UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 1 / No. 1 / Published : 2013-01

Order : 9, and page :91 - 98

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Original Article :

Switching barriers strategy in improving patients loyalty of inpatient muhammadiyah surabaya hospital

Author :

  1. Budi Eko Siswoyo*1
  2. Stefanus Supriyanto*2
  1. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya

Abstract :

Switching barriers are one of the customer retention strategy in suppressing customers retention rate. This study was conducted to analyze the effect of switching barriers and promotion effects on patient loyalty in hospitalized installation of RS Muhammadiyah Surabaya. This was an analytical study using the observational method and cross sectional design. Data obtained by distributing questionnaires into 77 patients in the inpatient ward of Muhammadiyah Surabaya Hospital. The results showed that promotion effects highly created attractiveness, willingness purchase, and purchase behavior. Meanwhile it could not create the perceived acquisition value. Respondents' assessment of switching barriers such as interpersonal relationship was considered very good, perceived switching cost was considered very high, and the attractiveness of alternatives considered was very low. Most of patients had enough loyalty and most of them have the affective loyalty and the advocator loyalty. Conclusions can be drawn from this research that there was no effect between the promotion effects on switching barriers. The research showed that no effect of the promotion effects and switching barriers on patient loyalty, but aspects of interpersonal relationship was unsignificant. So in developing customer retention strategies in order to improve patient loyalty, hospital needs emphasize the promotion effects and switching barriers. //

Keyword :

switching barriers, promotion effects, customer loyalty,


References :

Jensen, J. M.,(2011) Consumer Loyalty on The Grocery Product Market: An Empirical Application of Dick and Basu's Framework : Journal of Consumer Marketing Vol. 28

Kotler, P., & Kevin Lane Keller,(2011) Marketing Management (14th Edition) Singapore : Prentice Hall

Kuntoro,(2010) Metode Sampling dan Penentuan Besar Sampel Surabaya : Pustaka Melati

Supriyanto , S., & Ratna D. Wulandari,(2011) Manajemen Mutu Pelayanan Kesehatan Surabaya : Pohon Cahaya

Supriyanto, S., & Ernawaty,(2009) Pemasaran Industri Jasa Kesehatan Sidoarjo : Masmedia Buana Pustaka





Archive Article

Cover Media Content

Volume : 1 / No. : 1 / Pub. : 2013-01
  1. Championship Program Evaluation As Continous Quality Improvement (cqi)
  2. Health Financing Impact On Ability To Pay And Catastrophic Payment
  3. Quality Analysis Based On Perception And Expectation Of Patients In Medokan Ayu Community Health Center Surabaya
  4. Equity In Healthcare Delivery
  5. Consumer Behavior Analysis In Inpatient Obstetrics Gynecology Surabaya Islamic Hospital
  6. Utilization Improvement Of Antenatal Care Based On Voice Of The Customer
  7. Performance Improvement Of Hospital Through Cross Functional Teamworks Practices Optimalization
  8. Vertical Equity Analysis On Healthcare Utilization
  9. Switching Barriers Strategy In Improving Patients Loyalty Of Inpatient Muhammadiyah Surabaya Hospital
  10. Drugs Stockout And Stagnant Determinants And Loss In Logistic Unit Of Haji General Hospital Surabaya

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