EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

Authors

  • Lenny Meitha Wulur Mulawarman University, Indonesia
  • Theresia Militina Mulawarman University, Indonesia
  • Gusti Norlitaria Achmad Mulawarman University, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v4i01.908

Abstract

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

References

Ahmed (2014)Effect of brand trust and customer satisfaction on brand loyalty in Bahawalpur. Journal of Sociological Research ISSN 1948-5468 2014, Vol. 5, No. 1

Arianto (2016) Effect of Customer Satisfaction, Brand Trust and Customer Feedback To Customer Loyalty On Car Company Suzuki. Al-Qardh Journal, Vol. 1, 5

Arikunto, S. (2013). Management Research (12th ed.). Rineka Reserved.

Barker, C., Pistrang, N., & Elliott, R. (2015). Research Methods in Clinical Psychology: An Introduction for Students and Practitioners, 3rd Edition. Wiley-Blackwell.

Belaid, S., & Behi, AT (2011). The role of attachment in building consumer-brand relationships: An empirical investigation in the utilitarian consumption context. Journal of Product and Brand Management, 20 (1), 37-47. https://doi.org/10.1108/10610421111108003

Budiyono, and Sutianingsih. 2021. Peran Kepuasan Pelanggan Dalam Memoderasi Pengaruh Perceived Value Terhadap Loyalitas Pelanggan. Jurnal Ekuitas: Jurnal Ekonomi dan Keuangan. Vol 5, No 4. https://doi.org/10.24034/j25485024.y2021.v5.i4.5104

Budiyono, Muhammad Tho’in, Dewi Muliasari, Serly Andini Restu Putri. (2021). An Analysis of Customer Satisfaction Levels in Islamic Banks Based on Marketing Mix as a Measurement Tool. Annals of the Romanian Society for Cell Biology, 2004–2012. Retrieved from https://www.annalsofrscb.ro/index.php/journal/article/view/318

Chaudhuri, A., & Holbrook, MB (2003). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65 (2), 81-93. https://doi.org/10.1509/jmkg.65.2.81.18255

Chen, S., Chen, X., Cheng, Q., & Shevlin, T. (2010). Are family firms more aggressive tax than non-family firms? Journal of Financial Economics, 95 (1), 41-61. https://doi.org/10.1016/j.jfineco.2009.02.003

Delgado-Ballester, E., & Munuera-Alemán, JL (2005). Brand trust does matter to brand equity? Journal of Product and Brand Management, 14 (3), 187-196. https://doi.org/10.1108/10610420510601058

Ferrinadewi, E. (2008). Brand and consumer psychology: implications for marketing strategies. Yogyakarta: Graha Science.

Ghozali, I., & Latan, H. (2014). Partial Least Square: Concepts, Methods & Applications Using Warppls Program 4.0 (2nd ed.). Undip.

Giese, JL, & Cote, JA (2002). Defining consumer satisfaction by Giese. Academy of Marketing Science Review, 2000 (1).

Griffin, E. (2011). A First Look At Communication Theory (8th Ed.). Mc-Graw Hill.

Gurviez, P., & Korchia, M. (2003). Test of a consumer-brand relationship models Including trusts and three consequences. Thirtieth International Research Seminar in Marketing, (June), 20.

Jeong, Y., & Lee, Y. (2010). A study on the consumer satisfaction and loyalty of furniture Purchaser in on-line shop. Asian Journal on Quality, 11 (2), 146-156. https://doi.org/10.1108/15982681011075952

Jimanto & Kunto (2014) Effect of Service Quality on Customer Loyalty With Customer Satisfaction As an intervening variable Retail Theaters On The Premiere Surabaya. Marketing Management Program, Universitas Kristen Petra Jl. Siwalankerto 121-131, Surabaya, E-mail: m36410030 @ john. petra.ac.id; kunto_ys@peter.pet ra.ac.id

Jogiyanto. (2011). Business research methodology. (BPFE Yogyakarta, Ed.) (4th Ed.). BPFE-Yogyakarta.

Kiyani et al. (2012) The Relationship Between Brand Trust, Customer Satisfaction And Customer Loyalty. (Evidence From Automobile Sector Of Pakistan). Interdisciplinary Journal of Contemporary Research In Business Vol 4, No. 1. ijcrb.webs.com

Kotler, P., & Keller, kevin lane. (2009). Marketing Management. (J. Purba, Ed.) (12th ed.). PT.indeks.

