scholarly journals LAYANAN DAN PENGARUHNYA TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI KOTA PALOPO

2020 ◽  
Vol 3 (1) ◽  
pp. 1-20
Author(s):  
.... .....
Keyword(s):  
Random Sample ◽  
Customer Service ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Physical Appearance ◽  
Field Research ◽  
Simple Random Sampling ◽  
Probability Sampling ◽  
Independent Variables ◽  
Physical Form

Abstract: This study is to analyze the services provided by Bank Syariah Mandiri and its effects on customer loyalty. The type of research used is field research, by examining directly on the object, namely Bank Syariah Mandiri customers in Palopo City. This research uses quantitative research type, the population in this study are customers of Bank Syariah Mandiri in Palopo City amount to 3,600 people, with a sample of 100 people drawn questionnaires. The technique used in sampling is the technique (probability sampling) simple random sampling (random sample). The instrument used was a questionnaire (questionnaire) with 23 items presented in the form of a Likert scale. The results of research and data processing obtained are the independent variable X1 (physical form) significantly influencing the variable Y (Customer Loyalty) while the other four independent variables namely X2 (Empaty), X3 (Reliability), X4 (Responsiveness), X5 (Guarantee ) does not significantly influence the variable Y (Customer Loyalty), this is evidenced by using the t test in which the physical appearance variable has a t count of 3,847 greater than the t value of the table 2,627, while all four variables have a t count of empathy 0,465, reliability 0,648, responsiveness 2.155, and the guarantee 0.166 is not greater than the value of t table 2.627. While simultaneously the independent variables, X1 (Physical Existence), X2 (Empaty), X3 (Reliability), X4 (Responsiveness) and X5 (Guarantee) significantly influence the dependent variable Y (Customer Loyalty), this is evidenced by using the f test where the physical appearance variable, empathy, reliability, responsiveness and guarantee have f count 5.217 greater than f table 1.93.Keywords: Service, Customer Loyalty, Islamic BanksAbstrak: Penelitian ini untuk menganalisis layanan yang diberikan oleh Bank Syariah Mandiri dan pengaruhnya terhadap loyalitas nasabah. Jenis penelitian yang digunakan yaitu penelitian lapangan, dengan meneliti langsung pada objek, yaitu nasabah Bank Syariah Mandiri Kota Palopo. Penelitian ini menggunakan jenis penelitian kuantitatif, populasi dalam penelitian adalah nasabah Bank Syariah Mandiri Kota Palopo berjumlah 3.600 orang, dengan penarikan sampel 100 orang yang diberikan angket. Teknik yang digunakan dalam pengambilan sampel adalah teknik (probability sampling) pengambilan sampel acak sederhana (random sample). Instrumen yang digunakan adalah angket (kuesioner) dengan 23 butir pernyataan yang disajikan dalam bentuk skala likert. Hasil penelitian dan pengolahan data yang diperoleh adalah variabel bebas X1 (Wujud fisik) berpengaruh secara signifikan terhadap variabel Y (Loyalitas Nasabah) sedangkan empat variabel bebas lainnya yaitu X2 (Empaty), X3 (Keandalan), X4 (Daya Tanggap), X5 (Jaminan) tidak berpengaruh secara signifikan terhadap variable Y (Loyalitas Nasabah), ini dibuktikan dengan menggunakan uji t dimana variabel wujud fisik mempunyai t hitung 3,847 lebih besar dari nilai t tabel 2,627, sedangkan keempat variabel tersebut mempunyai t hitung empati 0,465, keandalan 0,648, daya tanggap 2,155, dan jaminan 0,166 tidak lebih besar dari nilai t tabel 2,627. Sedangkan secara simultan variabel bebas, X1 (Wujud Fisik), X2 (Empaty), X3 (Keandalan), X4 (Daya Tanggap) dan X5 (Jaminan) berpengaruh secara signifikan terhadap variabel terikat Y (Loyalitas Nasabah), ini dibuktikan dengan menggunakan uji f dimana variabel wujud fisik, empati, keandalan, daya tanggap dan jaminan mempunyai f hitung 5,217 lebih besar dari f tabel 1.93.Kata Kunci: Layanan, Loyalitas Nasabah, Bank SyariahDAFTAR PUSTAKA Arikonto, Suharsimi, Prosedur Penelitian, Jakarta, PT. Rineka cipta, 1998. Arikonto Suharsimi, Prosedur Penelitian Suatu Pendekatan Praktek, Jakarta: PT. Rieneka Cipta 2000. Abdullah,  Ruslan  &  Kamal,  Fasiha,  Pengantar  Islamic  Economics,  Makasar  :Lumbung Informasi Pendidikan LIPa, 2013. Bungin M. Burhan, Metodologi Penelitian Kuantitatif, Jakarta, Prenada Media, 2005 Huryati, Ratih, Bauran  Pemasaran dan Loyalitas Konsumen, Bandung : Alfabeta, 2010. Hasan, Zubairi, Undang-Undang Perbankan Syariah, Jakarta : PT. Rajagrafindo Persada,2009. Ismail, Perbankan Syariah, Jakarta:Kencana, 2011. Irawan, Handi, 10 Prinsip Kepuasan Pelanggan, Jakarta :PT. Elex Media Kompotindo, 2002. Kadir, Hasrida, “Pengaruh Pelayanan Customer Service Terhadap Loyalitas nasabah pada Bank Syariah Mandiri Cabang Kota Palopo”, skripsi,STAIN Palopo 2014. Kotler, Philip, Lane Keller, Kevin, Manajemen Pemasaran, Person Education/ PT. Indeks 2006/ 2007. Lupiyoudi, Rambat & Hamdani, A., Manajemen Pemaasaran Jasa, Jakarta : Salemba Empat, 2006. Paulus Lilik, Kristianto, Psikologi Pemasaran, Yogyakarta CAPS 2011. Sunarno, Ariyanti, Pengaruh kualitas pelayanan frontliner terhadap loyalitas nasabah pada Bank BTN Syariah Cabang Bandung, Skripsi, UI Bandung 2011. Sumar’in, Konsep Kelembagaan Bank Syariah, Yogyakarta, Graha Ilmu, 2012. S Nasution. Metode Research, Cet. I; Jakarta: Bumi Aksara, 2003.Saputra, anwar Lyndon, Raving Fans Menciptakan Pelanggan Fanatik, ken Blanchard & Sheldon bowles batam cantre, 2003.Sugiyono, Metode Penelitian Bisnis, Bandung, Alfabet, 2008. Sulaiman Wahid, Analisis Regresi Menggunakan SPSS Contoh Kasus dan Pemecahannya, Yogyakarta, Andi Offset, 2014.Wijayanti,  Nina,  “Faktor-faktor  yang  mempengaruhi  loyalitas  nasabah PT.  Bank Rakyat Indonesia TBK”, Skripsi, UIN Syarif Hidayatullah Jakarta 2010.

