MENINGKATKAN CUSTOMER SATISFACTION DENGAN CUSTOMER EXPERIENCE BERBASIS INTERAKSI SOSIAL (STUDI PADA PASIEN KLINIK KAGUNGAN KOTA SERANG)
Keywords:
CRM, Interaksi Sosial, Customer Experience, Customer Satisfaction
Abstract
Customer satisfaction menjadi suatu hal yang penting dalam kemajuan perusahaan untuk mencapai tujuan perusahaan. Tujuan penelitian ini adalah menganalisis pengaruh CRM dan interaksi sosial terhadap Customer satisfaction dengan menggunakan variabel Customer experience sebagai variabel intervening. Penelitian ini menggunakan metode explanatory research yang dilakukan pada 100 orang pasien Klinik Kagungan Serang yang melakukan pengobatan lebih dari satu kali. Data dikumpulkan melalui kuisioner yang selanjutnya di analisis menggunakan smartPLS 3.3. Berdasarkan hasil uji hipotesis diperoleh hasil CRM dan Social interaction berpengaruh positif terhadap Customer experience dan Customer satisfaction. CRM memiliki pengaruh positif dan signifikan terhadap Customer experience, Social interaction memiliki pengaruh positif dan signifikan terhadap Customer experience, Customer experience memiliki pengaruh positif dan signifikan terhadap Customer satisfaction, CRM dan Social interaction berpengaruh positif signifikan terhadap kepuasan pelanggan setelah melalui variabel intervening pengalaman pelanggan.
References
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Andi Tomazelli, J, Broilo, P, L, Espartel, B, L, & Basso, K, 2017, ‘The effects of store environment elements on Customer-to-Customer interactions involving older shoppers’, J, Serv, Mark, vol. 4, no.5 hh. 339-250.
Anton, Jon, Petouhoff, & Natalie L, 2002, Customer Relationship Management: The Bottom Line to Optimizing Your ROI, 2nd edition, United States: Pretince Hall.
Backstrom, K & Johansson, U, 2006, ‘Creating and consuming experience in retail store environments: comparing retailer and consumer perspectives’, Journal of Retail, Consum, Serv, vol. 13, 417–430.
Bigne, J, Mattila, S & Andreu, L, 2008, ‘The Impact of Experiential Consumption Cognitions and Emotions on Behavioral Intentions’, Journal of Services Marketing, vol. 22 hh. 303-315.
Buttle, F, 2015, ‘Customer Relationship Management Concept and Technologies, 2nd Ed’,Taylor and Francis Group, United States.
Coye, R, 2004, ‘Managing Customer expectations in the service encounter, International Journal of Serv, Ind, Manag, vol. 15 hh. 54–71.
Deci, L & Ryan, R, 2008, ‘Self-determination theory: A macrotheory of human motivation, development and health’, Journal of Psychol, vol. 49, hh. 182–185.
Dewi, A & Semuel, H, 2015, ‘Pengaruh Customer Relationship Management (CRM) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Sushi Tei Surabaya’, Jurnal Strategi Pemasaran. Vol 3, No. 1.
Dharmmesta, Swastha, B, & Handoko, T, 2015, ‘Manajemen Pemasaran Analisis Perilaku Konsumen’, Edisi Kedua, Yogyakarta: BPPFE.
Diener, E, Emmons, R, A, Larsen, R, J & Griffin, S, 1985, ‘The satisfaction with life scale’, Journal of Pers, Assess, Vol. 49, hh. 71–75.
Diller, S, Shedroff, N & D, Rhea, 2006, ‘Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences’, California: Berkeley.
Dowling, G, & Moran, P, 2015, ‘Corporate Reputations: Built in or bolted on?’, Sage Journal, vol. 3 hh. 20-29.
Dunbar, R, 2016, ‘Friends on Tap: The Role of Pubs at the Heart of the Community: A Report for CAMRA’, Oxford: Department of Experimental Psychology, University of Oxford.
Ekpo, A, Riley, B, Thomas, K, D, Yvaire, Z, Henderson, G, Geraldine, R, & Munoz, I, 2015, ‘As worlds collide: the role of marketing management in Customer-to- Customer interactions’, J, Bus, Res, vol. 68, 119–126.
