Analysis Of Service Quality On Return Visit Interest At Beauty Clinic At WTC Sudirman Skin Clinic, South Jakarta
Keywords:
service quality, revisit intention, beauty industry, Clinic Skin WTC Sudirman. Jakarta SelatanAbstract
This study aims to analyze the influence of service quality on patients' revisit intentions at Clinic Skin WTC Sudirman, Jakarta Selatan. With increasing competition in the beauty industry, service quality has become a crucial factor in retaining and attracting patients. This study is motivated by the importance of service elements, such as reliability, tangibles, responsiveness, assurance, and empathy, in building patient loyalty. The method used in this research is quantitative with a cross-sectional design. Data were collected through questionnaires from 80 respondents selected randomly. The findings reveal that all dimensions of service quality significantly influence revisit intentions, with assurance being the most dominant dimension. The study concludes that optimal service quality can increase revisit intentions. The main recommendation is for Clinic Skin management to enhance assurance aspects and provide continuous staff training to maintain patient satisfaction.
References
Abbas, J., & Kurnaesih, E. (n.d.). Pengaruh kualitas pelayanan terhadap kepuasan dan minat kunjungan ulang pasien rawat inap di RSUD Tenriawaru Bone. . . Vol., 4(3).
Agusli, D., & Kunto, S. Y. (2013). Analisis Pengaruh Dimensi Ekuitas Merek Terhadap Minat Beli Konsumen Midtown Hotel Surabaya. Jurnal Manajemen Pemasaran Petra, 1(2), 1–8.
Ahmad, I. A. (2023). Pengaruh Bauran Pemasaran Terhadap Keputusan Konsumen Perawatan Kulit di DOC Klinik Kecantikan Makassar. . . Vol., 4(2).
Alam, M., Arndt, K. A., & Dover, J. S. (2000). Aesthetic surgery: Coming of age. The Lancet, 356, S60. https://doi.org/10.1016/S0140-6736(00)92046-4
Alqam, M., Wamsley, C. E., Hitchcock, T., Jones, B. C., Akgul, Y., & Kenkel, J. M. (2022). Efficacy and Tolerability of a Microneedling Device for Treating Wrinkles on the Neck. Aesthetic Surgery Journal, 42(10), 1154–1160. https://doi.org/10.1093/asj/sjac085
Alvia Amri, Z., Indrawati, L., Sulistyowati, Y., & Susanti, R. (2024). Hubungan Persepsi Pasien Terkait Kualitas Pelayanan Dengan Minat Kunjungan Ulang di Rawat Jalan RSUP Persahabatan Tahun 2023. Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia (MARSI), 8(1), 33–43. https://doi.org/10.52643/marsi.v8i1.4068
Alviah, I. K., & Juariyah, J. (2023). Opini Mahasiswa tentang Klinik Kecantikan di Kabupaten Jember. Jurnal Bisnis Dan Komunikasi Digital, 1(1), 12. https://doi.org/10.47134/jbkd.v1i1.1908
Alvian, I. G. P. K. (2021). Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Kepuasan Konsumen: ‘Masalah’. PERFORMA, 5(4), 295–302. https://doi.org/10.37715/jp.v5i4.1783
Amryyanti, R., Sukaatmadja, I. P. G., & Cahya, K. N. (2012). Pengaruh Kualitas Layanan, Produk, dan Kewajaran Harga terhadap Kepuasan dan Loyalitas Pelanggan pada LnC Skin Care Singaraja.
Ansori, & Wasiman. (2024). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Loyalitas Pasien Erha Clinic Batam Dengan Kepuasan Pasien Sebagai Variabel Intervening. SEIKO : Journal of Management & Business, 7(1).
Bahar, H., Liana, F., Apriani, Restina, A., & Fauzi, E. A. (2020). Menyusun dan Mengembangkan Materi Penyuluhan Kesehatan. SPASI MEDIA.
Bahri, M. Y., & Patimah, S. (2023). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Kepercayaan Pasien di Unit Rawat Inap Rumah Sakit Umum Daerah Arifin Nu’mang. . . Vol., 4(4).
Benahmed, S., Ouchelh, M., & Professor, Department of Psychology, University Mohammed V, Rabat. (2023). Plastic Surgery: An Artistic Practice for Women’s Psychological Aesthetics. International Journal of Advanced Research, 11(07), 292–299. https://doi.org/10.21474/IJAR01/17231
Brilliani, D. B., Wahyoedi, S. W., & Saparso, S. S. (2024). Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Kunjungan Ulang Pasien (Studi Second Order Pada Poliklinik Laktasi Rsia Kemang Medical Care. Journal of Economic, Bussines and Accounting (COSTING), 7(4), 10124–10136. https://doi.org/10.31539/costing.v7i4.11074
Bukvić Mokos, Z., Jović, A., Čeović, R., Kostović, K., Mokos, I., & Marinović, B. (2018). Therapeutic challenges in the mature patient. Clinics in Dermatology, 36(2), 128–139. https://doi.org/10.1016/j.clindermatol.2017.10.004
Calvo Peretti, M., Caballero Uribe, N., Régnier, A., & Trüeb, R. M. (2020). Look at Your Hair the Way You Look at Your Face: Concept of Total Facial Skin and Hair Care. Skin Appendage Disorders, 6(2), 67–76. https://doi.org/10.1159/000504306
Camargo Jr, F. B., Minami, M. M., Rossan, M. R., Magalhães, W. V., Porto Ferreira, V. T., & Maia Campos, P. M. B. G. (2022). Prevention of chemically induced hair damage by means of treatment based on proteins and polysaccharides. Journal of Cosmetic Dermatology, 21(2), 827–835. https://doi.org/10.1111/jocd.14148
Citra, E. W., Razak, A., & Amelia, A. R. (2021). Pengaruh Citra Rumah Sakit Dan Kualitas Pelayanan Terhadap Mina Kunjungan Kembali Melalui KepuasanPasien Di Rawat Inap Rsud Salewangan Maros Tahun 202. 4.
Darmawan. (2021). Manajemen Rumah Sakit “Informasi Cakupan Capaian Target Pelayanan, Manajemen Mutu, Manajemen Efisiensi Pelayanan, Biaya Ekonomi Penyakit, Pendidikan Dan Pelatihan” Di Rumah Sakit. Penerbit Adab.
Debora, S. L., Dewi, S. D., Handrini Ardiyanti, & Riris, K. (2018). Peningkatan Kualitas Pelayanan Publik di Indonesia. Yayasan Pustaka Obor Indonesia.
Dona, R. (2019). Pengaruh Mutu Pelayanan terhadap Minat Kunjungan Ulang Pasien Rawat Inap di Rumah Sakit Surya Insani Pasir Pengaraian, Riau, Tahun 2019. Institut Kesehatan Helvetia.