scholarly journals PENGARUH STRATEGI PEMASARAN TERHADAP KEPUASAN NASABAH BANK SYARIAH PADA BANK SYARIAH MANDIRI KOTA PALOPO

2020 ◽  
Vol 3 (1) ◽  
pp. 147-166
Author(s):  
... .....
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Random Sample ◽  
Quantitative Research ◽  
Field Research ◽  
Simple Random Sampling ◽  
Marketing Strategies ◽  
Islamic Banks ◽  
Probability Sampling ◽  
Research Type

Abstract: This study discusses the effect of marketing strategies on customer satisfaction of Islamic Banks at Bank Syariah Mandiri Palopo Branch. The focus of the study discussion lies in the influence of marketing strategies and customer satisfaction in Bank Syariah Mandiri Palopo Branch. In this study using field research, by examining directly on the object, namely customers of Bank Syariah Mandiri Palopo branch. This research uses quantitative research type, the population in this study are customers of Bank Syariah Mandiri in Palopo branch totaling 3600 people, with a sample of 50 people given questionnaires. The technique used in sampling is a technique (probability sampling) simple random sampling (random sample). The instrument used was a questionnaire (questionnaire) with 23 statements presented in the form of a Likert scale. Based on the results of the research that has been carried out, it can be seen that the marketing strategy applied at the Bank Syariah Mandiri in the Palopo Branch has a positive and significant effect on customer satisfaction with value. the value of t-count (3,432) is greater than the value of t-table (1,660). The influence of marketing strategy on customer satisfaction at Bank Syariah Mandiri Branch Palopo 0.895. Customer satisfaction at Bank Syariah Mandiri before an increase in marketing strategy was 36,639 when the marketing strategy was increased by 1 point, satisfaction increased by 0.895.Keywords: Marketing Strategy, Customer Satisfaction. Abstrak: Penelitian ini membahas mengenai Pengaruh Strategi Pemasaran Terhadap Kepuasan Nasabah Bank Syariah pada Bank Syariah Mandiri Cabang Palopo. Fokus kajian pembahasan yaitu terletak pada pengaruh strategi pemasaran dan kepuasan nasabah di Bank Syariah Mandiri Cabang Palopo.Dalam penelitian ini menggunakan penelitian lapangan,  dengan  meneliti  langsung  pada  objek,  yaitu  nasabah  Bank  Syariah Mandiri cabang Palopo. Penelitian ini menggunakan jenis penelitian kuantitatif, populasi dalam penelitian ini adalah nasabah Bank Syariah Mandiri cabang Palopo berjumlah 3600 orang, dengan penarikan sampel 50 orang yang diberikan angket. Tehnik yang digunakan dalam pengambilan sampel adalah tehnik (probability sampling) pengambilan sampel acak sederhana (random sample). Instrumen yang digunakan adalah angket (kuesioner) dengan 23 butir pernyataan yang disajikan dalam bentuk skala likert.Berdasarkan hasil penelitian yang telah dilakukan maka