Elondri. (2023). PENGARUH STORE ATMOSPHERE DAN LOKASI T ERHADAP KEPUTUSAN PEMBELIAN DI SEJATI SWALAYAN PASAMAN BARAT. Journal of Social and Economics Research, 5(2), 72-87. https://doi.org/10.54783/jser.v5i2.112
Ferdinand, A, 2015, Structural Equation Modeling dalam Penelitian Manajemen (4th Edition), Semarang: Universitas Diponegoro.
Fian, J & Yuniati,T, 2016, ‘Pengaruh kepuasan dan kepercayaan pelanggan terhadap loyalitas pelanggan auto 2000 sungkono surabaya’, Review of Integrative Business and Economics Research, Vol. 6, no. 1, hh. 21-32.
Fornell, C, Mithad, S, F, V, M, I, & Krwashnan, M, S, 2016, ‘Customer satisfaction and stock prices: high returns, low risk’, Journal of Marketing, vol. 70, 3-14.
Gautama, I, 2015, ‘Relationship Marketing dan Pemanfaatan Teknologi Informasi dalam Customer Relationship Management Untuk Memenangkan Persaingan Bisnis’, Seminar Nasional Aplikasi Teknologi Informasi 2015
Ghozali, I, 2011, Structural Equation Modelling Metode Alternatif dengan Partial Least Square (PLS) Edisi 3, Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I, 2015, Structural Equation Modeling Metode Alternatif dengan Partial Least Square (PLS), Universitas Diponegoro: Semarang.
Hasan, A, 2013, Marketing dan Kasus-Kasus Pilihan, Yogyakarta: CAPS (Center for Academic Publishing Service).
Hasan, A, 2015, Marketing dan Kasus- Kasus Pilihan, Yogyakarta: CAPS (Center for Academic Publishing Service).
Huang, J, & Hsu, C, H, 2010, ‘The impact of Customer-to-Customer interaction on cruise experience and vacation satisfaction’, Journal of Travel, vol. 49, hh. 79–92.
Irawan, H, 2016, 3 Rules for success in building top brands 3 Aturan yang dilakukan para pemenang to brand, Cetakan ke-1, Jakarta: PT. Publishing One.
Kang, J, Tang, L, & Fiore, A, M, 2014, ‘Enhancing consumer–brand relationships on restaurant Facebook fan pages: maximizing consumer benefits and increasing active participation’, International Journal of Hospitality Management, vol. 36, hh. 145–155.
Keng, C, Huang, T, Zheng, L, & Hsu, M, K, 2007, ‘Modeling service encounters and Customer experiential value in retailing: An empirical investigation of shopping mall Customers in Taiwan’, Int, J, Serv, Ind, Manag, vol. 18, hh. 349– 367.
Kim, H, S, & Choi, B, 2016, ‘The effects of three Customer-to-Customer interaction quality types on Customer experience quality and citizenship behavior in mass service settings’, J, Serv, Mark, vol. 30, hh. 384–397.
Kincaid, J, W, 2014, Customer Relationship Management: Getting It Right! Publisher(s): Prentice Hall, ISBN: 013035211X.
Kotler, P & Keller, KL, 2015, Manajemen Pemasaran, Jilid1 Edisi 12 Jakarta: PT Gelora Aksarapratama.
Kotler, P & Keller, KL, 2016, Manajemen Pemasaran, Edisi 15, Jakarta: Erlangga.
Kotler, P & Keller, KL, 2017, Manajemen Pemasaran, Jilid1 Edisi 13 Jakarta: PT Gelora Aksarapratama. Kotler, P & Armstrong, G, 2016, Principle of Marketing, 16th Edition, New Jersey: Pearson Pretice Hall.
Kuncoro, M, 2011, Metode Riset untuk Bisnis dan Ekonomi, Penerbit Erlangga: Jakarta
Lemke, F, Clark, M & Wilson, H, 2010, ‘Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique’, Journal of the Academy of Marketing Science, vol. 10. hh. 20-27.
