Date Log
Submitted
16 August 2017
Accepted
16 August 2017
Published
6 June 2017
PENGARUH KUALITAS LAYANAN DAN KEPUASAN PASIEN TERHADAP WORDS OF MOUTH PADA RUMAH SAKIT UMUM DAERAH DR. M. HAULUSSY AMBON
Corresponding Author(s) : Salhuteru Ch. Andrie
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 4 No. 1 (2017): June
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepuasan pasien terhadap words of mouth pada Rumah Sakit Umum Daerah dr. M. Haulussy Ambon. Data penelitian ini dikumpulkan menggunakan kuesioner yang dibagikan kepada 105 orang pasien yang dijumpai melalui keluarganya saat menjalani perawatan inap pada RSUD dr. M. Haulussy Ambon. Data yang dikumpulkan selanjutnya diolah menggunakan SPSS 21 dan selanjutnya dianalisis menggunakan analisis jalur. Hasilnya menunjukan variabel kualitas layanan berpengaruh positif dan signifikan baik secara langsung maupun tidak langsung terhadap words of mouth melalui kepuasan pasien. Karena itu direkomendasikan agar pihak manajemen RSUD dr. M. Haulussy Ambon dapat terus berupaya memperbaiki pelayanan yang diberikan agar lebih berkualitas.
Keywords
Kualitas Layanan
Kepuasan
Words of Mouth
Andrie, S. C. (2017). PENGARUH KUALITAS LAYANAN DAN KEPUASAN PASIEN TERHADAP WORDS OF MOUTH PADA RUMAH SAKIT UMUM DAERAH DR. M. HAULUSSY AMBON. Jurnal Minds: Manajemen Ide Dan Inspirasi, 4(1), 84–94. https://doi.org/10.24252/minds.v4i1.3156
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References
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Asubonteng, P., Mc Clearly, K.J. and Swan, J.E., 1999. Servqual Revisited : A Critical Review Of Service Quality, The Journal of Services Marketing, Vol.10, No. 6, 62-81.
Babin, Barry J, et al., 2005. Modelling Consumer Satisfaction and Word-of-Mouth : Restaurant Patronage in Korea, The Journal of Services Marketing,19, 3
Bahia, Kamilia dan Nantel, Jacques, 2000. A Reliable And Valid Measurement Scale For The Perceived Service Quality Of Banks, International Journal of Bank Marketing, Vol. 18, No.2, 84-91.
Barney, J., 1991. Firm Resource abd Sustained Competitive Advantage, Journal of Management, Vol 17. No. 1
Brown, Tom J and Dacin, Peter A., 1997. The Company and The Product: Corporate Association and Consumer Product Responses, Journal of Marketing, January, 68-84.
Chen, Cheng-Nan, 2007. The Relation among Social Capital, Entrepreneurial Orientation, Organizational Resources and Entrepreneurial Performance for New Ventures, Contemporary Management Research, National Cheng Kung University.
Ferdinand, Augusty, 2006. Metode Penelitian Manajemen, Badan Penerbit, Universitas Diponegoro, Semarang.
Flintoff, John-Paul. 2002. When The Buzz is not Quite What it Seems, Financial Times, London
Fornel, 1992. A National Customer Satisfaction Barometer : The Swedish Experience, Journal Marketing
Goodman, John. 2005. Treating Your Customers as Your Media Reps. www.brandweek.com
Kotler, P, 2000. Marketing Management : Analysis, Planning, Implementation and Control, Prentice Hall International Inc., New Jersey.
Luo, Xieming and Homburg, Christian, 2007. Neglected Outcomes of Customer Satisfaction, Journal of Marketing, April 2007
Mangold, Glynn, 1999. Word of Mouth Communication in the service
Marketplace, The Journal of Services Marketing
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988. Servqual: a Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, Spring, 12-40.
Reichheld, F.F. and Sasser, W.E. Jr., 1990. Zero Defections: Quality Comes To Services, Harvard Business Review, Vol. 68, 105-111.
Rusdiarti, 2004. Pengaruh Kualitas Pelayanan dan Nilai Pelayanan terhadap Loyalitas Nasabah pada Bank BPD Jawa Tengah Cabang Semarang, Jurnal Bisnis Strategi.
Sekaran, Uma, 2006. Research Methods for Business, Penerbit Salemba Empat, Jakarta.
Singarimbun, 1995, Metode Penelitian Survai, LP3ES, Jakarta
Stokes, David and Lomax, Wendy, 2001. Taking Control of Word-of-Mouth Marketing: The Case of Entrepreneurial Hotelier, Kingston Business School Occasional Paper Series 44
Tjiptono, Fandy, 2006. Pemasaran Jasa, Bayumedia, Malang Jawa Timur. Westbrook, Robert A., 1987. Product/Consumption-Based Affective Responses and Postpurchase Processes, Journal of Marketing Research, 24 (August),258-270.
References
Asubonteng, P., Mc Clearly, K.J. and Swan, J.E., 1999. Servqual Revisited : A Critical Review Of Service Quality, The Journal of Services Marketing, Vol.10, No. 6, 62-81.
Babin, Barry J, et al., 2005. Modelling Consumer Satisfaction and Word-of-Mouth : Restaurant Patronage in Korea, The Journal of Services Marketing,19, 3
Bahia, Kamilia dan Nantel, Jacques, 2000. A Reliable And Valid Measurement Scale For The Perceived Service Quality Of Banks, International Journal of Bank Marketing, Vol. 18, No.2, 84-91.
