Customer satisfaction is one of the factors that affect customer loyalty. A good experience will always be remembered by customers and of course will recommend the experience to others, and will also make these customers will visit again in the future. The purpose of this study is to find a correlational relationship between several variables that affect customer loyalty and further improve the quality of existing services to be more optimal. Primary data were obtained from the results of a questionnaire to 100 customers of dental hospital in Jakarta using proportionate stratified random sampling technique. The data obtained were processed using the SEM PLS method. Evaluation is carried out for the outer model (measurement model) and then the Inner model. The comparison of the level of importance and performance is processed using the Importance Performance Analysis (IPA) method. The results of testing the relationship between variables show that customer satisfaction has a significant and positive effect on customer loyalty to come back. Meanwhile, the results of IPA data processing show that service hours, explanation of complaints, hospital perceptions, no negative issues, equipment upgrades, availability of parking space, availability of nursing rooms and availability of canteens are the focus of efforts to improve quality.The novelty of this research is correlational relationship between several variables that affect customer loyalty and further improve the quality of existing services and data processing processed using the SEM PLS method and Importance Performance Analysis (IPA) method.This research can be a reference for service companies and a reference for further research to be applied in other locations.
Volume 12 | Issue 2
Pages: 3373-3389
DOI: 10.5373/JARDCS/V12I2/S20201459