Lukas, Ade, 2015 Customer Relationship Management, CRM Slide Pesentation, Jakarta: Ciptamaya.
Lupiyoadi, Rambat, 2015, Manajemen Pemasaran Jasa, Selemba Empat: Jakarta
Lupiyoadi, Rambat, 2016, Manajemen Pemasaran Jasa, Selemba Empat: Jakarta
Moenir, 2012, Manajemen Pelayanan Umum di Indonesia, Bumi Aksara: Jakarta
Parasuraman, A, Zeithaml, V, A, & Berry, L, L, 1998, ‘SERVQUAL: a multiple item scale for Measuring consumer perceptions of service quality’, Journal of Retaling, vol. 64 No. 1, pp, 12-40.
Pepper, D, Rogers, M, 2016, Managing Customer Relationship: A Strategic Framework, Research Gate: United States.
Rahmat, A, Suharyono. S & Priambada, S, 2018, ‘Pengaruh Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Service Kendaraan Auto2000 Kediri Suharmadji’, Jurnal Administrasi Bisnis Vol. 64.
Rapp, A, Trainor, K, J & Agnihotri, R, 2010, ‘Performance implications of Customer - linking capabilities: Examining the complementary role of Customer orientation and CRM technology’, Journal of Marketing Research, vol. 6 no.1 hh.46-66.
Reinartz, W, Krafft, M & Hoyer, W, D, 2014, ‘The Customer relationship management process: its measurement and impact on performance’, Journal of Marketing Research, vol. 3 no.1 hh. 293-305.
Ryals, L, 2015, ‘Making Customer relationship management work: the measurement and profitable management of Customer relationships’, Journal of Marketing, vol. 69, hh. 252-261.
Setya, L, Bony, Y & Suharyono. E, Y, 2017, ‘Pengaruh Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan’, Jurnal Administrasi Bisnis. Vol. 46 no.1 hh. 45-51.
Smith, S, Wheeler, J, 2002, Managing the Customer Experience: Turning Customers into Advocates, Great Britain: Pearson Education Limited.
Song, H, Altinay, L, Wang, X, L, & Sun, T, 2018, ‘The influence of Social interactions on elderly consumers’ Customer experience and loneliness’, Int, J, Contemp, Hosp, Manag, vol. 4 no.1 hh. 30-37. Srivastava, M & Kaul, D, 2014, ‘Social interaction, convenience and Customer satisfaction: the mediating effect of Customer experience’, Journal of Retail, Consum, vol. 21, no. 1 hh. 1028–1037.
Stewart, D, W, & Pavlou, P, A, 2012, ‘From consumer response to active consumer: measuring the effectiveness of interactive media’, Journal of the Academy of Marketing Science, vol. 30, no. 4, hh. 376–396.
Sugiyono. 2015, Metode Penelitian Kombinasi (Mix Methods), Bandung: Alfabeta. Tjiptono. F, Chandra, G, 2015, Pemasaran Strategik, Penerbit Andi: Yogyakarta. Tjiptono. F, 2014, Strategi Pemasaran, Edisi Ketiga, Yogyakarta.
Toepoel, V, 2013, ‘Ageing, leisure, and Social connectedness: how could leisure help reduce Social isolation of older people? Journal of Indic, Res, vol. 113 no. 1, hh. 355–372.
Tunggal, A, W, 2014, Konsep dasar Customer relationship management (CRM), Jakarta: Harvaindo.
Venkat, R, 2007, ‘Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study in a Business-to-Business Context’, Journal of Marketing, vol. 3 no.1 hh. 23.29.
Watkins, H, 2007, How to Drive Loyalty Through Fantastic Customer Experiences, Kae: Marketing Intelligence.
Wei, W, Lu, Y, Miao, L, Cai, A, L &Wang, C, 2017, ‘Customer to Customer interactions (CCIs) at conferences: an identity approach’, Tour, Manag, vol. 59, no. 1, hh. 154–170.
Wu, H, C, 2007, ‘The impact of Customer-to-Customer interaction and Customer homo- geneity on Customer satisfaction in tourism service – the service encounter perspective’, Tour, Manag, vol. 28, no. 1 hh. 1518–1528.