dapat diketahui bahwa strategi pemasaran yang diterapkan di Bank Syariah Mandiri Cabang Palopo mempunyai pengaruh yang positif dan signifikan terhadap kepuasan nasabah dengan nilai yang diperoleh nilai thitung (3,432) lebih besar dari nilai ttabel (1,660). Besar pengaruh yang ditimbulkan strategi pemasaran terhadap kepuasan nasabah di Bank Syariah Mandiri Cabang Palopo 0,895. Kepuasan nasabah pada Bank Syariah Mandiri sebelum adanya peningkatan strategi pemasaran adalah sebesar 36,639 ketika strategi pemasaran ditingkatkan 1 poin maka kepuasan bertambah 0,895.Kata Kunci : Strategi Pemasaran, Kepuasan Nasabah.Daftar Pustaka‘Uwaidah, Kamil Muhammad, Fiqih Wanita, Cet. V, Jakarta: Timur: Pustaka Al-Kautsar, 2000.Abu Zahrah, Muhammad, Ushul Fiqh, Jakarta: PT. Pustaka Firdaus, 1994Ahmad,  Imam bin Hambal, Musnad Imam Ahmad bin Hambali, juz IV. Beirut: Dãr Ibn Katsir. 1993.al-Aziz,Saifullah, Fiqhi Islam, Surabaya: Terbit Terang, 1996.al-Husaini, Taqiyuddin Abi Bakri bin Muhammad, Kifayatul Akhyar,   Surabaya: Dãrl Kitab Islami, t.th.al-Kahlani, Muhammad Ismail, Subulus-salam, Bandung: Dahlan, t.th.al-Qurtubi, Abu Walid Muhammad bin Ahmad Rasyid, Bidayah al-Mujtahid,Semarang: Toha Putra, t.th.Aminata, Tinjauan Hukum Islam Terhadap Jual Beli Daun Ubi Jalar Sebagai Pakan Babi di Kelurahan Bosso Kecamatan Walenrang Utara, Skripsi, 2013Anonim, Fikih Perniagaan | Klikuk.Com | Titian IlmuPenyejuk Qalbu (5 Desember 2013)Asnawi, Haris Faulidi, Transaksi Bisnis E-Commerce Perspektif Islam, (Yogyakarta: Magistra Insania Press, 2004Buhari, Imam  Shahih Bukhari, Book 34, Hadith 1, Vol. 3, Book 34 http://sunnah.com/bukhari/34Bukhari, Imam, Shahih Bukhari, (Juz. I, Singapura: Maktabah Sulaiman Mar’iy, tth.  Bukhori, Imam, Shahih al Bukhari, Juz 3, Beirut-Libanon: Dãr Al- Kutub Al-Ilmiyah, t.th.Departemen Agama RI, al-Qur’an dan Terjemahnya, Semarang: Toha Putra, 1989Gemala Dewi, et.al., Hukum Perikatan Islam di Indonesia, Jakarta: Prenada Media, 2005Haroen, Nasrun, Fiqhi Muamalah, Jakarta: Gaya Media Pratama, 2000Hasyimi, Muhammad, Fiqhi 4 Mazhab, (Bandung: Sinar Baru Argesindo, 1999.Lubis, Suhrawardi K., Hukum Ekonomi Islam, Jakarta: Sinar Grafika, 2000Mas’adi, Gufran A., Fiqhi Muamalah Kontekstual, Jakarta: PT. Raja Grafindo Persada, 2002.Mas’ud, Ibnu  dan Zainal Abidin, Fiqhi Mazhab Syafi’i, Bandung: Dipo-negoro, 2007Rasyid, Sulaiman, Fiqhi Islam, Cet. 22, Bandung: Sinar Baru Algesindo, 1989.Sabiq, Sayyid, alih bahasa oleh Kamaluddin A. Marzuki dkk. Fiqhi Sunnah Jil. 12 , Bandung: Alma’arif, 1996.Sabiq, Sayyid, Fiqhi as-Sunnah, Jil. III, Libanon: Dãrl Fikr, t.th.Syafei, Rachmat, Fiqhi Muamalah, Bandung: Pustaka Setia, 2001.Ya’qub, Hamzah, Kode Etik Dagang Menurut Islam; Pola Pembinaan Hidup dalam Berekonom), Bandung: CV. Diponegoro, 1992Yahya, Mukhtar, Dasar-Dasar Pembinaan Hukum Islami,  Bandung: PT. Al-Ma’arif, 1986                    

