The Influence of Service Quality and Image on Outpatient Loyalty at Yos Sudarso Hospital, Padang
DOI:
https://doi.org/10.38035/gijtm.v1i1.19Keywords:
Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Image, LoyaltyAbstract
This study aims to analyze (1) the effect of service quality on patient loyalty at Yos Sudarso Padang Hospital , (2) the effect of service quality through image on patient loyalty at Yos Sudarso Padang Hospital, (3) the effect of image on patient loyalty at Yos Hospital sudarso padang. This research was a caseative study. The population in this study were patients who had been treated at Yos Sudarso Hospital, Padang. Sampling used the Accidental Sampling method. instrument testing was carried out by testing the validity and reliability tests, data analysis using path analysis. The results showed that (1) service quality had a significant effect on the image of Yos Sudarso Padang Hospital, (2) service quality had a significant effect on patient loyalty at Yos Sudarso Padang Hospital, (3) image had a significant effect on patient loyalty on Yos Sudarso Padang Hospital.
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Andreassen & Lindestad 1998 entitled Customer Loyalty and Complex Services: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers With Varying Degress of Service Expertise. International Journal Of Public Sector Management, Vol 7, No. 2, p.16-34
Arikunto, Suharsimi. 2002. Research Procedures . Fourth Revised Edition. Jakarta: Copyright Publishers.
Barnes, James G. 2003. Secret Of CRM. Yogyakarta. Andi
Ferdinand, A. 2006, Structural Equation Modeling in Management Research, Application of Complicated Models in Research for Master's Thesis and Doctoral Dissertation. UNDIP Faculty of Economics, Semarang.
Fornel. C. 1992. A national customer satisfaction , journal of marketing, vol. 56
Ghozali, Akt. 2005. Application of Multivariate Analysis with the SPSS Program . Semarang : BP Diponegoro University
Gregory Chandra. 2005. Service, Quality & Satisfaction . Yogyakarta
Griffin, Jill. 2005. Customer Loyalty. Jakarta: Erlangga.
Gronroos, 1990, A Service Quality model and its marketing implications, European journal of marketing.
Idris. 2010. SPSS Analysis Training . Padang. Himpro Management Faculty of Economics UNP.
Indriantoro, Nur & Bambang Supomo. 2002. Business Research Methods For Accounting & Management. First Edition. Yogyakarta: BPFE.
Cashmere. 2004. Bank Marketing . Jakarta: Prenada Media.
Kotler, Philip & G Armstrong. 2000. Principles of Marketing Fifth Edition . New Jersey: Prentice Hall Inc.
Kotler, Philip. & Kevin Lare Keller. 2009. Marketing Management . Twelfth Edition Volume 2. Translated by Benjamin Molan. Jakarta: Index.
Kotler, Philip. 2000. Marketing Management II . millennium edition. Jakarta: Prehallido
_________. 2002. Marketing Management 1. Jakarta: Prehallido
_________. 2005. Marketing Management 1. Eleventh Edition. Jakarta: Prehallido
Lupiyoadi, Rambat, and A. hamdani (2001). Service Marketing Management . Second Edition. Salemba Four. Jakarta.
Malhotra, NK K. 2004. Marketing Research: Applied Approach vol 1. translated by Soleh Rusyadi Maryam 2005. Jakarta: Index.
Mardalis, Ahmad. 2005. Achieving Customer Loyalty . Journal of Management and Business, vol 9 no 2.
Maulana, Iman. 2007. Corporate Image. Oeconomic Group . http://admin.oeconomicgroup.googlepages.com
Mowen, John. C and Michael Minor. 2002. Consumer Behavior. Translated by Five Salim. Jakarta: Erlangga.
Mudrajat Kuncoro, 2001. Quantitative Method Theory and Applications for Business and Economics , First Edition, Yogyakarta: UPP AMP YKPN.
Nazir, Moh. 2003. Research Methods . Fifth printing. Jakarta: Ghalia Indonesia.
Oliver, Richard L. 1999. Whence Loyalty . Journal Of Marketing, Special Issues, vol 63.
Oliver, F, Ben Shaw-Ching Liu ang D. Sudharshan, 2000. The Relationship Between Culture and Service Quality, Journal of service research , vol 2 No.4 May.
Parasuraman, A., VA Zeithaml, and LL Berry, 1998, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1.
Puspita, Ika. 2009. Relationship between patient perceptions of service quality and image of the Aceh Tamiang District General Hospital . THESIS. MM USU.
Qomariah, Nurul 2012 The Effect of Service Quality Satisfaction and Institutional Image on Customer Satisfaction and Loyalty. Thesis. Muhammadiyah University of East Java
Rangkuti, Freddy (2002). Measuring Customer Satisfaction Measuring Techniques and Strategies for Increasing Customer Satisfaction and Analysis of the PLN-JP Case. PT. Gramedia Pustaka Utama, Jakarta
Santoso, stop. 2000. SPSS Statistical Parametric Exercise Book . Jakarta: PT Elex media computer.
Singarimbun, Effendi. 1989. Survey Research Methods, LP3ES Jakarta.
Sitepu, SK Nirwana. 1994. Path analysis (Path Analysis) . Bandung: Statistics Service Unit, Department of Statistics FMIPA UNPAD.
Stanton, William. J, 1993, Marketing Principles, Volume 1, Issue 7, Erlangga, Jakarta.
Sudjana, 2005. Statistical Methods, Tarsito, Bandung.
Sufa, Mila Faila. 2006. Company Performance Improvement Strategy as an Effort to Ensure Customer Satisfaction. Industrial Engineering Scientific Journal , Vol. 5 No. 2.
Sugiyono, 2004. Business Research Methods . New York: Alphabet
Supranto, 2001. Measuring the Level of Customer Satisfaction , Jakarta: PT. Rineka Cipta.
Tjiptono, fandy. 2000. Contemporary Management and Marketing Perspectives . Yogyakarta: Andy
________. 2005. Service Marketing Management . Yogyakarta: Andi Offset
________. 2008. Marketing Strategy . Yogyakarta
Omar, husien. 1999. Research Methodology in Marketing . Jakarta: Gramedia Pustaka Utama.
Lovelock, Christopher H & Wright, Lauren K, 2002, "Services Marketing Management" , Indonesian edition, PT. Gramedia Group Index, Jakarta Indonesia.
Zeithaml, Valarie & Mario Jo Bitner, 1996, Service Marketing , New York: McGraw Hill Companies Inc.
Zeithaml, VA and Bitner, MJ 2003. Service Marketing-Integrating Customer Focus Across The Firm ”. 3rd Edition. New York: McGraw Hill.
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Published
2023-03-14
How to Cite
Afprimma Dona, H. ., Masdupi, E. ., & Dwita, V. . (2023). The Influence of Service Quality and Image on Outpatient Loyalty at Yos Sudarso Hospital, Padang. Greenation International Journal of Tourism and Management, 1(1), 24–31. https://doi.org/10.38035/gijtm.v1i1.19
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