KEPUASAN PELANGGAN: PENGALAMAN DIGITALPELANGGAN & KUALITAS PELAYANAN KESEHATAN

Aguslindawati Aguslindawati, Ririn Purwanti, Fahmi Oemar

Abstract


This research was conducted on dental and oral patients as well as the general public at the Lucky Medika Clinic Pekanbaru with the aim of examining the role of health service quality in mediating the effect of customer digital experience on customer satisfaction. The research population carried out by the researcher was all 600 patients of the Sorcerer Medical Clinic Pekanbaru, using the Krejcie and Morgan formula (1970). The sample of this study was 180 people who were taken by simple random sampling method. The results of the analysis prove that at the Bertuah Medika Pekanbaru Clinic, the better the patient's experience in using digital services, the higher his satisfaction; and an increase in the patient's digital experience, coupled with the good quality of health services, did not significantly increase patient satisfaction. This means that the quality of health services cannot mediate the effect of the customer's digital experience on customer satisfaction.


Full Text:

PDF

References


Bagdare, S. and Jain, R. (2013), "Measuring retail customer experience", International Journal of Retail & Distribution Management, Vol. 41 No. 10, pp. 790-804. https://doi.org/10.1108/IJRDM-08-2012-0084

Larsson, A., & Broström, E. (2019). Ensuring customer retention: insurers’ perception of customer loyalty. Marketing Intelligence and Planning. https://doi.org/10.1108/MIP-02-2019-0106

Quoquab, F., Mohamed Sadom, N. Z., & Mohammad, J. (2019). Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation. Journal

Rahayu dan Sri Tita. 2022. Pengaruh Digital Customer Experience dalam Menciptakan Customer Satisfaction dan Customer Loyalty di Era Digital(Studi Kasus OVO).

Shabbir, A. and Malik, S. A. and Malik, S. A. (2016) Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality and Reliability Management, 33 (5). pp. 538-557. ISSN 0265-671X

Shamsudin, M. F. M. F., Esa, S. A. S. A., & Ali, A. M. A. M. (2019). Determinants of customer loyalty towards the hotel industry in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 21–29.

Shamsudin, M. F., Nurana, N., Aesya, A., & Nabi, M. A. (2018). Role of university reputation towards student choice to private universities. Opcion, 34(Special Issue 16), 285–294.

Silalahi S. and Rufaidah P. (2017). The Role of Digital Customer Experience on Customer Loyalty.In 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP, ISBN 978-989-758-315-5, pages 468-472. DOI: 10.5220/0007084204680472

Zahra, G. K., & Lutfie, H. (2017). Pengaruh Customer Experience dan Customer Value Terhadap Customer Satisfaction ( Studi Pelanggan Café What ’ s Up di Depok 2017 ). E-Proceeding of Applied Science : Vol. 3, No. 2 Agustus 2017 Hal 571, 3(2), 571–578.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Aguslindawati Aguslindawati, Ririn Purwanti, Fahmi Oemar