UPAYA PENINGKATAN LOYALITAS PELANGGAN RAWAT INAP PUSKESMAS PASREPAN KABUPATEN PASURUAN BERDASARKAN EXPERIENTIAL MARKETING

MUHAMMAD RISYA RIZKI, 101144034 (2013) UPAYA PENINGKATAN LOYALITAS PELANGGAN RAWAT INAP PUSKESMAS PASREPAN KABUPATEN PASURUAN BERDASARKAN EXPERIENTIAL MARKETING. Thesis thesis, UNIVERSITAS AIRLANGGA.

[img]
Preview
Text (ABSTRAK)
gdlhub-gdl-s2-2013-rizkimuham-27284-7.abstr-t.pdf

Download (224kB) | Preview
[img] Text (FULL TEXT)
gdlhub-gdl-s2-2013-rizkimuham-27284-full text.pdf
Restricted to Registered users only

Download (2MB) | Request a copy
Official URL: http://lib.unair.ac.id

Abstract

Community health center in Pasrepan in Pasuruan District had low BOR (Bed Occupancy Rate) in the last three years, 33.00% (2009), 31.75% (2010) and 41.10% (2011). The objectives of this study is developing recommendations to improve loyalty of inpatient customer of Community health center in Pasrepan in Pasuruan based on experiential marketing which consists of sense, feel, think, act and relate. This was a survey and observational research. The sample in this study was 35 patients who were going home after the process of inpatient care in community health center in Pasrepan in Pasuruan. The results showed that there were several factors based on the observation that health centers did not reach the standards. And based on the analysis of the patient experience about sense, feel, think, and act, there were several indicators of access and service processes in community health center in Pasrepans that provided bad experience to the patient such as parking lot shelter, walls painting, bathroom cleanliness and completeness of non-medical facilities. Based on the analysis of sense, feel, think, and act likely to affect the patient relate in terms of reutilizing inpatient care and advocacy to others who need in patient care. The conclusion of this study is that the concept of experiential marketing which consists of sense, feel, think, act affected customer loyalty. Increasing customer loyalty can be done by improving the sense, feel, think, and act. This will improve patient relate, so the customer loyalty towards inpatient care of community health center in Pasrepan in Pasuruan District.

Item Type: Thesis (Thesis)
Additional Information: KKC KK TKA. 11/13 Riz u
Uncontrolled Keywords: Experiential marketing, loyalty, Relate, inpatient public health center
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD30.28 Strategic planning
H Social Sciences > HF Commerce > HF5410-5417.5 Marketing. Distribution of products
R Medicine > RA Public aspects of medicine > RA1-1270 Public aspects of medicine > RA960-1000.5 Medical centers. Hospitals. Dispensaries. Clinics
Divisions: 10. Fakultas Kesehatan Masyarakat > Magister Administrasi dan Kebijakan Kesehatan
Creators:
CreatorsNIM/NIDN
MUHAMMAD RISYA RIZKI, 101144034UNSPECIFIED
Contributors:
ContributionNameNIDN/NIDK/NUP
ContributorStefanus Supriyanto, Prof., Dr., dr., M.SUNSPECIFIED
ContributorSetya Haksama, Dr., drg., M.KesUNSPECIFIED
Depositing User: Nn Duwi Prebriyuwati
Date Deposited: 2016
Last Modified: 04 Sep 2016 10:39
URI: http://repository.unair.ac.id/id/eprint/37354
Sosial Share:

Actions (login required)

View Item View Item