Yin, C & Poon, P, 2016, ‘The impact of other groups members on tourists’ travel experiences’, Int, J, Contemp, Hosp, Manag, vol. 28, no. 3, hh. 640–658.
Yoo, J, Arnold, T, J, & Frankwick, L, G, 2012, ‘Effects of positive Customer-to- Customer service interaction’, J. Bus, Res, vol. 65, no. 1 hh. 1313–1320.
Andi Tomazelli, J, Broilo, P, L, Espartel, B, L, & Basso, K, 2017, ‘The effects of store environment elements on Customer-to-Customer interactions involving older shoppers’, J, Serv, Mark, vol. 4, no.5 hh. 339-250.
Anton, Jon, Petouhoff, & Natalie L, 2002, Customer Relationship Management: The Bottom Line to Optimizing Your ROI, 2nd edition, United States: Pretince Hall.
Backstrom, K & Johansson, U, 2006, ‘Creating and consuming experience in retail store environments: comparing retailer and consumer perspectives’, Journal of Retail, Consum, Serv, vol. 13, 417–430.
Bigne, J, Mattila, S & Andreu, L, 2008, ‘The Impact of Experiential Consumption Cognitions and Emotions on Behavioral Intentions’, Journal of Services Marketing, vol. 22 hh. 303-315.
Buttle, F, 2015, ‘Customer Relationship Management Concept and Technologies, 2nd Ed’,Taylor and Francis Group, United States.
Coye, R, 2004, ‘Managing Customer expectations in the service encounter, International Journal of Serv, Ind, Manag, vol. 15 hh. 54–71.
Deci, L & Ryan, R, 2008, ‘Self-determination theory: A macrotheory of human motivation, development and health’, Journal of Psychol, vol. 49, hh. 182–185.
Dewi, A & Semuel, H, 2015, ‘Pengaruh Customer Relationship Management (CRM) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Sushi Tei Surabaya’, Jurnal Strategi Pemasaran. Vol 3, No. 1.
Dharmmesta, Swastha, B, & Handoko, T, 2015, ‘Manajemen Pemasaran Analisis Perilaku Konsumen’, Edisi Kedua, Yogyakarta: BPPFE.
Diener, E, Emmons, R, A, Larsen, R, J & Griffin, S, 1985, ‘The satisfaction with life scale’, Journal of Pers, Assess, Vol. 49, hh. 71–75.
Diller, S, Shedroff, N & D, Rhea, 2006, ‘Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences’, California: Berkeley.
Dowling, G, & Moran, P, 2015, ‘Corporate Reputations: Built in or bolted on?’, Sage Journal, vol. 3 hh. 20-29.
Dunbar, R, 2016, ‘Friends on Tap: The Role of Pubs at the Heart of the Community: A Report for CAMRA’, Oxford: Department of Experimental Psychology, University of Oxford.
Ekpo, A, Riley, B, Thomas, K, D, Yvaire, Z, Henderson, G, Geraldine, R, & Munoz, I, 2015, ‘As worlds collide: the role of marketing management in Customer-to- Customer interactions’, J, Bus, Res, vol. 68, 119–126.
Elondri. (2023). PENGARUH STORE ATMOSPHERE DAN LOKASI T ERHADAP KEPUTUSAN PEMBELIAN DI SEJATI SWALAYAN PASAMAN BARAT. Journal of Social and Economics Research, 5(2), 72-87. https://doi.org/10.54783/jser.v5i2.112
Ferdinand, A, 2015, Structural Equation Modeling dalam Penelitian Manajemen (4th Edition), Semarang: Universitas Diponegoro.
Fian, J & Yuniati,T, 2016, ‘Pengaruh kepuasan dan kepercayaan pelanggan terhadap loyalitas pelanggan auto 2000 sungkono surabaya’, Review of Integrative Business and Economics Research, Vol. 6, no. 1, hh. 21-32.
