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All Journal Majalah Ilmiah UNIKOM Journal of Marketing Innovation
Agustinus Februadi
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Arts Humanities Computer Science & IT Economics, Econometrics & Finance Engineering Law, Crime, Criminology & Criminal Justice Social Sciences

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Pengaruh Dimensi Service Quality Terhadap Kepuasan Pasien di Bagian Rawat Inap Rumah Sakit Immanuel Bandung Albert Iskandar; Agustinus Februadi
Majalah Ilmiah UNIKOM Vol 19 No 2 (2021): Majalah Ilmiah Unikom
Publisher : Universitas Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34010/miu.v19i2.6388

Abstract

The purpose of this study was to determine impact from each dimension of Parasuraman Service Quality on Patient Satisfaction in Patient Unit Immanuel Hospital. The population of this study is Patient Unit users in Immanuel Hospital period April to May 2021. The sampling used Purposive Sampling Method with total sample 150. PLS-SEM with SmartPLS v. 3.2.9 is used as a tool for data analysis. The results showed that Empathy Dimension have most effect on Patient Satisfaction, and others dimension has no effect on Patient Satisfaction. Key Words : Service Quality, Customer Satisfaction, Structural Equation Modelling, Path Analysis
The Effect of Hotel Service Satisfaction on Loyalty: The Role of Gender Adila Sosianika; Lina Setiawati; Nono Wibisono; Lusianus Kusdibyo; Dwi Suhartanto; Agustinus Februadi
Journal of Marketing Innovation (JMI) Vol. 1 No. 1 (2021)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (338.536 KB) | DOI: 10.35313/jmi.v1i01.11

Abstract

This study aims to analyze the effect of satisfaction on hotel services such as service product satisfaction, service delivery satisfaction, and service environment satisfaction on loyalty. The sample in this study are 210 respondents who visited the hotel in the past month. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that all satisfaction variables for hotel services significantly influenced loyalty in both groups of ganders. If differentiated based on gender, it shows that male groups are more interested in service environment satisfaction and service delivery satisfaction towards loyalty, while female groups are more interested in service environment satisfaction and service product satisfaction towards loyalty.
Co-Authors Albert Iskandar DWI SUHARTANTO Kusdibyo, Lusianus Lina Setiawati Nono Wibisono Sosianika, Adila