Pengaruh Total Quality Management Terhadap Customer Satisfaction dan Customer Loyalty di Klinik X
Keywords:
Total Quality Management, Customer Satisfaction, Customer Loyalty
Abstract
Pelayanan adalah prioritas utama yang harus diwujudkan dalam suatu perusahan. Seiring dengan perkembangan dan pertumbuhan tersebut, fasilitas kesehatan di Indonesia mengalami pertumbuhan baik untuk fasilitas pemerintah maupun swasta. Penelitian ini bertujuan untuk meneliti pengaruh Total Quality Management terhadap kepuasan pelanggan dan loyalitas pelanggan di Klinik X (KLINIK X). Penelitian adalah kumpulan dari proses untuk mencari solusi dalam menyelesaikan masalah setelah dilakukannya analisis lengkap dan studi yang dilakukan pada situasi tertentu. Berdasarkan hasil analisis IPMA pada penelitian, masih banyak ditemukan indikator yang perlu dilakukan pengembangan, dikarenakan performa yang rendah namun kepentingan tinggi, meliputi: Kecepatan dan kemudahan pendaftaran, Saya diinformasikan kapan layanan akan dilakukan oleh petugas, Petugas tersedia ketika dibutuhkan, Jarak antara waktu Pendaftaran dengan layanan pemeriksaan tidak lama, Pelayanan diberikan tepat waktu, Layanan tersedia dalam jam operasional yang cukup, Petugas sopan dan ramah, Petugas menanggapi keluhan dan pengaduan dengan baik, Petugas memahami kebutuhan spesifik Anda dan Petugas memiliki pengetahuan luas saat menjawab pertanyaan. Kesimpulan yang bisa diambil dari penelitian ini adalah Kualitas Proses dan Kualitas Lingkungan secara signifikan mempunyai pengaruh positif pada Kepuasan Pasien (Customer Satisfaction). Selain itu, Kepuasan Pasien secara signifikan mempunyai pengaruh positif pada Loyalitas Pasien (Customer Loyalty).
Downloads
Download data is not yet available.
References
Abu-Alhaija, Ahmad Saifalddin, Hussein, Hosni Shareif, & Allan, Almothanna Jamil Abu. (2019). Relationship Between Customer Satisfaction And Customer Loyalty: A Review And Future Directions Of Its Nature And Approaches. Eurasian Journal Of Social Sciences, 7(4), 28–39. EJSS-7.4.3.pdf (eurasianpublications.com)
Agyapong, A., Afi, J. D., & Kwateng, K. O. (2018). Examining the Effect of Perceived Service Quality of Health Care Delivery in Ghana on Behavioral Intentions of Patients: The Mediating Role of Customer Satisfaction. International Journal of Healthcare Management, 11(4), 276-288.
Al-Ali, A. M. (2014). Developing a Total Quality Management Framework for Healthcare Organizations. In Proceedings of the 2014 International Conference on Industrial Engineering and Operations Management. Bali, Indonesia.
Al-Shdaifat, E. A. (2015). Implementation of Total Quality Management in Hospitals. Journal of Taibah University Medical Sciences, 10(4), 461-466.
Anderson, V. Mittal. (2000). Strengthening the Satisfaction-Profit Chain. Journal of Service Research, 3, pp. 107–120.
Anderson, C. Fornell, S. Mazvancheryl. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68, pp. 172–185.
Ayman Abu-Rumman, Anas Mhasnah, Tariq Al-Zyout. (2021). Direct and Indirect Effects of TQM on the Patients’ Satisfaction and Loyalty In The Jordanian Health Care Sector. Management Science Letters. doi: 10.5267/j.msl.2020.9.018
Bergel, M, Frank, P, Brock, C. (2019). The Role of Customer Engagement Facets on the Formation of Attitude, Loyalty and Price Perception. J. Serv. Mark, 33, 890–903. The role of customer engagement facets on the formation of attitude, loyalty and price perception | Emerald Insight
Cakici AC, Yilmaz Akgunduz, Oya Yildirim. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, https://doi.org/10.1108/TR-02-2018-0025
Cho, W. H., Lee, H., Kim, C., Lee, S., & Choi, K. S. (2004). The Impact of Visit Frequency on the Relationship Between Service Quality and Outpatient Satisfaction: a South Korean Study. Health Services Research, 39(1), 13-34.
