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Pengaruh Perceived Service Quality dan Customer Relationship Management (CRM) Terhadap Customer Loyalty (Studi Kasus Pada Rumah Sakit Haeundae Paik Busan, Korea Selatan)

2014
Undergraduate Theses from JBPTUNIKOMPP / 2015-09-10 08:26:19
By : Wewen NIM.21210064, Perpustakaan UNIKOM (wewen.wharyana@yahoo.com)
Created : 2014-10-10, with 11 files

Keyword : Perceived Service Quality, Customer Relationship Management (CRM), Customer Loyalty
Url : http://alumni.unikom.ac.id

Korea Selatan terus menunjukkan kemajuan. Tidak hanya di bidang entertainment yang aktor dan artisnya mendapat perhatian banyak negara. Tetapi pelayanan medis di Korea Selatan juga menjadi perhatian negara lain. Salah satu rumah sakit yang sudah menerapkan sistem pelayanan kesehatan yang baik adalah Rumah Sakit Haeundae Paik Busan. Meskipun demikian, masih ada kekurangan yang harus diperbaiki oleh pihak Rumah Sakit seperti tingkat keramahan para petugas medis, pemberian informasi kepada pasien dan sebagainya. Sehingga masih ada sebagian pasien yang masih merasa kurang puas dengan pelayanan yang diberikan. Tujuan penulisan ini adalah untuk mengetahui tanggapan responden terhadap Perceived Service Quality dan Customer Relationship Management (CRM) di Rumah Sakit Haeundae Paik Busan dan mengukur indicator-indikator Perceived Service Quality dan CRM terhadap Customer Loyalty di Rumah Sakit Haeundae Paik Busan. Teknik sampling yang digunakan dalam penelitian ini adalah random sampling, yaitu pengambilan sampling secara acak terhadap seratus pasien di Rumah Sakit Haeundae Paik Busan. Teknik analisis yang digunakan adalah regresi berganda dengan persamaan kuadrat terkecil dan uji hipotesis menggunakan t-statistik untuk menguji koefisien regresi parsial serta f-statistik untuk menguji keberartian pengaruh secara bersama-sama dengan tingkat signifikan lima persen. Dari uji hipotesis dinyatakan bahwa Perceived Service Quality dan Customer Relationship Management (CRM) di Rumah Sakit Haeundae Paik Busan mendapatkan tanggapan yang positif dari pasien. Variable Perceived Service Quality secara parsial berpengaruh signifikan terhadap Customer Loyalty. Variable Customer Relationship Management (CRM) secara parsial berpengaruh signifikan secara parsial terhadap Customer Loyalty. Variable-variable Perceived Service Quality dan Customer Relationship Management (CRM) berpengaruh signifikan secara simultan terhadap Customer Loyalty.

Description Alternative :

South Korea continued to show progress. Not only in the field of entertainment (actor and artist) got the attention of many countries but medical services in South Korea is also a concern of other countries. One of the hospitals that have implemented good health care system is Haeundae Paik Hospital Busan. Nonetheless, there are still deficiencies that must be corrected by the hospital such as the level of hospitality the medical officer, the provision of information to patients and so on . So there are some patients who still are not satisfied with the service provided. The purpose of this paper is to determine the respondents to Perceived Service Quality and Customer Relationship Management (CRM) in Haeundae Paik Hospital Busan and measuring indicators Perceived Service Quality and CRM to Customer Loyalty Haeundae Paik Hospital, Busan. The sampling technique used in this research is random sampling, the random sampling used for a hundred patients in Haeundae Paik Hospital, Busan. The analysis technique used is multiple regression equation least squares and hypothesis testing using the t - statistic for testing the partial regression coefficients and F - statistics to test the significance of the effect with five percent significant level. From the hypothesis test revealed that Perceived Service Quality and Customer Relationship Management (CRM) in Haeundae Paik Hospital Busan get a positive response from the patient . Perceived Service Quality Variable partially give a significant effect on Customer Loyalty. Variable Customer Relationship Management (CRM) partially give a significant effect to Customer Loyalty. Variables Perceived Service Quality and Customer Relationship Management (CRM) simultaneously significant effect to Customer Loyalty.

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