scholarly journals PENGARUH KEPERCAYAAN DAN KOMITMEN SERTA BAURAN PEMASARAN JASA TERHADAP LOYALITAS KONSUMEN DI HOTEL ZAKIAH MEDAN

2017 ◽  
Vol 12 (1) ◽  
pp. 74
Author(s):  
Nurul Widyawati
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Empirical Result ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
T Test ◽  
F Test ◽  
Probability Sampling

The objective of this study is to investigate the simultaneous and partial effect of trust, commitment,  and marketing mix on customer loyalty at Zakiah Hotel Medan.The sample of this study are 150 customers at  Zakiah Hotel Medan. This study uses  probability sampling by simple random sampling. And data are estimated by using multiple linear regression model.The empirical result of this study with F-test shows that trust, commitment, and marketing mix influence customer loyalty at Zakiah Hotel Medan. The result with partial t-tes shows that trust (X1) by t-tes (3,8463) >t-tab(1,9764), commitment (X2) by t-test (4,4248) > t-tab(1,9764;) and marketing mix (X3) by t-test (7,0702) > t-tab (1,9764) influence to customer loyalty at Zakiah Hotel Medan. 

scholarly journals PENGARUH GAME ONLINE TERHADAP KETAATAN BERIBADAH MAHASISWA DI JURUSAN PENDIDIKAN AGAMA ISLAM UNIVERSITAS MUHAMMADIYAH MALANG

2021 ◽  
Vol 13 (2) ◽  
pp. 98
Author(s):  
Abdul Haris ◽  
Daniar Chandra Anggraini ◽  
Dina Mardiana
Keyword(s):  
Correlation Analysis ◽  
Random Sampling ◽  
Quantitative Research ◽  
Field Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Online Games ◽  
Online Gaming ◽  
Islamic Education ◽  
Data Collection Technique

AbstractThis research discusses the influence of online gaming on the obedience of students at department of Islamic Education of University of Muhammadiyah Malang, especially in students of the class of 2017 and 2018. This research is based on the excessive intensity of online gaming that affects the obedience of student worship. This research is using field research, with a type of quantitative research. The sampling technique used in this study was Simple Random Sampling with 52 respondents. While data collection technique using questionnaire methods. The results of the correlation coefficient significant test using product moment correlation analysis the result was -0,276 < 0,279 < 0,361. The meaning is there is no positive and significant correlation between the intensity of online gaming to the obedience of students at the Department of Islamic Education of University of Muhammadiyah Malang.Keywords: Online Games, Obedience to Worship

scholarly journals Exploring internal business factors and their impact on firm performance: small business perspective in Ethiopia