Fornell, C, Mithad, S, F, V, M, I, & Krwashnan, M, S, 2016, ‘Customer satisfaction and stock prices: high returns, low risk’, Journal of Marketing, vol. 70, 3-14.
Gautama, I, 2015, ‘Relationship Marketing dan Pemanfaatan Teknologi Informasi dalam Customer Relationship Management Untuk Memenangkan Persaingan Bisnis’, Seminar Nasional Aplikasi Teknologi Informasi 2015
Ghozali, I, 2011, Structural Equation Modelling Metode Alternatif dengan Partial Least Square (PLS) Edisi 3, Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I, 2015, Structural Equation Modeling Metode Alternatif dengan Partial Least Square (PLS), Universitas Diponegoro: Semarang.
Hasan, A, 2013, Marketing dan Kasus-Kasus Pilihan, Yogyakarta: CAPS (Center for Academic Publishing Service).
Hasan, A, 2015, Marketing dan Kasus- Kasus Pilihan, Yogyakarta: CAPS (Center for Academic Publishing Service).
Huang, J, & Hsu, C, H, 2010, ‘The impact of Customer-to-Customer interaction on cruise experience and vacation satisfaction’, Journal of Travel, vol. 49, hh. 79–92.
Irawan, H, 2016, 3 Rules for success in building top brands 3 Aturan yang dilakukan para pemenang to brand, Cetakan ke-1, Jakarta: PT. Publishing One.
Kang, J, Tang, L, & Fiore, A, M, 2014, ‘Enhancing consumer–brand relationships on restaurant Facebook fan pages: maximizing consumer benefits and increasing active participation’, International Journal of Hospitality Management, vol. 36, hh. 145–155.
Keng, C, Huang, T, Zheng, L, & Hsu, M, K, 2007, ‘Modeling service encounters and Customer experiential value in retailing: An empirical investigation of shopping mall Customers in Taiwan’, Int, J, Serv, Ind, Manag, vol. 18, hh. 349– 367.
Kim, H, S, & Choi, B, 2016, ‘The effects of three Customer-to-Customer interaction quality types on Customer experience quality and citizenship behavior in mass service settings’, J, Serv, Mark, vol. 30, hh. 384–397.
Kincaid, J, W, 2014, Customer Relationship Management: Getting It Right! Publisher(s): Prentice Hall, ISBN: 013035211X.
Kotler, P & Keller, KL, 2015, Manajemen Pemasaran, Jilid1 Edisi 12 Jakarta: PT Gelora Aksarapratama.
Kotler, P & Keller, KL, 2016, Manajemen Pemasaran, Edisi 15, Jakarta: Erlangga.
Kotler, P & Keller, KL, 2017, Manajemen Pemasaran, Jilid1 Edisi 13 Jakarta: PT Gelora Aksarapratama. Kotler, P & Armstrong, G, 2016, Principle of Marketing, 16th Edition, New Jersey: Pearson Pretice Hall.
Kuncoro, M, 2011, Metode Riset untuk Bisnis dan Ekonomi, Penerbit Erlangga: Jakarta
Lemke, F, Clark, M & Wilson, H, 2010, ‘Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique’, Journal of the Academy of Marketing Science, vol. 10. hh. 20-27.
Lukas, Ade, 2015 Customer Relationship Management, CRM Slide Pesentation, Jakarta: Ciptamaya.
Lupiyoadi, Rambat, 2015, Manajemen Pemasaran Jasa, Selemba Empat: Jakarta
Lupiyoadi, Rambat, 2016, Manajemen Pemasaran Jasa, Selemba Empat: Jakarta
Moenir, 2012, Manajemen Pelayanan Umum di Indonesia, Bumi Aksara: Jakarta
Parasuraman, A, Zeithaml, V, A, & Berry, L, L, 1998, ‘SERVQUAL: a multiple item scale for Measuring consumer perceptions of service quality’, Journal of Retaling, vol. 64 No. 1, pp, 12-40.
Pepper, D, Rogers, M, 2016, Managing Customer Relationship: A Strategic Framework, Research Gate: United States.
