Article Per Year (5 Year)
p-Index From 2019 - 2024
0.61
P-Index
This Author published in this journals
All Journal Menara Ilmu Jurnal Ekonomi dan Bisnis Dharma Andalas
Haryeni, Haryeni
Fakultas Ekonomi Dan Bisnis Universitas Dharma Andalas
Agriculture, Biological Sciences & Forestry Computer Science & IT Economics, Econometrics & Finance Education

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
DAMPAK DIMENSI SERVQUAL TERHADAP KEPUASAN PASIEN, KOMUNIKASI WORD OF MOUTH, DAN REPURCHASE INTENTIONS PADA RUMAH SAKIT SWASTA DIKOTA PADANG Haryeni, Haryeni; Yendra, Nofri
Menara Ilmu Vol 14, No 2 (2020): VOL. XIV NO. 2 JANUARI 2020
Publisher : LPPM Universitas Muhammadiyah Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31869/mi.v14i2.1750

Abstract

This study aims to determine: Effect of Servqual Dimension (Responsiveness) on Patient Satisfaction, Effect of Servqual Dimension on Patient Satisfaction, Effect of Servqual Dimension (Assurance) on Patient Satisfaction, Effect of Servqual Dimension (Reliability) affect on Patient Satisfaction, Effect of Servqual Dimension (Tangible) influence on Patient Satisfaction, Effect of Patient Satisfaction on Repurchase Intentions, Effect of Patient Satisfaction on WOM Communication, Effect of WOM Communication on Repurchase Intentions. The population in this study is the population of the city of Padang /consumers who has been used services at three Private Hospitals in the city of Padang, namely the Citra Bunda Public Hospital Medical Center, Ibnu Sina Islamic General Hospital and Siti Rahmah Hospital. The number of research samples used were 138 respondents. Sampling technique using accidental sampling. The data analysis technique used in testing the hypothesis of this study is SEM analysis using the Partial Least Square (PLS) program. The results showed that Assurance had a significant effect on Satisfaction, Empathy had no significant effect on Satisfaction, Reliable had no significant effect on Satisfaction, Responsibility had a significant effect on Satisfaction, Tangible had no significant effect on Satisfaction, Satisfaction had a significant effect on Repurchase Intentions, Satisfaction had no significant effect on Communication WOM, WOM communication has no significant effect on Repurchase intentions. The R-square value of the Servqual dimension variable has an effect on Satisfaction of 53.3%, the satisfaction variable has an effect on the repurchase intentions variable of 53.9% and the Repurchase Intentions variable has an effect on the WOM Communication of 41.4%. Keywords: ServQual, Patient Satisfaction, Repurchase Intentions, WOM Communication
Service Quality dan Pengaruhnya Terhadap Loyalitas dengan Kepuasan Mahasiswa Sebagai Variabel Intervening pada FEB- UNIDHA Haryeni - Haryeni; Nofri Yendra
Jurnal Ekonomi dan Bisnis Dharma Andalas Vol 23 No 2 (2021): Jurnal Ekonomi dan Bisnis Dharma Andalas
Publisher : Universitas Dharma Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jebd.v23i2.266