2021 ◽  
Vol 10 (1) ◽  
Author(s):  
Abriham Ebabu Engidaw
Keyword(s):  
Firm Performance ◽  
Small Business ◽  
Quantitative Research ◽  
Business Performance ◽  
Simple Random Sampling ◽  
Small Scale ◽  
Research Approach ◽  
Related Factors ◽  
Independent Variables ◽  
Entrepreneurial Factors

AbstractMainly, the study is aimed at exploring the internal business factors and their impact on firm performance in micro- and small-scale enterprises. The study employed a descriptive and explanatory research design and used a quantitative research approach. The study is conducted on Amhara region, North Wollo zone, Lalibela city administration micro- and small-scale enterprise operators, and in this study, the dependent variable is the performance of SMEs while independent variables are managerial factors, workplace factors, and entrepreneurial factors. To achieve the objectives of the study, 199 sample micro and small enterprises are selected from the 395 target populations. It used an explanatory design with stratified and simple random sampling techniques. The study employed descriptive and inferential statistical data analysis methods. The finding shows that the independent variables managerial factors and workplace-related factors have a positive and significant effect on small business performance in the study area. Also, there is an insignificant relationship between entrepreneurial factors and the dependent variable.

The Effect of Design, Brand Image and Personal Selling on Costumer’s Loyalty through Customer’s Satisfaction: A Study on Darbost T-Shirt’s Customers in Jakarta

2021 ◽  
Vol 4 (1) ◽  
pp. 99-115
Author(s):  
I Made Adnyana ◽  
Heru Iswanto
Keyword(s):  
Customer Satisfaction ◽  
Product Design ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Personal Selling ◽  
Independent Variables

A B S T R A C TThe purpose of this research is to study the effect of product design, brand image,and personal selling on customer loyalty through customer satisfaction studieson consumers of darbost t-shirts in Jakarta and to provide suggestions on howPT. Darbost Garment Industri can increase customer satisfaction by increasingthe aspects that influence it. For the independent variables: product design (X1),brand image (X2), personal selling (X3), the dependent variable is customer loyalty(Y) and the intervening variable is customer satisfaction (Z). This researchapproach is quantitative research according to the questionnaire. The sampleused was 150 respondents. The results of this study indicate that each of thedimensions of product design, brand image and personal selling directly has apositive and significant effect on customer satisfaction. Customer satisfactiondirectly has a positive and significant effect on customer loyalty. And from eachdimension of product design, brand image and personal selling indirectly affectcustomer loyalty through customer satisfaction.

PENGARUH KUALITAS PRODUK, HARGA DAN SALURAN DISTRIBUSI TERHADAP KEPUASAN PELANGGAN TAHU POO

2019 ◽  
Vol 5 (2) ◽  
pp. 65-74
Author(s):  
M. Novan Fithrianto ◽  
Judi Suharsono ◽  
R.R. Setyani Hidayati
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Causal Relationship ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Distribution Channel ◽  
Distribution Channels ◽  
Test Results ◽  
Probability Sampling ◽  
Independent Variables

This research aims to: (1) Knowing the influence of product quality, price and distribution channels partially on customer satisfaction to know Poo Bah Kacung Kota Kediri; (2) Knowing the influence of product quality, price and distribution channels simultaneously on customer satisfaction know Poo Bah Kacung Kota Kediri; (3) Knowing the most dominant variables between product quality, price and distribution channels that influence customer satisfaction know Poo Bah Kacung Kota Kediri. The population customers add up to 53 customers at tofu Poo Bah Kacung Kota Kediri, with technique non-probability sampling, namely purposive sampling (sample criteria). The type of research used in this study is quantitative research with a causal relationship (canonical). The results of the study proves that all independent variables X1, X2, X3 partial influence on Y. Hypothesis test results F count proved that product quality, price and distribution channels simultaneously influence customer satisfaction. Dominant test results show the Price variable (X2) has a t value greater than the Product Quality variable (X1) and the Distribution Channel variable (X3).