Dehghan, A, Dugger, J, Dobrzykowski, D, Balazs, A. (2014). The Antecedents of Student Loyalty in Online Programs. International Journal of Educational Management, 28(1), pp. 15–35. https://doi.org/10.1108/IJEM-01-2013-0007
Donabedian, A. (1988). The quality of care. How can it be assessed? JAMA: The Journal of the American Medical Association, 260(12), 1743–1748. https://doi.org/10.1001/jama.260.12.1743
Griffin, J. (2007). Customer Loyalty: How to Earn It, How to Keep It. 2nd ed. Kentucky: Mc Graw Hill. https://media.wiley.com/product_data/excerpt/87/07879638/0787963887.pdf
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of marketing, 69(4), 210-218.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/ebr-11-2018-0203
Henrique, J.L., de Matos, C.A. (2015). The Influence of Personal Values and Demographic Variables on Customer Loyalty in the Banking Industry. International Journal of Bank Marketing 33(4): 571-587. DOI: https://doi.org/10.1108/IJBM-06-2014-0082.
Johnson, D. M., Russell, R. S., & White, S. W. (2016). Perceptions of care quality and the effect on patient satisfaction. International Journal of Quality & Reliability Management, 33(8), 1202–1229. https://doi.org/10.1108/ijqrm-08-2015-0121
Keiningham, Timothy L., Aksoy, Lerzan, Buoye, Alexander, Cooil, Bruce. (2011). Customer Loyalty Isn’t Enough. Grow Your Share Of Wallet. Harvard Business Review, 89(10), 29–31. 2011-HBR.pdf (vanderbilt.edu)
Leisen Pollack, B. (2009), Linking the Hierarchical Service Quality Model to Customer Satisfaction and Loyalty. Journal of Services Marketing, Vol. 23 No. 1, pp. 42-50.
Leninkumar, Vithya. (2017). The Relationship Between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal Of Academic Research in Business and Social Sciences, 7(4), 450–465. The-Relationship-between-Customer-Satisfaction-and-Customer-Trust-on-Customer-Loyalty.pdf (researchgate.net)
Lubis A, Dalimunthe R., Absah Y, Fawzeea B. K. (2020). The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. GATR Journal of Management and Marketing Review, 5(1), 84–92. https://doi.org/10.35609/jmmr.2020.5.1(8)
Naes, T., Isaksson, T., Fearn, T., & Davies, T., (2002), Multivariate calibration and classification. West Sussex: NIR Publication.
Nasution, M.N 2005. Manajemen Mutu Terpadu (Total Quality Management)
Nguyen, T. L. H., & Nagase, K. (2019). The influence of Total Quality Management on Customer Satisfaction. International Journal of Healthcare Management, 12(4), 277-285. DOI: 10.1080/20479700.2019.1647378
Parasuraman, Anantharanthan. (1998). Customer Service In Businessâ€Toâ€Business Markets: An Agenda For Research. Journal Of Business & Industrial Marketing. Customer service in businessâ€toâ€business markets: an agenda for research | Emerald Insight
Ringle, C.M. and Sarstedt, M. (2016). Gain more insight from your PLS-SEM results: the Importance- Performance map analysis. Industrial Management and Data Systems, Vol. 116 No. 9, pp. 1865-1886.
Sadeh, E. (2017). Interrelationships Among Quality Enablers, Service Quality, Patients’ Satisfaction, and Loyalty in Hospitals. The TQM Journal, 29(1), 101–117.
Santosa, P. I. (2018). Metode penelitian kuantitatif: Pengembangan hipotesis dan pengujiannya menggunakan SmartPLS.
Sekaran, U., Bougie, R. (2016). Research Methods for Business: A Skill Building Approach (7th ed.). Wiley.
Sobur, S. 2022. Analisa Parsial Model Persamaan Struktural Dengan Software SMART-PLS Versi 3 Untuk Tenaga Kesehatan. Sumedang: Yayasan Bakti Mulia.
