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Menampilkan 1–8 dari 8 artikel
Customer Relationship Management and Patient Loyalty: The Mediating Role of Brand Salience and Customer Engagement Behavior
Dewi Kusuma Wijayanti
; Endang Ruswanti
; Johanes Johanes
International Journal of Management Science and Business
Vol 3
, No 1
(2026)
The increasing competition in the healthcare industry requires hospitals to establish effective relationship strategies to enhance patient loyalty. This study aims to examine the effect of Customer Relationship Management (CRM) on patient loyalty, with brand salience and customer engagement behavior (CEB) as mediating variables. The research adopts a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected from 155 outpatients at Cengkareng Ge...
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The Power of Patients Attitude towards Repurchase Intention of Hospital Services in Sumedang
Nesya Noer Kemalasari
; Endang Ruswanti
; Kemala Rita Wahidi
International Journal of Entrepreneurship and Management
Vol 2
, No 3
(2025)
Introduction: Repurchase intention is one of the important indicators in the world of health services, especially in hospitals. XYZ General Hospital must evaluate the services provided to patients by understanding patient perceptions, particularly through patient experience, as 50% of respondents expressed unwillingness to recommend or reuse the hospital’s services. This highlights a potential gap between service delivery and patient expectations. Method The purpose of this study was to analyze...
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The Influence of Brand Repositioning and Social Media Communication on Revisit Intention Via Brand Gestalt
Marsela Marsela
; Endang Ruswanti
; Kemala Rita Wahidi
International Journal of Management and Strategic Business Leadership
Vol 2
, No 3
(2025)
Hospitals need to make various efforts to improve the quality of service in order to attract new patients and retain them. However, retaining existing patients is more difficult than attracting new patients. This study aims to analyze the effect of brand repositioning and social media communication on revisit intention with hospital brand gestalt as an intervening variable at Unimedika Sepatan Hospital, Tangerang. Brand repositioning and communication through social media are important strategie...
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Navigating Healthcare's Digital Transformation : How Service Reliability and Digital Content Strategy Drive Patient Loyalty Through Trust
Ikhsan Febriansyah
; Munawar Munawar
; Endang Ruswanti
International Journal of Management Science and Entrepreneurship
Vol 2
, No 3
(2025)
The digitalization of healthcare had prompted health institutions to adopt digital content marketing as an innovative strategy for service promotion and patient loyalty development, while preserving service reliability as a crucial loyalty factor. Recent empirical research had revealed inconsistent findings about the non-linear relationships among these variables, which necessitated additional investigation incorporating trust as a mediating factor. This research sought to provide empirical vali...
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The Influence of Psychological and Social Factors on Patients' Decisions to Visit with Brand Image as an Intervening Variable in Outpatient Patients at Hermina Hospital, Depok
Shindy Kurnia Putri
; Endang Ruswanti
; Johannes Johannes
Inovasi Kesehatan Global
Vol 2
, No 3
(2025)
This study is based on the results of initial observations that indicate a downward trend in the number of non-JKN outpatients. In January 2024, the achievement was only 415 of the target of 596 visits (69.6%), the achievement was again not in accordance with the target in September with 92.8%. The purpose of this study was to examine the effect of psychological factors and social factors on patient decisions to visit with brand image as an intervening variable in outpatients at Hermina Hospital...
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The Role of Visual Design Content Quality, and System Users in Improving the Net Benefits of Electronic Medical Records in Hospital X
Dede Cintia Dianni Martin
; Anastina Tahjoo
; Endang Ruswanti
Jurnal ilmu Kesehatan Umum
Vol 3
, No 3
(2025)
The implementation of Electronic Medical Records (RME) in hospitals often faces various obstacles that hinder the achievement of maximum benefits. The main problems lie in the visual design, content quality, and user acceptance of the system, which have an impact on the work efficiency of medical personnel and the quality of service to patients. This study aims to analyze the effect of visual design and content quality of RME on Net benefits by considering system users as intervening variables....
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Analysis Of The Influence Of Brand Image and Patient Experience On the Impact Of Brand Image and Patient Experience On Patient Loyalty With Trust As a Mediating Variable in Private Insurance Inpatients at RS MRCCC Siloam Semanggi
Marselinus Surya
; Endang Ruswanti
; Wahyuni Dian Purwati
Jurnal ilmu Kesehatan Umum
Vol 3
, No 2
(2025)
Patient loyalty is an attitude that drives behavior to return to using the services of a hospital, incorporating emotional aspects, particularly making regular and repeated visits with high consistency. This study aims to obtain empirical evidence of the relationship between brand image, patient experience, and trust on the loyalty of inpatients using private insurance at MRCCC Siloam Semanggi Hospital. The background of this research is the trend of decreasing patient numbers in 2023 among thos...
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Analysis Of Social Media Marketing Activities and Brand Image On Brand Loyalty With Brand Reliability as a Mediating Variable: Study Of Physiotherapy Unit RSO Siaga Raya
Ersa Laila
; Endang Ruswanti
; Wahyuni Wahyuni
Jurnal Kesehatan dan Kedokteran
Vol 2
, No 2
(2025)
Background: Brand loyalty reflects patients' tendency to continue using a hospital's services and recommend them to others. However, the decline in physiotherapy patient visits since the COVID-19 pandemic has affected hospital revenue, while brand image and digital marketing via Instagram are still underutilized. Most previous studies have addressed brand loyalty in general, while specific studies on physiotherapy units are still rare. Although many studies show that SMMA and brand image affect...
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