PENGARUH REPUTASI KLINIK DOKTER GIGI TERHADAP REKOMENDASI DAN LOYALITAS PASIEN

Yuni Rahmilia

Abstract


The purpose of this paper is to highlight the influence reputation of dental clinic to
recommendations and patient loyalty..The objectives of this research was : (a) the positive
effect of perceived value to customer satisfaction, (b) the positive effect of customer satisfaction
to loyalty, (c) the positive effect of customer satisfaction to reputation, (d) the positive effect
of customer satisfaction to recommendation, (e) the positive effect of reputation to loyalty, (f)
the positive effect of reputation to recommendation, The design of this research applies a
questionnaire toward of patient as a customer in Dentist and Dentists dental clinic for testing
hypothesis. Meanwhile the required data consist of five variables; perceived value, customer
satisfaction, reputation, recommendation, and loyalty. The aggregate numbers of customer
being respondent of the study are 100. Data analysis used in this research was consists of
Smart Partial Least Square Regretion as software. The result of this research conclude that
variable of perceived value had a positive effect to customer satisfaction, variable of satisfaction
had a positive effect to loyalty, reputation, recommendation and variable of reputation had a
positive effect to recomendation but reputation had negatif effect to loyalty.
Keywords : Reputation, Recommendation, Loyalty


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DOI: http://dx.doi.org/10.25105/jmpj.v8i1.1407

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