Rahmat, A, Suharyono. S & Priambada, S, 2018, ‘Pengaruh Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Service Kendaraan Auto2000 Kediri Suharmadji’, Jurnal Administrasi Bisnis Vol. 64.
Rapp, A, Trainor, K, J & Agnihotri, R, 2010, ‘Performance implications of Customer - linking capabilities: Examining the complementary role of Customer orientation and CRM technology’, Journal of Marketing Research, vol. 6 no.1 hh.46-66.
Reinartz, W, Krafft, M & Hoyer, W, D, 2014, ‘The Customer relationship management process: its measurement and impact on performance’, Journal of Marketing Research, vol. 3 no.1 hh. 293-305.
Ryals, L, 2015, ‘Making Customer relationship management work: the measurement and profitable management of Customer relationships’, Journal of Marketing, vol. 69, hh. 252-261.
Setya, L, Bony, Y & Suharyono. E, Y, 2017, ‘Pengaruh Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan’, Jurnal Administrasi Bisnis. Vol. 46 no.1 hh. 45-51.
Smith, S, Wheeler, J, 2002, Managing the Customer Experience: Turning Customers into Advocates, Great Britain: Pearson Education Limited.
Song, H, Altinay, L, Wang, X, L, & Sun, T, 2018, ‘The influence of Social interactions on elderly consumers’ Customer experience and loneliness’, Int, J, Contemp, Hosp, Manag, vol. 4 no.1 hh. 30-37. Srivastava, M & Kaul, D, 2014, ‘Social interaction, convenience and Customer satisfaction: the mediating effect of Customer experience’, Journal of Retail, Consum, vol. 21, no. 1 hh. 1028–1037.
Stewart, D, W, & Pavlou, P, A, 2012, ‘From consumer response to active consumer: measuring the effectiveness of interactive media’, Journal of the Academy of Marketing Science, vol. 30, no. 4, hh. 376–396.
Sugiyono. 2015, Metode Penelitian Kombinasi (Mix Methods), Bandung: Alfabeta. Tjiptono. F, Chandra, G, 2015, Pemasaran Strategik, Penerbit Andi: Yogyakarta. Tjiptono. F, 2014, Strategi Pemasaran, Edisi Ketiga, Yogyakarta.
Toepoel, V, 2013, ‘Ageing, leisure, and Social connectedness: how could leisure help reduce Social isolation of older people? Journal of Indic, Res, vol. 113 no. 1, hh. 355–372.
Tunggal, A, W, 2014, Konsep dasar Customer relationship management (CRM), Jakarta: Harvaindo.
Venkat, R, 2007, ‘Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study in a Business-to-Business Context’, Journal of Marketing, vol. 3 no.1 hh. 23.29.
Watkins, H, 2007, How to Drive Loyalty Through Fantastic Customer Experiences, Kae: Marketing Intelligence.
Wei, W, Lu, Y, Miao, L, Cai, A, L &Wang, C, 2017, ‘Customer to Customer interactions (CCIs) at conferences: an identity approach’, Tour, Manag, vol. 59, no. 1, hh. 154–170.
Wu, H, C, 2007, ‘The impact of Customer-to-Customer interaction and Customer homo- geneity on Customer satisfaction in tourism service – the service encounter perspective’, Tour, Manag, vol. 28, no. 1 hh. 1518–1528.
Yin, C & Poon, P, 2016, ‘The impact of other groups members on tourists’ travel experiences’, Int, J, Contemp, Hosp, Manag, vol. 28, no. 3, hh. 640–658.
Yoo, J, Arnold, T, J, & Frankwick, L, G, 2012, ‘Effects of positive Customer-to- Customer service interaction’, J. Bus, Res, vol. 65, no. 1 hh. 1313–1320.
Published
2024-01-24
How to Cite
Nurman Saputra. (2024). MENINGKATKAN CUSTOMER SATISFACTION DENGAN CUSTOMER EXPERIENCE BERBASIS INTERAKSI SOSIAL (STUDI PADA PASIEN KLINIK KAGUNGAN KOTA SERANG) . Journal of Social and Economics Research, 5(2), 1438-1450. https://doi.org/10.54783/jser.v5i2.238
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Articles
