Haryeni Haryeni, Dian Hirma


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

Teks Lengkap:



Anderson, E.W., Fornell, C. and Lehman, R. (1994) Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66. Aaker, D.A. (1991) Managing Brand Equity: Capitalizing on the Value of a Brand Name. The Free Press, New York. Howard, J.A. and Sheth, J.N. (1969) The Theory of Buyer Behaviour. John Wiley and Sons, Inc., London.

Williamson, O.E. (1988) Corporate Finance and Corporate Governance. Journal of Finance, 63, 567-591.

Morgan, R.M. and Hunt, S.D. (1994) The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20-38. Peters, T.J. and Waterman, R.H.J. (1995) In Search of Excellence: Lessons from America’s Best Run Companies. Harper Collins Publishers, New York.

Parasuraman, A.Z. (2005) E-S-QUAL, a Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Ser-vice Research,7, 213-233. Zeithaml, V.A. and Bitner, M.J. (1996) Services Marketing. McGraw-Hill, New York. Zeithaml, V.A. and Bitner, M.J. (2000) Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition, McGraw-Hill, Boston. Asuncion, J.V., Fichten, C.S., Barile, M., Fossey, M.E. and Robillard, C. (2004) Access to Information and Instruc-tional Technologies in Higher Education II: Practical Recommendations for Disability Service Providers. Journal ofPost-Secondary Education and Disability,17, 134-137.

Zairi, M. (2000) Managing Customer Dissatisfaction through Effective Complaint Management Systems. The TQMMagazine,12, 331-335.

Shankar, V., Urban, G.L. and Fareena, S. (2002) Online Trust: A Stakeholder Perspective, Concepts, Implications and Future Directions. The Journal of Strategic Information Systems, 11, 325-344.

Mayer, R.C., Davis, J.H. and Schoorman, F.D. (1995) An Integrative Model of Organizational Trust. The Academy ofManagement Review,20, 709-734.

McAllister, D.J. (1995) Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organiza-tions. Academy of Management Journal, 38, 24-59.

Oliver, R.L. (1999) Whence Consumer Loyalty? Journal of Marketing, 63, 33-44.

Bromley, D.B. (1991) Academic Contributions to Psychological Counselling: Discourse Analysis and the Formulation of Case-Reports. Counselling Psychology Quarterly, 4, 75-89.

Lassar, W., Mittal, B. and Sharma, A. (1995) Measuring Customer-Based Brand Equity. Journal of Consumer Market-ing,12, 11-19.

Hu, L. and Bentler, P.M. (1999) Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6, 1-55. Bansal, H.S. and Taylor, S. (1997) Investigating the Relationship between Service Quality, Satisfaction and Switching Intentions. In: Wilson, E.J. and Hair, J.C., Eds., Developments in Marketing Science, Academy of Marketing Science, Coral Gables, 304-313.

Chowdhary, N. and Prakash, M. (2007), “Prioritizing service quality dimensions”, Managing Service Quality, 17(5), pp. 493 – 509.

Cronin,JJ.andTaylor,SA.(1992)“Measuringservicequality:are-examinationandextension”,JournalofMarketing,Vol.56,pp.55-68. Espinoza, M. M. (1999) "Assessing the cross-cultural applicability of a service quality measure A comparative study between Quebec and Peru", International Journal of Service Industry Management, Vol. 10 Iss: 5, pp.449 – 468. Saunders, S.G. (2008), “Measuring and applying the PAKSERV service quality construct:Evidence from a South African cultural context”, Managing Service Quality, Vol.18 Iss: 5, pp. 442 – 456