Abstract

This study aimed to determine the effect of service quality dimensions Assurance, Empathy, Reliable, Responsiveness, Tangible on student satisfaction at the Faculty of Economics and Business, Dharma Andalas University. The next objective is to determine satisfaction on student loyalty from the Faculty of Economics and Business, Dharma Andalas University. The population in this study were students of the Faculty of Economics and Business, Dharma Andalas University (FEB Unidha), from 2015 to 2018. To calculate the proportion of the sample, proportionate stratified random sampling was used. This technique is used for grouping so that the number of samples is proportional. The number of samples in this study was 100 respondents. The data analysis technique used in testing the hypothesis of this research is the use of the Partial Least Square program. Based on the results of research on Service Quality and Its Effect on Loyalty with Student Satisfaction as an intervening variable, the results are summarized as follows: Assurance has a significant effect on Student Satisfaction, Empathy has no significant effect on Student Satisfaction, Reliable has no significant effect on Student Satisfaction, Responsiveness does not have a significant effect on Student Satisfaction, Tangible has a significant effect on Student Satisfaction, Satisfaction has a significant effect on Student Loyalty. ABSTRAK Tujuan penelitian ini adalah untuk mengetahui Pengaruh dimensi kualitas pelayanan Assurance, Emphaty, Reliable, Responsiveness, Tangible terhadap Kepuasan Mahasisa pada Fakultas Ekonomi Dan Bisnis, Universitas Dharma Andalas. Tujuan selanjutnya untuk mengetahui pengaruh kepuasan terhadap Loyalitas mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Dharma Andalas. Populasi dalam penelitian ini adalah mahasiswa Fakultas Ekonomi dan Bisnis Universitas Dharma Andalas (FEB Unidha) angkatan 2015 sampai dengan angkatan 2018. Untuk menghitung proporsi jumlah sampel, digunakan proportionate stratified random sampling. Teknik ini digunakan untuk pengelompokan agar jumlah dari sampel menjadi proporsional. Jumlah sampel penelitian ini adalah sebanyak 100 responden. Teknik analisis data yang digunakan dalam pengujian hipotesis penelitian ini dengan pemanfaatan program Partial Least Square. Berdasarkan hasil penelitian mengenai Service Quality dan Pengaruhnya Terhadap Loyalitas dengan Kepuasan Mahasiswa sebagai variabel intervening, maka diperoleh hasil yang dirangkum sebagai berikut : Assurance berpengaruh signifikan terhadap Kepuasan Mahasiswa, Emphaty tidak berpengaruh signifikan terhadap Kepuasan Mahasiswa, Reliable tidak berpengaruh signifikan terhadap Kepuasan Mahasiswa, Responsiveness tidak berpengaruh signifikan terhadap Kepuasan Mahasiswa, Tangible berpengaruh signifikan terhadap Kepuasan Mahasiswa, Kepuasan berpengaruh signifikan terhadap Loyalitas Mahasiswa.
VALIDASI MODEL LOYALITAS PELANGGAN DENGAN MENGGUNAKAN STRUKTURAL EQUATION MODELLING PADA RUMAH SAKIT SWASTA DI KOTA PADANG Haryeni Haryeni; Dian Hirma
Menara Ilmu Vol 14, No 2 (2020): VOL. XIV NO. 2 OKTOBER 2020
Publisher : LPPM Universitas Muhammadiyah Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31869/mi.v14i2.2251

Abstract

ABSTRAK : Tujuan penelitian ini adalah untuk mengetahui : 1) Pengaruh Service Quality terhadap Customer Satisfaction, 2) Pengaruh Service Quality terhadap Trust, 3) Pengaruh Service Quality terhadap Customer Loyalty, 4) Pengaruh Customer Satisfaction terhadap Customer Loyalty, 5) Pengaruh Trust terhadap Customer Satisfaction, 6) Pengaruh Trust terhadap Customer Loyalty. Populasi dalam penelitian ini adalah Pasien rumah sakit swasta berdomisili di kota Padangyang pernah menggunakan jasa layanan padatiga Rumah Sakit Swasta di Kota Padang yaitu RS BMC, RS Umum Islam Ibnu Sina dan RS Siti Rahmah.Pengambilan sampel dalam penelitian ini menggunakan teknik convenience sampling yaitu siapa saja pasien Rumah Sakit Swasta yang kebetulan bertemu peneliti, sedangkan setiap pengambilan sampel dilakukan secara acak. Jumlah sampel penelitian ini adalah sebanyak 150 responden. Teknik analisis data yang digunakan dalam pengujian hipotesis penelitian ini dengan pemanfaatan program Partial Least Square (PLS).Customer Satisfactionberpengaruh signifikan terhadap Customer Loyalty pada rumah sakit swasta di Kota Padang.Service Quality berpengaruh signifikan terhadap Customer Loyalty pada rumah sakit swasta di Kota Padang.Service Quality berpengaruh signifikan terhadap Customer Satisfaction pada rumah sakit swasta di Kota Padang.Service Qualityberpengaruh signifikan terhadap Trust pada rumah sakit swasta di Kota Padang. Trustberpengaruh signifikan terhadap Customer Loyalty pada rumah sakit swasta di Kota Padang. Trustberpengaruh signifikan terhadapCustomer Satisfaction pada rumah sakit swasta di Kota Padang. KATA KUNCI: ServQual, Customer Satisfaction, Customer Loyalty, Trust
Co-Authors Dian Hirma Nofri Yendra Nofri Yendra