Sharma, V. (2017). Patient Satisfaction and Brand Loyalty in Health-Care Organizations in India. Journal of Asia Business Studies, Vol. 11 Issue: 1, pp.73-87, doi: 10.1108/JABS-09-2015-0157. 21 scopus emerald Patientsatisfactionandbrandloyalty.pdf
Swimberghe K, Sharma, D, Flurry, L. (2009). An exploratory investigation of the consumer religious commitment and its influence on store loyalty and consumer complaint intentions. Journal of Consumer Marketing, 26(5), pp. 340–347. https://doi.org/10.1108/07363760910976592
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and Customer Loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
Vilkaite-Vaitone, Neringa, & Skackauskiene, Ilona. (2020). Service Customer Loyalty: An Evaluation Based On Loyalty Factors. Sustainability, 12(6), 2260. Sustainability | Free Full-Text | Service Customer Loyalty: An Evaluation Based on Loyalty Factors (mdpi.com)
Zaid et al. (2020). The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction and Behavior Intention in Palestinian Healthcare Organizations. Technology Reports of Kansai University.
Zeithaml VA, Bitner MJ, Gremler DD. (2018). Services Marketing: Integrating Customer Focus Across the Firm. 7th ed. McGraw Hill, pp 80.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1988), Communication and Control Processes in the Delivery of Service Quality, The Journal of Marketing, pp. 35-48.
Agyapong, A., Afi, J. D., & Kwateng, K. O. (2018). Examining the Effect of Perceived Service Quality of Health Care Delivery in Ghana on Behavioral Intentions of Patients: The Mediating Role of Customer Satisfaction. International Journal of Healthcare Management, 11(4), 276-288.
Al-Ali, A. M. (2014). Developing a Total Quality Management Framework for Healthcare Organizations. In Proceedings of the 2014 International Conference on Industrial Engineering and Operations Management. Bali, Indonesia.
Al-Shdaifat, E. A. (2015). Implementation of Total Quality Management in Hospitals. Journal of Taibah University Medical Sciences, 10(4), 461-466.
Anderson, V. Mittal. (2000). Strengthening the Satisfaction-Profit Chain. Journal of Service Research, 3, pp. 107–120.
Anderson, C. Fornell, S. Mazvancheryl. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68, pp. 172–185.
Ayman Abu-Rumman, Anas Mhasnah, Tariq Al-Zyout. (2021). Direct and Indirect Effects of TQM on the Patients’ Satisfaction and Loyalty In The Jordanian Health Care Sector. Management Science Letters. doi: 10.5267/j.msl.2020.9.018
Bergel, M, Frank, P, Brock, C. (2019). The Role of Customer Engagement Facets on the Formation of Attitude, Loyalty and Price Perception. J. Serv. Mark, 33, 890–903. The role of customer engagement facets on the formation of attitude, loyalty and price perception | Emerald Insight
Cakici AC, Yilmaz Akgunduz, Oya Yildirim. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, https://doi.org/10.1108/TR-02-2018-0025
Cho, W. H., Lee, H., Kim, C., Lee, S., & Choi, K. S. (2004). The Impact of Visit Frequency on the Relationship Between Service Quality and Outpatient Satisfaction: a South Korean Study. Health Services Research, 39(1), 13-34.
Dehghan, A, Dugger, J, Dobrzykowski, D, Balazs, A. (2014). The Antecedents of Student Loyalty in Online Programs. International Journal of Educational Management, 28(1), pp. 15–35. https://doi.org/10.1108/IJEM-01-2013-0007
Donabedian, A. (1988). The quality of care. How can it be assessed? JAMA: The Journal of the American Medical Association, 260(12), 1743–1748. https://doi.org/10.1001/jama.260.12.1743
Griffin, J. (2007). Customer Loyalty: How to Earn It, How to Keep It. 2nd ed. Kentucky: Mc Graw Hill. https://media.wiley.com/product_data/excerpt/87/07879638/0787963887.pdf
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of marketing, 69(4), 210-218.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/ebr-11-2018-0203
Henrique, J.L., de Matos, C.A. (2015). The Influence of Personal Values and Demographic Variables on Customer Loyalty in the Banking Industry. International Journal of Bank Marketing 33(4): 571-587. DOI: https://doi.org/10.1108/IJBM-06-2014-0082.