Anderson, E.W. and Sullivan, M.W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science,12, 125-143. Jun, M., Yang, Z. and Kim, D. (2004), “Customers’ perceptions of online retailing service quality and their satisfaction”. International Journal of Quality & Reliability Management, 21(8), pp. 817- 840 Parasuraman, A.Z. and Berry, L.L. (1988) SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40. Parasuraman, A. Zeithaml, VA. and Berry, LL. (1991) “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol.67, Iss:4, pp. 420-50. Phillips, WJ. Wolfe, K. Hodur, N. and Leistritz, FL. (2011) “Tourist word of mouth and revisit intentions to rural tourism destinations: A case of North Dakota,USA”, International Journal of Tourism Research, Vol.13, Iss:6, pp.600-12 Svensson, G. (2006), “New aspects of research into service encounters and service quality”, International Journal of Service Industry Management, 17, pp. 245-57. Sweeney, JC. Soutar, GN. and Mazzarol T. (2008) “Factors influencing word of mouth effectiveness: Receiver perspectives”, European Journal of Marketing,Vol.42, Iss:3/4, pp.344-364. Aagja, J. P. and Garg, R. (2010) "Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 4 Iss: 1, pp.60 - 83. Andaleeb, SS. and Millet, I. (2010) "Service experiences in hospitals in Bangladesh: are there gender inequities?", International Journal of Health Care Quality Assurance, Vol. 23, Iss: 6, pp.591 – 606. Butt, MM. and Run, EC. (2010) “Private healthcare quality: applying a SERVQUAL model”, International Journal of Health Care Quality Assurance, Vol.23, Iss:7,pp.658-673. Camilleri, D. and O'Callaghan, M. (1998) "Comparing public and private hospital care service quality", International Journal of Health Care Quality Assurance, Vol. 11, Iss:4, pp. 127 – 133. Djarwanto. (2012). Statistik Induktif. Edisi kelima, Penerbit BPFE, Yogyakarta. Ehigie, BO. (2006) “Correlates of customer loyalty to their bank: a case study in Nigeria”, The International Journal of Bank Marketing, Vol. 24, Iss: 7, pp. 494- 508. Hu, LT. and Bentler, PM. (1999) “Cut off criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives” Structural Equality Modeling, Vol.6, Iss:1, pp.1-55. Işık, O. Tengilimoğlu, D. and Akbolat, M. (2011) “Measuring health care quality with the SERVQUAL method: a comparison in public and private hospitals”, HealthMED, Vol. 5, Iss:6, pp.1921-1930. Jabnoun, N. and Al-Tamimi HAH, (2003) "Measuring perceived service quality at UAE commercial banks", International Journal of Quality & Reliability Management, Vol. 20 Iss: 4, pp.458 – 472. Karatepe, OM. Avci, T. and Tekinkus, M. (2005) “Measuring service quality of banks: scale development and validation”, Journal of Retailing and Consumer Services, Vol. 12 No. 5, pp. 373-383.

Likert, R. (1934) “A simple and reliable method of scoring the turnstone attitude scales” Journal of Social Psychology, Vol.5, pp.:228. Long, M. and McMellon, C. (2004) “Exploring the determinates of retail service quality on the internet”, Journal of Service Marketing, Vol.18, Iss:1. pp.78-90. Manaf, NHA. (2005) "Quality management in Malaysian public health care", International Journal of Health Care Quality Assurance, Vol.18, Iss:3, pp. 204 – 216. Mayfield, J. and Mayfield, M. (2008) “The creative environment’s influence on intent to turnover”, Management Research News, Vol.31, Iss:1, pp.41-56. Mei, AWO. Dean, AM and White CJ. (1999) “Analysing service quality in the hospitality industry”, Managing Service Quality, Vol. 9, Iss:2, pp. 136 - 143 Mels, G. Boshoff, C. and Nel, D. (1997) “The dimensions of service quality: the original European perspective revisited”, Service Industries Journal, Vol. 17 Iss: 1, pp.173-89. Nadiri, H. and Hussain, K. (2005) “Perceptions of service quality in North Cyprus hotels”, International Journal of Contemporary Hospitality Management, Vol.17, Iss:6,pp.469–480. O'Neill, M. Watson, H. and McKenna, M. (1994) "Service Quality in the Northern Ireland Hospitality Industry", Managing Service Quality, Vol.4, Iss:3, pp. 36 – 40.49, Fall, pp. 41-50. Parasuraman, A. Zeithaml, VA. and Berry, LL. (1988) “SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol.64, Iss:1, pp. 12-43. Poolthong, Y. and Mandhachitara, R. (2009) “Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking”, International Journal of Bank Marketing, Vol.27, Iss:6, pp.408–427. Qin, H. Prybutok, VR. and Zhao, Q. (2010) "Perceived service quality in fast-food restaurants: empirical evidence from China", International Journal of Quality & Reliability Management, Vol. 27 Iss: 4, pp.424 – 437

Tsiotsou, R. (2006) “The role of perceived product quality and overall satisfaction on purchase intentions. International Journal of Consumer Studies,Vol.30, Iss:2, pp.207-217. Tsoukatos, E. and Rand, GK. (2006) “Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance “, Managing Service Quality, Vol.16, Iss:4, pp.501-519. Mahuro G. Mbuthia, Egondi Thaddaeus (2015) Validating Customer Loyalty Model Using Structural Equation Modelling in a kenyan Hospital, Vol 2, pp 1-11. Zhou, L. Zhang, Y. and Xu, J. (2002) “A Critical Assessment of SERVQUAL’s Applicability in the Banking Context of China, Asia Pacific Advances in Consumer Research”, Association for Consumer Research, Vol. 5, pp.14-21.


Article Metrics

Sari view : 93 times
PDF - 48 times


  • Saat ini tidak ada refbacks.

Kunjungan Sampai Saat ini    Web
Analytics Made Easy - StatCounter Flag Counter