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
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.
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 30, 2025, https://repository.horizon.ac.id/items/show/7963.
ON CUSTOMER LOYALTY AT THE DM CLINIC IN EAST JAKARTA,” Repository Horizon University Indonesia, accessed June 30, 2025, https://repository.horizon.ac.id/items/show/7963.