CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH

Muhammad Zakiy

Abstract


This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.


Keywords


service quality; corporate image

Full Text:

PDF

Article Metrics

Abstract views : 0| PDF views : 0

References


Al-Kwifi, S. O., & McNaughton, R. B. (2013). The influence of product features on brand switching: the case of magnetic resonance imaging equipment. Journal of Business & Industrial Marketing, 28(5), 421–431.

Ali, R., Jin, Z., Wu, K., & Melewar, T.C. (2017). How does reputation win trust? A customer-based mediation analysis. International Studies of Management & Organization, 47: 220–239.

Bawa, P., Gupta, B., & Sharma, B. (2013). Retail service quality’s impact on value delivery & customer satisfaction in a retail store environment. Journal of Marketing & Communication, 9(1), 37-43.

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service quality puzzle. Business Horizons, September-October, 35-43.

Casidy, R. (2014). Linking brand orientation with service quality, satisfaction, and positive word-of-mouth: Evidence from the higher education sector. Journal of Nonprofit & Public Sector Marketing, 26, 142–161.

Chwla, S., & Sehgal, R. (2012). An empirical analysis of the awareness and satisfaction level of internet banking users with respect to demographic profile. The IUP Journal of Marketing Management, 11(1), 62-83.

Dkudiene, V., Eertokas, D., McCorkle, D., & Reardon, J. (2015). The effect of e-shops’ service quality on Lithuanian consumers’ purchase intentions. International Journal of Business, Marketing, and Decision Sciences, 8(1), 43-59.

Ediyono, S. (2017). Islam and social integration in the reflection of the nusantara society. Jurnal Afkaruna, 13(2), 148-167.

Faria, N., & Mendes, L. (2013). Organizational image’s partial mediation role between quality and users’ satisfaction. The Service Industries Journal, 33(13–14), 1275–1293

Gunalan, M., & Ceylan, A. (2014). The mediator role of organizational image on the relationship between jealousy and turnover intention: A study on health workers. Balikesir University The Journal of Social Sciences Institute, 17(31), 133-156.

Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, (30), 619–629.

Hatch, M. J., & Schultz, M. (1997). Relations between organizational culture, identity and image. European Journal of Marketing,31(5/6), 356-365.

Haumann, T., Quaiser, B., Wieseke, J., & Rese, M. (2014). Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer–company identification over time. Journal of Marketing, 78, 78-102.

He, Y., & Lai, K.K. (2014). The effect of corporate social responsibility on brand loyalty: The mediating role of brand image. Total Quality Management, 25(3), 249–263.

Huang, C., & Lien, H. (2012). An empirical analysis of the influences of corporate social responsibility on organizational performance of Taiwan’s construction industry: Using corporate image as a mediator. Construction Management and Economics, 30, 263–275.

Irina, I., & Zait, A. (2016). Corporate reputation, satisfaction and loyalty - analysis of possible causal relationships. Romanian Journal of Marketing, (2), 47-56.

Jamal, A., Anastasiadou, K. (2009). Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing, 43(4), 398-420.

Kotler P., & Armstrong, G. (2010). Principles of marketing. Pearson Prentice Hall, New Jersey.

Larivière, B., Keiningham, T. L., Aksoy, L., Yalcn, A., Morgeson III, F. V., & Mithas, S. (2015). Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: A cross-industry analysis at the customer and firm levels. Journal of Marketing Research, 53, 91-109.

Ledden, L., Kalafatis, S. P., &Mathioudakis, A. (2011). The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination. Journal of Marketing Management, 27(11–12), 1232–1260.

Lee, S. H., & Jung, K. S. (2018). Loyal customer behaviors: Identifying brands fans. Social behaviour & personality: An International Journal, 46(8), 1285-1304.

Lyons, B. D., & Marler, J. H. (2011). Got image? Examining organizational image in web recruitment. Journal of Managerial Psychology, 26(1), 58-76.