Barney, J., 1991. Firm Resource abd Sustained Competitive Advantage, Journal of Management, Vol 17. No. 1
Brown, Tom J and Dacin, Peter A., 1997. The Company and The Product: Corporate Association and Consumer Product Responses, Journal of Marketing, January, 68-84.
Chen, Cheng-Nan, 2007. The Relation among Social Capital, Entrepreneurial Orientation, Organizational Resources and Entrepreneurial Performance for New Ventures, Contemporary Management Research, National Cheng Kung University.
Ferdinand, Augusty, 2006. Metode Penelitian Manajemen, Badan Penerbit, Universitas Diponegoro, Semarang.
Flintoff, John-Paul. 2002. When The Buzz is not Quite What it Seems, Financial Times, London
Fornel, 1992. A National Customer Satisfaction Barometer : The Swedish Experience, Journal Marketing
Goodman, John. 2005. Treating Your Customers as Your Media Reps. www.brandweek.com
Kotler, P, 2000. Marketing Management : Analysis, Planning, Implementation and Control, Prentice Hall International Inc., New Jersey.
Luo, Xieming and Homburg, Christian, 2007. Neglected Outcomes of Customer Satisfaction, Journal of Marketing, April 2007
Mangold, Glynn, 1999. Word of Mouth Communication in the service
Marketplace, The Journal of Services Marketing
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988. Servqual: a Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, Spring, 12-40.
Reichheld, F.F. and Sasser, W.E. Jr., 1990. Zero Defections: Quality Comes To Services, Harvard Business Review, Vol. 68, 105-111.
Rusdiarti, 2004. Pengaruh Kualitas Pelayanan dan Nilai Pelayanan terhadap Loyalitas Nasabah pada Bank BPD Jawa Tengah Cabang Semarang, Jurnal Bisnis Strategi.
Sekaran, Uma, 2006. Research Methods for Business, Penerbit Salemba Empat, Jakarta.
Singarimbun, 1995, Metode Penelitian Survai, LP3ES, Jakarta
Stokes, David and Lomax, Wendy, 2001. Taking Control of Word-of-Mouth Marketing: The Case of Entrepreneurial Hotelier, Kingston Business School Occasional Paper Series 44
Tjiptono, Fandy, 2006. Pemasaran Jasa, Bayumedia, Malang Jawa Timur. Westbrook, Robert A., 1987. Product/Consumption-Based Affective Responses and Postpurchase Processes, Journal of Marketing Research, 24 (August),258-270.
Babin, Barry J, et al., 2005. Modelling Consumer Satisfaction and Word-of-Mouth : Restaurant Patronage in Korea, The Journal of Services Marketing,19, 3
Bahia, Kamilia dan Nantel, Jacques, 2000. A Reliable And Valid Measurement Scale For The Perceived Service Quality Of Banks, International Journal of Bank Marketing, Vol. 18, No.2, 84-91.
Barney, J., 1991. Firm Resource abd Sustained Competitive Advantage, Journal of Management, Vol 17. No. 1
Brown, Tom J and Dacin, Peter A., 1997. The Company and The Product: Corporate Association and Consumer Product Responses, Journal of Marketing, January, 68-84.
Chen, Cheng-Nan, 2007. The Relation among Social Capital, Entrepreneurial Orientation, Organizational Resources and Entrepreneurial Performance for New Ventures, Contemporary Management Research, National Cheng Kung University.
Ferdinand, Augusty, 2006. Metode Penelitian Manajemen, Badan Penerbit, Universitas Diponegoro, Semarang.
Flintoff, John-Paul. 2002. When The Buzz is not Quite What it Seems, Financial Times, London
Fornel, 1992. A National Customer Satisfaction Barometer : The Swedish Experience, Journal Marketing
Goodman, John. 2005. Treating Your Customers as Your Media Reps. www.brandweek.com
Kotler, P, 2000. Marketing Management : Analysis, Planning, Implementation and Control, Prentice Hall International Inc., New Jersey.
Luo, Xieming and Homburg, Christian, 2007. Neglected Outcomes of Customer Satisfaction, Journal of Marketing, April 2007
Mangold, Glynn, 1999. Word of Mouth Communication in the service
Marketplace, The Journal of Services Marketing
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988. Servqual: a Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, Spring, 12-40.
Reichheld, F.F. and Sasser, W.E. Jr., 1990. Zero Defections: Quality Comes To Services, Harvard Business Review, Vol. 68, 105-111.
Rusdiarti, 2004. Pengaruh Kualitas Pelayanan dan Nilai Pelayanan terhadap Loyalitas Nasabah pada Bank BPD Jawa Tengah Cabang Semarang, Jurnal Bisnis Strategi.
Sekaran, Uma, 2006. Research Methods for Business, Penerbit Salemba Empat, Jakarta.
Singarimbun, 1995, Metode Penelitian Survai, LP3ES, Jakarta
Stokes, David and Lomax, Wendy, 2001. Taking Control of Word-of-Mouth Marketing: The Case of Entrepreneurial Hotelier, Kingston Business School Occasional Paper Series 44
Tjiptono, Fandy, 2006. Pemasaran Jasa, Bayumedia, Malang Jawa Timur. Westbrook, Robert A., 1987. Product/Consumption-Based Affective Responses and Postpurchase Processes, Journal of Marketing Research, 24 (August),258-270.