas Pelayanan terhadap Keputusan Memilih RSUD Pasar Minggu. Jurnal IKRAITH-EKONOMIKA, 3(2).
Putri, M. R., Ruswanti, E., & Ramadhan, Y. (2024). The Influence of Service Quality, Price Fairness, Physical Environment on Patient Loyalty with Patient Experience as an Intervening Variable at Nuraida Hospital. Formosa Journal of Science and Technology, 3(3), 475–490. https://doi.org/10.55927/fjst.v3i3.8417
Robustin, T. P., & Hariyana, N. (2024). Creating Satisfaction and Loyalty with Service Encounter and Servicescape at Balung Hospital Jember Regency. Jurnal Manajemen Pelayanan Publik, 8(1), 157–169. https://doi.org/10.24198/jmpp.v8i1.51475
Satrianegara, F., Azis, J., & Rusmin, M. (2020). Faktor-faktor yang Berhubungan dengan Minat Kunjungan Ulang Pelayanan Antenatal di Poliklinik Kebidanan RSUD Syekh Yusuf Kab. Gowa. Jurnal Kesehatan, 13(1), 17–34.
Tuffahati, K., & Achmadi, H. (2023). The Influence of Service Quality and Location on Patient Loyalty at Trisakti Dental Hospital Mediated by Patient Satisfaction. Jurnal Ekonomi, 12(4).
Zeithaml, V., Bitner, M., Gremler, D., & Mende, M. (2024). Service Marketing: Integrating Customer Focus Across the Firm (8th ed., Vol. 1). McGraw Hill.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2024-12-31
How to Cite
Silvia, S., Subianto, T. A., Hidayat, S. P., & Jaya, N. M. A. N. (2024). PENGARUH LOKASI, HARGA DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PASIEN RUMAH SAKIT SILOAM LIPPO VILLAGE. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(3), 3124-3139. https://doi.org/10.31955/mea.v8i3.4855
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