Johnson, D. M., Russell, R. S., & White, S. W. (2016). Perceptions of care quality and the effect on patient satisfaction. International Journal of Quality & Reliability Management, 33(8), 1202–1229. https://doi.org/10.1108/ijqrm-08-2015-0121
Keiningham, Timothy L., Aksoy, Lerzan, Buoye, Alexander, Cooil, Bruce. (2011). Customer Loyalty Isn’t Enough. Grow Your Share Of Wallet. Harvard Business Review, 89(10), 29–31. 2011-HBR.pdf (vanderbilt.edu)
Leisen Pollack, B. (2009), Linking the Hierarchical Service Quality Model to Customer Satisfaction and Loyalty. Journal of Services Marketing, Vol. 23 No. 1, pp. 42-50.
Leninkumar, Vithya. (2017). The Relationship Between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal Of Academic Research in Business and Social Sciences, 7(4), 450–465. The-Relationship-between-Customer-Satisfaction-and-Customer-Trust-on-Customer-Loyalty.pdf (researchgate.net)
Lubis A, Dalimunthe R., Absah Y, Fawzeea B. K. (2020). The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. GATR Journal of Management and Marketing Review, 5(1), 84–92. https://doi.org/10.35609/jmmr.2020.5.1(8)
Naes, T., Isaksson, T., Fearn, T., & Davies, T., (2002), Multivariate calibration and classification. West Sussex: NIR Publication.
Nasution, M.N 2005. Manajemen Mutu Terpadu (Total Quality Management)
Nguyen, T. L. H., & Nagase, K. (2019). The influence of Total Quality Management on Customer Satisfaction. International Journal of Healthcare Management, 12(4), 277-285. DOI: 10.1080/20479700.2019.1647378
Parasuraman, Anantharanthan. (1998). Customer Service In Businessâ€Toâ€Business Markets: An Agenda For Research. Journal Of Business & Industrial Marketing. Customer service in businessâ€toâ€business markets: an agenda for research | Emerald Insight
Ringle, C.M. and Sarstedt, M. (2016). Gain more insight from your PLS-SEM results: the Importance- Performance map analysis. Industrial Management and Data Systems, Vol. 116 No. 9, pp. 1865-1886.
Sadeh, E. (2017). Interrelationships Among Quality Enablers, Service Quality, Patients’ Satisfaction, and Loyalty in Hospitals. The TQM Journal, 29(1), 101–117.
Santosa, P. I. (2018). Metode penelitian kuantitatif: Pengembangan hipotesis dan pengujiannya menggunakan SmartPLS.
Sekaran, U., Bougie, R. (2016). Research Methods for Business: A Skill Building Approach (7th ed.). Wiley.
Sobur, S. 2022. Analisa Parsial Model Persamaan Struktural Dengan Software SMART-PLS Versi 3 Untuk Tenaga Kesehatan. Sumedang: Yayasan Bakti Mulia.
Sharma, V. (2017). Patient Satisfaction and Brand Loyalty in Health-Care Organizations in India. Journal of Asia Business Studies, Vol. 11 Issue: 1, pp.73-87, doi: 10.1108/JABS-09-2015-0157. 21 scopus emerald Patientsatisfactionandbrandloyalty.pdf
Swimberghe K, Sharma, D, Flurry, L. (2009). An exploratory investigation of the consumer religious commitment and its influence on store loyalty and consumer complaint intentions. Journal of Consumer Marketing, 26(5), pp. 340–347. https://doi.org/10.1108/07363760910976592
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and Customer Loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
Vilkaite-Vaitone, Neringa, & Skackauskiene, Ilona. (2020). Service Customer Loyalty: An Evaluation Based On Loyalty Factors. Sustainability, 12(6), 2260. Sustainability | Free Full-Text | Service Customer Loyalty: An Evaluation Based on Loyalty Factors (mdpi.com)
Zaid et al. (2020). The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction and Behavior Intention in Palestinian Healthcare Organizations. Technology Reports of Kansai University.
Zeithaml VA, Bitner MJ, Gremler DD. (2018). Services Marketing: Integrating Customer Focus Across the Firm. 7th ed. McGraw Hill, pp 80.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1988), Communication and Control Processes in the Delivery of Service Quality, The Journal of Marketing, pp. 35-48.
Published
2024-01-08
Section
Original Articles
Copyright (c) 2024 Monika Aprilyanti, Pauline H. Pattyranie
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