Martins, R. C., Hor-Meyll, L. F., & Ferreira, J. B. (2013). Factors affecting mobile users’ switching intentions: a comparative study between the Brazilian and German markets. Brazilian Administration Review, 10(3), 239-262.

Maysami, R. C., Goby, V. P., & Mensah, E. C. (2014). Enhanced customer satisfaction in the wake of banking liberalization: the Singaporean case. International Journal of Business, Marketing, and Decision Sciences 7(1), 1-18.

Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., &Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.

Mutmainnah. (2017). Pengaruh kualitas layanan dan citra perusahaan terhadap kepuasan dan loyalitas nasabah. Jurnal Manajemen dan Pemasaran Jasa, 10(2), 201-216.

Nashir, H. (2015). Islam berkemajuan mencerahkan keadaban bangsa. Suara Muhammadiyah, (21), 12-13.

Nikbin, D., Ismail, I., Marimuthu, M., & Armesh, H. (2012). Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry. Management Research Review, 35(3/4), 309-325.

Oliver, R. L. (1980). A congitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.

Prasadh, R. R. (2018). Examining the roles of perceived quality and customer satisfaction as predictors of customer loyalty in the Indian e-banking context. Journal of Management Research, 18(3), 176-187.

Robbins, S. P., & Judge, T. A. (2013). Organizational behaviour. (Fifteenth Edition). London, Pearson. Saeed, A., Hussain, N., & Riaz, A. (2011). Factors affecting consumers’ switching intentions. European Journal of Social Sciences, 19(1), 54-61.

Sembiring, N. (2018). Determinants of Competitive Advantage and Institution Image. International Review of Management and Marketing, 8(3), 45-50.

Sharma, M., & Chaubey, D. S. (2014). An empirical study of customer experience and its relationship with customer satisfaction towards the services of banking sector. Journal of Marketing & Communication. 9(3), 18-27.

Suhail., A., Mushtaq, A., Darzi., & Parrey. S.H. (2018). Antecedents of customer loyalty in banking sector: A mediational study. The Journal for Decision Makers, 43(2), 92–105.

Sunayna. (2013). Service quality versus customer satisfaction in banking sector: A literature review. The IUP Journal of Marketing Management, 12(4), 65-78.

Unyathanakorn, K., & Rompho, N. (2014). Factors affecting customer satisfaction in online banking service. Journal of Marketing Development and Competitiveness,8(2), 50-60.

Vankateswarlu, P., Ranga, V., & Sreedhar, A. (2015). Antecedents of customer loyalty in hospitals. The IUP Journal of Marketing Management, 14(4),7-19.

Walsh, G., Mitchell, V. W., Jackson, P. R., & Beatty, S. E. (2009). Examining the antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20, 187–203.

Yildiz, E. (2017). Effects of service quality on customer satisfaction, trust, customer loyalty and word of mouth: an application on cargo companies in gümüşhane. Global Journal of Economics and Business Studies, 6 (12),81-88.

Zakiy, M., dan E.P. Azzahroh (2017). Pengaruh kualitas layanan terhadap loyalitas nasabah bank syariah dengan kepuasan nasabah sebagai variabel intervening. Jurnal Ekonomi dan Bisnis Islam, 3(1), 26 – 38.

Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.

Zeithaml, V. A., Berry, L. L., Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.

Zhang, D. (2009). Customer switching behaviour in the Chinese retail banking industry. Lincoln University, Canterbury, New Zealand.

Zhang, K. Z. K., Cheung, C. M. K., & Lee, M. K. O. (2012). Online service switching behavior: The case of blog service providers. Journal of Electronic Commerce Research, 13(3), 184-197.

http://www.muhammadiyah.or.id/

http://www.depkes.go.id/




DOI: http://dx.doi.org/10.25105/jmpj.v12i1.3149

Refbacks

  • There are currently no refbacks.




Copyright (c) 2019 Jurnal Manajemen dan Pemasaran Jasa

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

 

 

Lisensi Creative Commons

Jurnal manajemen dan pemasaran jasa  Lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional.