Analisis Pengaruh Pemberian Perlakuan yang Berbeda-beda (Preferential Treatment) Terhadap Aspek-aspek Loyalitas\ Pelanggan (Studi Kasus: Layanan Rawat Inap Rumah Sakit Islam Klaten)

Suliantoro, Hery and Hapsari, Tharika (2009) Analisis Pengaruh Pemberian Perlakuan yang Berbeda-beda (Preferential Treatment) Terhadap Aspek-aspek Loyalitas\ Pelanggan (Studi Kasus: Layanan Rawat Inap Rumah Sakit Islam Klaten). Diponegoro University. (Unpublished)

[img]Microsoft Word
30Kb

Abstract

Rumah Sakit Islam Klaten adalah salah satu rumah sakit swasta di Kabupaten Klaten dengan basis kerohanian. Pertumbuhan Rumah Sakit di Kabupaten Klaten menyebabkan tingginya tingkat persaingan antar rumah sakit dalam memperebutkan pelanggan. RSI Klaten telah menerapkan adanya program retensi pelanggan untuk menghadapi persaingan tetapi kurang bisa mencapai hasil yang optimal. Masalah lain yang dialami oleh RSI Klaten yaitu penurunan pertumbuhan pendapatan. Penelitian berhubungan dengan Manajemen Hubungan Pelanggan (Customer Relationship Management/CRM) dan dilakukan di ruang rawat inap kelas VIP, I, II, dan III RSI Klaten. Penelitian bertujuan untuk menganalisa pengaruh pemberian perlakuan yang berbeda-beda (preferential treatment) antar kelas pelayanan terhadap aspek-aspek loyalitas yang terdiri dari komitmen hubungan, Word of Mouth, umpan balik pelanggan, proporsi pembelian, dan pembelian yang meningkat. Pengolahan data menggunakan MANOVA dan Compare Means pada program SPSS 13.00 for Windows. Hasil penelitian menunjukkan bahwa terdapat hubungan antara kelas pelayanan dengan besar variabel aspek loyalitas tetapi ada beberapa variabel aspek loyalitas yang nilainya kurang sesuai dengan hipotesa. Dari hasil analisa bisa didapatkan strategi yang tepat sasaran bagi tiap kelas rawat inap. Islamic Hospital of Klaten is one of private hospitals in Klaten regency based religious approach. The growing of hospitals in Klaten regency causes high competition among it to fight customers over. Islamic Hospital of Klaten have implemented retention programs facing the competition but it can’t reach optimum results. Another main problem involved is decreasing of Islamic Hospital of Klaten’s revenue growth. This research related with Customer Relationship Management/CRM implementation and is done in hospital wards for class VIP, I, II, and III. The aim of this research is to analyze preferential treatment effects among different classes towards loyality aspects i.e relationship commitment, Word of Mouth, customer feedback, share of customer, and increased purchase. MANOVA and compare means in SPSS 13.00 for Windows program are used to data processing. Outcomes of this study show that there are relationships between class difference and the value of loyality aspects although there are some value of loyality aspects variabel less appropriate for the hypothesis . The outcomes can be used to get effective strategies for each class of hospital wards.

Item Type:Other
Uncontrolled Keywords:Kata kunci: Manajemen Hubungan Pelanggan, pemberian perlakuan yang berbeda-beda, aspek loyalitas, MANOVA, Compare Means. Kata kunci: Customer Relationship Management, preferential treatment, loyality aspects, MANOVA, Compare Means.
Subjects:T Technology > T Technology (General)
T Technology > TS Manufactures
Divisions:Faculty of Engineering > Department of Industrial Engineering
Faculty of Engineering > Department of Industrial Engineering
ID Code:7301
Deposited By:Admin teknik industri
Deposited On:11 Mar 2010 10:15
Last Modified:11 Mar 2010 10:15

Repository Staff Only: item control page