Kurnia, wind Fazri. (2013). Influence of Brand Experience, Trust and Customer Satisfaction In Building Loyalty In Users Motorcycles. University of Indonesia.

Ladhari, R., Souiden, N., & Ladhari, I. (2011). Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing, 16 (2), 111-124. https://doi.org/10.1057/fsm.2011.10

Lau Geok Theng, & Lee, sook han. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market Focused Management, 4 (1999), 341-370.

L. M. S. Kristiyanti. (2021). The Implementation of Good Corporate Governance, Village Apparatus Performance, Organizational Culture, andIts Effects Against Village Fund Management Accountability (Case Study of Tulung District, Klaten Regency). Annals of the Romanian Society for Cell Biology, 1985–1996. Retrieved from http://www.annalsofrscb.ro/index.php/journal/article/view/316

Lupiyoadi, R. (2001). Marketing Management Services (Issue 3). Salemba Four.

Mulyatiningsih, E. (2012). Applied Educational Research Methods. Alfabeta CV.

Nguyen, N., Leclerc, A., & LeBlanc, G. (2013). The mediating Role of Customer Trust on consumer loyalty. Journal of Service Science and Management, 06 (01), 96-109. https://doi.org/10.4236/jssm.2013.61010

Noor, J. (2011). Research Methodology: Theses, Dissertations, and Scientific. Prenada media group.

Nurhadi & Aziz (2017)Client Service Quality Impact Consumer Trust and Loyalty. Faculty of Economics, University of Yogyakarta, Indonesia Email: nurhadi.fe@uny.ac.i d

Pratiwi et al. (2015) The Influence Of Brand Image, Brand Trust And Customer Satisfaction On Brand Loyalty (Case Of Samsung Smartphone). Faculty of Economics and Business, Sam Ratulangi University, Manado 95 115, Indonesia E-mail: 1detha_pratiwi@yahoo.com ; 3fjtumewu@gmail.com

Rai, alok kumar, & Srivastava, M. (2013). The antecedents of consumer loyalty: An Empirical Investigation in Life Insurance Context. Journal of Competitiveness, 5 (2), 139-163. https://doi.org/10.7441/joc.2013.02.10

Santoso, S. (2002). SPSS Statistics Multivariate. Jakarta: PT Elex Media Gramedia Group Komputinso.

Schiffman, L., & Kanuk, leslie Lazar. (2004). Consumer Behavior (8th ed.).

Sembiring, inka Janita, Suharyono, & Kusumawati, A. (2014). Effect of Product Quality and Service Quality Satisfaction Konsumendalam Shaping Consumer Loyalty (Studies in KonsumenMcDonald's MT.Haryono Malang). Annales Pharmaceutiques francaises, 68 (2), 1-10. https://doi.org/10.1080/00423114.2017.1410184

Shah, J., & Inamullah, HM (2012). The Impact of Overcrowded Classroom on the Academy. International Journal of Research in Commerce, Economics and Management, 2 (6).

Sheth, JN, & Parvatiyar, A. (1995). The Evolution of Relationship Marketing: A Framework for Analysis. International Business Review, 4 (4), 397-418.

Sugiyono. (2013). Statistics For Research (23rd ed.). CV Alfabeta.

Supranto. (2004). Meaning Multivariate Analysis & Interpretation (1st ed.). PT Rineka Reserved.

Tjiptono, F. (2011). Brand Strategy Management (1st ed.). CV Andi Offset.

Umar, H. (2011). Thesis and Research Methods for Business Thesis (Issue 2). press eagle.

Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16 (5), 396-406. https://doi.org/10.1016/j.jretconser.2009.05.002

Walker, H. (2001). The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential antecedents. Journal of Service Research, 4 (1), 60-75.

Zeithaml, VA (2006). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (3), 2. https://doi.org/10.2307/1251446

Downloads

Published

2020-03-25

How to Cite

Wulur, L. M., Militina, T., & Achmad, G. N. (2020). EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01). https://doi.org/10.29040/ijebar.v4i01.908

Issue

Vol. 4 No. 01 (2020): IJEBAR, VOL. 04 ISSUE 01, MARCH 2020

Section

Articles

Citation Check

License

Authors who publish with IJEBAR agree to the following terms: Authors retain copyright and grant the IJEBAR right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgement of the work's authorship and initial publication in IJEBAR. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in IJEBAR. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

Most read articles by the same author(s)