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

scholarly journals Factors That Influencing Adoption of Internet Banking in Malaysia

2017 ◽  
Vol 12 (3) ◽  
pp. 126
Author(s):  
Mathavi Massilamany ◽  
Dineswary Nadarajan
Keyword(s):  
Competitive Advantage ◽  
Self Efficacy ◽  
Random Sampling ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Internet Banking ◽  
Insufficient Evidence ◽  
Independent Variables ◽  
Survey Questionnaires

This present studies to examine the factors that influencing adoption of internet banking in Malaysia. This study consists of one dependent variable (internet banking adoption) and four independent variables (knowledge and self-efficacy, trust, security and convenience). By using a quantitative research, a simple random sampling technique is used to distribute survey questionnaires to sample size of 200 respondents around Malaysia. The result was concluded as two (2) hypotheses were supported and two (2) hypotheses were not supported. The result shown that knowledge and self-efficacy and trust do influence adoption of internet banking in Malaysia. Meanwhile, there is insufficient evidence to support that security and convenience do influence adoption of internet banking in Malaysia. Bankers and consumers may refer to this research so that they can improve competitive advantage and consumers are able to understand better about internet banking.

scholarly journals PENGARUH KEPERCAYAAN DAN KOMITMEN SERTA BAURAN PEMASARAN JASA TERHADAP LOYALITAS KONSUMEN DI HOTEL ZAKIAH MEDAN

2018 ◽  
Vol 12 (1) ◽  
pp. 74-96
Author(s):  
Nurul Widyawati
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Empirical Result ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
T Test ◽  
F Test ◽  
Probability Sampling

The objective of this study is to investigate the simultaneous and partial effect of trust, commitment,  and marketing mix on customer loyalty at Zakiah Hotel Medan.The sample of this study are 150 customers at  Zakiah Hotel Medan. This study uses  probability sampling by simple random sampling. And data are estimated by using multiple linear regression model.The empirical result of this study with F-test shows that trust, commitment, and marketing mix influence customer loyalty at Zakiah Hotel Medan. The result with partial t-tes shows that trust (X1) by t-tes (3,8463) >t-tab(1,9764), commitment (X2) by t-test (4,4248) > t-tab(1,9764;) and marketing mix (X3) by t-test (7,0702) > t-tab (1,9764) influence to customer loyalty at Zakiah Hotel Medan.

scholarly journals PENGARUH CUSTOMER SOCIABILITY DAN CUSTOMER SERVICE EXPERIENCE TERHADAP WORD OF MOUTH POSITIF DI RUMAH SAKIT GIGI DAN MULUT TRISAKTI

2015 ◽  
Vol 8 (1) ◽  
pp. 193
Author(s):  
Rizki .
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Dental Treatment ◽  
Personal Meaning ◽  
Service Experience ◽  
Independent Variables ◽  
Patient Interaction ◽  
The Individual ◽  
Positive Word Of Mouth

<p>Purpose – Since positive word-of-mouth (WOM) is an expression of customer-actualized<br />value, the paper postulate that WOM is not only related to a holistic set of assessments of<br />the service experience but also to the idiosyncratic nature of the individual customer. In<br />particular, do socially oriented individuals have a greater propensity to engage in positive<br />WOM? The purpose of this paper is to test hypotheses that customer sociability as well as a<br />set of dimensions of the total service experience, are antecedents of positive WOM. The<br />context studied is a dental treatment involving considerable personal meaning and implication<br />in the whole service process.Design/methodology/approach – A cohort of 120 patients are<br />studied post-treatment. Independent variables include the agreeableness and extraversion,<br />other-oriented values, as well as dimensions of the service experience assessed by information<br />adequacy, pain and discomfort, patient-to-patient interaction, patient-to-personnel<br />interaction, and recovery outcomes. The dependent variable is the strength of positive WOM<br />intentions.Findings – The sociability of patients as measured by their agreeableness,<br />extraversion and other-oriented values is significantly related to the strength of positive<br />WOM intentions. Also, to varying degrees, all dimensions of the service experience are<br />associated with positive WOM intentions.<br />Keywords: Sociability, Customer loyalty, Customer service experience, word of mouth</p>

Sign in / Sign up

Export Citation Format

Share Document