RADYAWANTO, ARIS SETYO (2020) ANALISIS PERBAIKAN KUALITAS PELAYANAN PADA INDUSTRI KESEHATAN GIGI DENGAN METODE SEM PLS DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (Studi Kasus di RSGM Ladokgi R.E. Martadinata Jakarta). S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Customer satisfaction is one of the factors that affect customer loyalty. A good experience will always be remembered by customers and of course will recommend the experience to others, and will also make these customers will visit again in the future. The purpose of this study is to find a correlational relationship between several variables that affect customer loyalty and further improve the quality of existing services to be more optimal. Primary data were obtained from the results of a questionnaire to 100 customers of RSGM Ladokgi R.E. Martadinata using proportionate stratified random sampling technique. The data obtained were processed using the SEM PLS method. Evaluation is carried out for the outer model (measurement model) and then the Inner model. The comparison of the level of importance and performance is processed using the Importance Performance Analysis (IPA) method. The results of testing the relationship between variables show that customer satisfaction has a significant and positive effect on customer loyalty to come back. Meanwhile, the results of IPA data processing show that service hours, explanation of complaints, hospital perceptions, no negative issues, equipment upgrades, availability of parking space, availability of nursing rooms and availability of canteens are the focus of efforts to improve quality. Keywords: Health industry, oral dental hospital, Customer Satisfaction, Customer loyalty Kepuasan pelanggan adalah salah satu faktor yang mempengaruhi loyalitas pelanggan. Pengalaman yang baik akan selalu diingat pelanggan dan tentunya akan merekomendasikan pengalaman tersebut kepada orang lain, dan juga akan membuat pelanggan tersebut akan berkunjung lagi di kemudian hari. Tujuan penelitian ini adalah mencari hubungan korelasional antara beberapa variabel yang berpengaruh terhadap loyalitas pelanggan dan selanjutnya memperbaiki kualitas pelayanan yang ada sekarang agar lebih optimal. Data primer diperoleh dari hasil kuesioner kepada 100 pelanggan RSGM Ladokgi R.E. Martadinata dengan menggunakan teknik sampling proportionate stratified random sampling. Data yang diperoleh diolah dengan menggunakan metode SEM PLS. Evaluasi dilakukan untuk outer model (model pengukuran) dan kemudian Inner model. Perbandingan tingkat kepentingan dan kinerja diolah menggunakan metode Importance Performance Analysis (IPA). Hasil pengujian hubungan antar variabel menunjukkan bahwa kepuasan pelanggan berpengaruh secara signifikan dan positif kepada loyalitas pelanggan untuk datang kembali. Sedangkan hasil pengolahan data IPA menunjukkan bahwa jam pelayanan, penjelasan keluhan, persepsi rumah sakit, tidak ada isu negatif, upgrade peralatan, ketersediaan lahan parkir, ketersediaan ruang menyusui dan ketersediaan kantin merupakan fokus dalam upaya perbaikan kualitasnya. Kata Kunci: Industri kesehatan, Rumah sakit gigi mulut, Kepuasan pelanggan, Loyalitas pelanggan
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