The Impact of Relationship Marketing and Service Quality on Satisfaction and Its Impact on Patient Loyalty at Hospital: Case Study of a Hospital in Garut Regency


Panji Gani Nugraha(1*)

(1) Universitas Garut, Indonesia
(*) Corresponding Author

Abstract


Based on information from the West Java Health Office, there are six hospitals serving patients. However, there are problems due to the dissatisfaction felt by patients so the value of unmet need services in West Java from the last three years has decreased. The purpose of this study was to determine the effect of relational marketing and service quality on satisfaction and its impact on customer loyalty in hospitals. The scope of this research is six hospitals located in Garut Regency. This study uses descriptive and associative analysis methods of causal relationships. The type of this research is quantitative. Respondents in this study were 100 respondents using purposive sampling techniques and unknown populations. The data collection technique uses the distribution of questionnaires with a Google form.  The data analysis method used is validity, and reliability and uses a series of analysis path tests using SEM-PLS. The results showed that all variables can be said to be affected. This study concludes that relational marketing and service quality affect customer satisfaction and customer loyalty.


Full Text:

PDF

References


Afaq, A., Gaur, L., & Singh, G. (2023). Social CRM: linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry. International Journal of Contemporary Hospitality Management, 35(3), 992-1009.

Allioui, H., & Mourdi, Y. (2023). Exploring the Full Potentials of IoT for Better Financial Growth and Stability: A Comprehensive Survey. Sensors, 23(19), 8015.

Amoako, G. K., Neequaye, E. K., Kutu-Adu, S. G., Caesar, L. D., & Ofori, K. S. (2019). Relationship marketing and customer satisfaction in the Ghanaian hospitality industry: an empirical examination of trust and commitment. Journal of Hospitality and Tourism Insights, 2(4), 326-340.

Anshori, M. Y., Karya, D. F., & Gita, M. N. (2022). A Study on the Reuse Intention of E-Commerce Platform Applications: Security, Privacy, Perceived Value, and Trust. Jurnal Manajemen Teori dan Terapan, 15(1).

Cartwright, S., Davies, I., & Archer-Brown, C. (2021). Managing relationships on social media in business-to-business organisations. Journal of Business Research, 125, 120-134.

Chen, T. J., & Wu, C. M. (2020). Can newcomers perform better at hotels? Examining the roles of transformational leadership, supervisor-triggered positive affect, and perceived supervisor support. Tourism Management Perspectives, 33, 100587.

Cucino, V., Lungu, D. A., De Rosis, S., & Piccaluga, A. (2023). Creating value from purpose-based innovation: Starting from frailty. Journal of Social Entrepreneurship, 1-29.

Farmaki, A., Hadjielias, E., Olya, H., Taheri, B., & Hadjielia Drotarova, M. (2022). CSR communication and international marketing: Insights from the COVID-19 pandemic. International Marketing Review.

Garepasha, A., Aali, S., Bafandeh Zendeh, A. R., & Iranzadeh, S. (2021). Relationship dynamics in customer loyalty to online banking services. Journal of Islamic Marketing, 12(4), 830-863.

Habachi, S., Matute, J., & Palau-Saumell, R. (2023). Gamify, engage, build loyalty: exploring the benefits of gameful experience for branded sports apps. Journal of Product & Brand Management.

Jacob, M. E. (2021). A study on factors affecting employee retention through HRM practices in SME. Journal of Management Research, 11(4), 37-53.

Le, D. N., Nguyen, H. T., & Truong, P. H. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 89-103.

Lim, W. M., Aggarwal, A., & Dandotiya, R. (2022). Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic. Journal of Retailing and Consumer Services, 66, 102936.

Meng, C. K., Piaralal, S. K., Islam, M. A., Yusof, M. F. B., & Chowdhury, R. S. (2023). International medical Tourists’ expectations and behavioral intention towards health resorts in Malaysia. Heliyon, 9(9).

Muhammad, S., Salleh, S., & Yusr, M. M. (2020). Understanding employee brand trust and internal Brand Communications & Training (BCT) effects on employee brand performance: a study of the banking industry. International Journal of Financial, Accounting, and Management, 2(2), 95-120.

Pedro, I. M., Mendes, J. D. C., & Pereira, L. N. (2021). Understanding alumni-alma mater commitment relationships upstream and downstream. Journal of Marketing for Higher Education, 31(2), 175-196.

Pekovic, S., & Rolland, S. (2020). Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience. Journal of Retailing and Consumer Services, 56, 102171.

Roy, V., Vijay, T. S., & Srivastava, A. (2022). The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical/non-logistical service failure typologies and e-tailing ethics. Journal of Retailing and Consumer Services, 64, 102837.

Salam, M. A., & Bajaba, S. (2022). Corporate social responsibility during the COVID-19 pandemic: A sequential mediation analysis. Social Responsibility Journal, 18(6), 1188-1208.

Schiuma, G., Schettini, E., Santarsiero, F., & Carlucci, D. (2022). The transformative leadership compass: six competencies for digital transformation entrepreneurship. International Journal of Entrepreneurial Behavior & Research, 28(5), 1273-1291.

Sun, H., Rabbani, M. R., Ahmad, N., Sial, M. S., Cheng, G., Zia-Ud-Din, M., & Fu, Q. (2020). CSR, co-creation and green consumer loyalty: Are green banking initiatives important? A moderated mediation approach from an emerging economy. Sustainability, 12(24), 10688.

Tegambwage, A. G., & Kasoga, P. S. (2023). Determinants of Customer Loyalty in Islamic Banking: The Role of Religiosity. Journal of Islamic Marketing.

Tiwari, S. (2021). Supply chain integration and Industry 4.0: a systematic literature review. Benchmarking: An International Journal, 28(3), 990-1030.

Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.

Winarni, E. W. (2021). Teori dan Praktik Penelitian Kuantitatif, Kualitatif, PTK, R & D. Jakarta: Bumi Aksara.




DOI: https://doi.org/10.15575/jbpd.v5i3.31479

DOI (PDF): https://doi.org/10.15575/jbpd.v5i3.31479.g9971

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Panji Gani Nugraha

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Ministrate: Jurnal Birokrasi & Pemerintahan Daerah
Has Been Indexed on:

Indeks Harvard    
    
      

 


Ministrate : Jurnal Birokrasi dan Pemerintahan Daerah is licensed under Attribution-ShareAlike 4.0 International