Analysis of Learning and Growth, Business Processes, Costs and Service Innovation on Customer Loyalty with Customer Satisfaction as an Intervening Variable

Ronaldo Simanjuntak, Hery Margono

Abstract


The aims of this study were to 1) analyze the effect of learning & growth, business processes, costs, service innovation on customer satisfaction at RSAB Harapan Kita partially or simultaneously; 2) analyze the effect of customer satisfaction on customer loyalty at RSAB Harapan Kita; and 3) knowing the effect of learning & growth, business processes, costs and service innovation on customer loyalty with customer satisfaction as an intervening variable at RSAB Harapan Kita. This study uses a quantitative approach with multiple linear regression analysis techniques. The population in this study was patients, which included outpatients at RSAB Harapan Kita in 2020. The sampling technique used was a non-probability sampling technique with an accidental sampling approach, so that 97 respondents were obtained. The data collection technique used a closed questionnaire with a measurement scale using a five-point Likert scale. The results of the study can be concluded that overall there is an effect of learning, business processes, costs and innovation (variable X) on loyalty (Y) through customer satisfaction (Z).

Keywords


Learning and Growth; Business process; Cost and Service Innovation; Customer loyalty; Customer satisfaction; Children's and Mother's Hospital

Full Text:

PDF

References


L. S. Rionanda, F. Farida, F. G. Putra, E. Damayanti, and K. C. Pradana, “ICT-Based Lajur Bata Game Media Using Guided Discovery Method on Flat-sided Space Geometry Subject,” J. Corner Educ. Linguist. Lit., vol. 1, no. 4, pp. 235–248, 2022, doi: 10.54012/jcell.v1i4.47.

A. Widhiarso, “Telemedicine dan Telepharmacy : Tantangan dan Perkembangan Di Masa Pandemi Covid-19,” J. Farm. dan Kesehat. Indones., vol. 1, no. 1, pp. 46–54, 2021.

A. H. Fuchs, “Psychology and ‘The Babe,’” J. Hist. Behav. Sci., 34 153-165., 1998.

D. Dunlop and M. Zubkoff, “Inflation and Consumer Behavior in the HealthCare.In Economics and Health Care.,” (J. B. MCKinley, Ed.). MIT Press., 1981.

E. Hertz, Medical equipment management program standards-ANSI/AAMI EQ56 AND ANSI/AAMI EQ89, Second Edi. Elsevier Inc., 2019.

R. S. Kaplan and D. P. Norton, Using the balanced scorecard as a strategic management system. Harvard Bus. Rev. 150–161., 2007.

Carter and Usry, Cost Accounting, 13th ed. Jakarta: By South-Western, A Division of Thomson Learning Inc. (terjemahan). Akuntansi Biaya, Edisi Tiga Belas, Salemba Empat, Jakarta, 2006.

A. Azwar, Menjaga Mutu Pelayanan Kesehatan. Jakarta: Pustaka Sinar Harapan, 1996.

A. Adil, M. Syamsun, and M. Najib, “Pengaruh Kualitas Pelayanan dan Biaya terhadap Kepuasan dan Loyalitas Pasien RSUD Kota Bogor,” J. Apl. Manaj., vol. 14, no. 3, pp. 432–441, 2016.

P. Kotler and K. L. Keller, “Marketing Management (15th Edition) - Philip Kotler,” Fortune, p. 290, 2017.

Lu and Tseng, “The Effectiveness of Inquiry-Based Learning by Scaffolding Students to Ask ‘5 Why’ questions.,” Dep. Nat. Sci. Educ. Natl. Taipei Univ. Educ., 2010.

E. M. Rogers, Difussion of Innovations. London : Coller Macmillan Publisher., 1983.

C. R. Dwi Wahyuni, “Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang,” Eksis J. Ris. Ekon. dan Bisnis, vol. 12, no. 1, pp. 69–82, 2017, doi: 10.26533/eksis.v12i1.84.

B. R. Ananda, R. E. Putera, and R. Ariany, “Inovasi Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Kota Pariaman,” Publik (Jurnal Ilmu Adm., vol. 8, no. 2, p. 167, 2020, doi: 10.31314/pjia.8.2.167-179.2019.

P. Thaichon, A. Lobo, and A. Mitsis, “Achieving customer loyalty through service excellence in internet industry,” Int. J. Qual. Serv. Sci., vol. 6, no. 4, pp. 274–289, 2014, doi: 10.1108/IJQSS-03-2014-0024.

F. Tjiptono, Strategi Pemasaran. Yogyakarta : Andi, 2015.

B. Tay and D. Sundiman, “Pengaruh Inovasi Hijau Terhadap Kinerja Berkelanjutan: Peran Moderasi Dari Kepedulian Lingkungan Manejerial (Studi Pada Umkm Di Batam),” DeReMa (Development Res. Manag. J. Manaj., vol. 16, no. 1, p. 96, 2021, doi: 10.19166/derema.v16i1.2505.

H. N. Soetjipto, Perspektif Pembelajaran Dan Pertumbuhan Dalam Implementasi Balance Scorecard Sebagai Instrumen Penilaian Kinerja. 2018.

E. Ahoa, A. Kassahun, and B. Tekinerdogan, “Business processes and information systems in the Ghana cocoa supply chain: A survey study,” NJAS - Wageningen J. Life Sci., vol. 92, no. March 2019, p. 100323, 2020, doi: 10.1016/j.njas.2020.100323.

S. Peters, Y. Kerner, R. Dijkman, I. Adan, and P. Grefen, “Fast and accurate quantitative business process analysis using feature complete queueing models,” Inf. Syst., vol. 104, p. 101892, 2022, doi: 10.1016/j.is.2021.101892.

D. D. Rahmawati, “Pengaruh Persepsi Harga Terhadap Kepuasan Konsumen Pengguna Jasa Travel,” Bongaya J. Res. Manag., vol. 3, no. 2, pp. 21–27, 2020, doi: 10.37888/bjrm.v3i2.239.

F. Manan, M. Nasir, and S. Saidin, “Strategi Inovasi Pelayanan Kesehatan Pada Rumah Sakit Umum Daerah Kota Kendari,” NeoRespublica J. Ilmu Pemerintah., vol. 1, no. 2, p. 119, 2020, doi: 10.52423/neores.v1i2.10427.

F. Tjiptono and G. Chandra, Service, quality and satisfaction. Yogyakarta: Andi, 2016.

P. T. Kotler, M. Brady, M. Goodman, and T. Hansen, Marketing Management. Pearson Education, 2019.

D. A. Fitriani, S. A. Pasinringi, I. Irwandy, and H. Amqam, “The effect of perceived value toward loyalty through patient satisfaction in Hasanuddin University Hospital,” Enferm. Clin., vol. 30, pp. 408–411, 2020, doi: 10.1016/j.enfcli.2019.11.008.




DOI: https://doi.org/10.31334/bijak.v19i2.2424

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Majalah Ilmiah Bijak

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

View My Stats

 

MAJALAH ILMIAH BIJAK

ISSN 1411-0830 (Media Cetak) 2621-749X (Media Online)
Email :  [email protected] / [email protected]
Website: http://ojs.stiami.ac.id/index.php/bijak/index

 

INDEKS BY: