THE EFFECT OF PERCEIVED VALUE, CUSTOMER SATISFACTION AND TRUST
ON CUSTOMER LOYALTY AT THE DM CLINIC IN EAST JAKARTA

Dublin Core

Title

THE EFFECT OF PERCEIVED VALUE, CUSTOMER SATISFACTION AND TRUST
ON CUSTOMER LOYALTY AT THE DM CLINIC IN EAST JAKARTA

Subject

Knowledge management, work environment, performance, innovation capability

Description

The increasing number of clinics in big cities creates intense competition. In order to
maintain market share, clinics are required to pay attention to customer’s perceived
value, customer satisfaction, trust and customer loyalty maintenance. The purpose of
this study was to analyze the effect of perceived value, customer satisfaction, and
trust on customer loyalty; the effect of perceived value on customer satisfaction; and
the effect of customer satisfaction on trust at DM Clinic, East Jakarta. This study
involved 150 outpatients who had received health services at DM Clinic.
Questionnaires were distributed using Google Form application to collect data
based on convenience sampling, the questionnaire used a Likert scale with a value of
1 – 5. All descriptive analysis used SPSS and data analysis used PLS-SEM method.
The results of this study stated that there was a positive effect of perceived value on
customer loyalty (p = 0.065), perceived value on customer satisfaction (p = 0.05),
customer satisfaction on customer loyalty (p = 0.021), customer satisfaction on trust
(p = 0,39), trust towards customer loyalty (p = 0.119). This research can be used as
input for clinic administrators to provide better service to customers to increase
customer loyalty to DM Clinic. This research also has recommendations for further
research.

Creator

Florencia Vanya Vaniara1*, Rudy Pramono

Source

https://jurnal.stie-aas.ac.id/index.php/IJEBAR

Date

2024

Contributor

peri irawan

Format

pdf

Language

english

Type

text

Files

Collection

Citation

Florencia Vanya Vaniara1*, Rudy Pramono, “THE EFFECT OF PERCEIVED VALUE, CUSTOMER SATISFACTION AND TRUST
ON CUSTOMER LOYALTY AT THE DM CLINIC IN EAST JAKARTA,” Repository Horizon University Indonesia, accessed June 10, 2025, https://repository.horizon.ac.id/items/show/7963.