UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 11 / No. 1 / Published : 2013-01

Order : 10, and page :49 - 54

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Original Article :

Recommendation on building loyalty based on experiential marketing of dental clinic customers

Author :

  1. SITI ROZAAEMAH*1
  1. Puskesmas Jemursari, Surabaya

Abstract :

In National Health System (SKN), the government and private sectors are responsible for holding equal, affordable, and acceptable health services to the community. At Jemursari Public Health Center (PHC) work area, there are private dental  health  services and  private clinics.  Therefore, the Dental Clinic of Jemursari  PHC must  build customer  loyalty so that the community still utilizes PHC health services. This study  aims at knowing the customer value, the customer experience, customers’ feedback, and customers’ loyalty to Dental Clinic at Jemursari PHC. This is an observational study and data is collected cross sectional. The population of this study  is patients  who visit Dental Clinic of Jemursari  PHC more than once from May to June  2011. The sample of this study  is 98 respondents consisting of 56 respondents who have completed permanent teeth  filling treatment, 26 respondents of dental calculus cleaning, and 14 respondents of permanent teeth  dental extraction.  The result of linier regression analysis reveals  that customer experience significantly influences customer value with p < 0.005 (α <0.005) and relate products of dental filling, dental calculus cleaning, and dental extraction  significantly  influences customer loyalty with p < 0.005 (α <0.005).

Keyword :

loyalty, , customer value and experiential marketing,


References :

G r i f f i n J. ,(2003) C u s t o m e r L o y a l t y : M e n u m b u h k a n d a n Mempertahankan Kesetiaan Pelanggan Jakarta : Erlangga

Smith S & Wheeler J,(2002) Managing the customer experience, New Jersey : Prentice Hall

Departemen Kesehatan Republik Indonesia,(2004) Sistem Kesehatan Nasional Jakarta : Departemen Kesehatan Republik Indonesia

Departemen Kesehatan Republik Indonesia,(2004) Kebijakan Dasar Puskesmas Jakarta : Departemen Kesehatan Republik Indonesia

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Woodruff RB,(1997) Customer Value: The Next Source for Competitive Advantage Boise, Idaho : Journal of the Academy of Marketing science





Archive Article

Cover Media Content

Volume : 11 / No. : 1 / Pub. : 2013-01
  1. Recommendation On Nursing Staff Job Rotation System At Sidoarjo Delta Surya Hospital
  2. The Relationship Between Service Convenience And Behaviour In Post-maternity Care Utilization
  3. The Effort In Increasing Out-patients Visits At Dental Clinic Using Marketing 3.0 Approach
  4. Performance Improvement Through Increased Job Satisfaction And Organizational Citizenship Medical Employee
  5. Organizational Citizenship Behavior Development To Improve Puskesmas Performance
  6. Strategy To Increase The Antenatal Care Visitation
  7. Softskills Development Strategy Of Doctors And Nurses To Performance Improvement In Karangasem General Hospital Bali
  8. Recommendation On Decreasing The Employee’s Turnover Rate Using The Analysis Of Pushing And Pulling Factors
  9. Marketing Mix Based On Marketing Strategy And Matrix Of Boston Consulting Group
  10. Recommendation On Building Loyalty Based On Experiential Marketing Of Dental Clinic Customers

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