STUDI DESKRIPTIF RESPON PELANGGAN TERHADAP RELATIONAL BENEFITS DENGAN MENJADI MEMBER DI ERHA DERMATOLOGY SURABAYA

  • Felicia Pramudita Christianti Jurusan Manajemen Layanan dan Pariwisata Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Service Quality, Relational Benefits, Customers Perspective

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruhdimensi – dimensi Relational Benefits yaitu Social Benefits, Confidence Benefits dan Special Treatment Benefits terhadap Customer’s Perspective. Dalam penelitian ini, objek yang digunakan adalah Erha Dermatology, Surabaya. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari
penyebaran kuisioner. Responden yang diperlukan dalam penelitian ini sebanyak 150 responden yang pernah berkunjung di Erha Dermatology minimal 1 tahun. Teknik pengambilan sampel penelitian ini adalah non-probability sampling. Penelitian ini menggunakan pendekatan kuantitatif dengan melalui pengujian secara statistik. Pengujian dilakukan menggunakan metode Interval Likert dan Statistical Product and Service Solutions (SPSS 18.0 for windows). Hasil penelitian menunjukkan bahwa semua dimensi – dimensi Relational Benefits yaitu Social Benefits, Confidence Benefits dan Special Treatment Benefits mempunyai hubungan jangka panjang terhadap Customer’s Perspective.

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References

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Published
2018-03-01
Issue
Vol. 7 No. 1 (2018): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Section
Bidang Manajemen (M)

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