Articles

Developing Marketing Strategy Initiatives to Enhance Customer Acquisition and Customer Retention for MedTech Startup (Case Study: Riliv)

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In response to increased consumption, the MedTech market in Indonesia, which includes applications for mental health services, has experienced phenomenal growth. However, customer acquisition and retention have emerged as significant obstacles for businesses such as Riliv, a prominent mental health service application. This study seeks to identify the factors that influence and improve Riliv user acquisition and retention among non-users, current users, and former users. A quantitative research strategy employing descriptive statistics and a non-probability sample of 200 respondents were utilized. To capture data, the Likert scale questionnaire was distributed online. The research included both internal and external analyses (STP, 7Ps of the marketing mix, and VRIO) as well as PESTEL, Porter’s Five Forces, competitor, and customer analyses. The SWOT and TOWS analyses were then conducted. The findings highlight the importance of effective promotional activities, competitive pricing, and superior product quality and service in attracting and retaining Riliv users. Increasing brand recognition, enhancing product attributes, and ensuring service quality have been identified as crucial factors positively influencing consumer acquisition and retention. Riliv can implement strategic marketing initiatives such as targeted advertising, influencer collaborations, refined messaging, content marketing, personalized experiences, trial periods, referral programs, and continuous engagement in order to overcome these obstacles. By adopting these strategies, Riliv can position itself as a dependable online mental health services provider and accomplish sustainable growth in the highly competitive MedTech industry.

Process Business And External Environment In Mattering Service Quality: The Moderator of Knowledge Management

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This quantitative study investigates the connections between knowledge management, business processes, and service quality. The study examines how corporate procedures directly affect service quality and how the outside environment affects it. It also looks into how knowledge management affects business processes and customer service quality. A sample of the medical industry in Tangerang City, Indonesia, received surveys, and 12 complete replies were examined. The results show that while the external environment significantly affects service quality, business practices do not directly influence it. The relationship between business processes and service quality is moderated by knowledge management, underscoring the significance of efficiently utilising organisational knowledge resources. These results point to the necessity of a comprehensive service quality improvement strategy that considers outside variables and employs efficient knowledge management techniques. Future research should overcome drawbacks like sample biases and explore these correlations using a variety of approaches and larger samples.

Analysis of Quality and Implementation of Sharia Financial Services Based on Financial Technology in Indonesia

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Technology development is increasing, marked by the increasing internet use in society. In addition, with technological advances, now many people shop for their needs through marketplaces. This study aims to describe the implementation of Fintech in Indonesia as a process of facing the digital era and quickly capturing opportunities in developing product market share. The type of research that researchers use is field research with qualitative descriptive methods. This research shows that technology services can make it easier for customers to carry out various transactions. It is proven by the number of users of the data sharia service feature who activate the service. From several acknowledgments of customers who use the data Sharia peer-to-peer lending feature, they feel accommodating with it without the sin of usury—the implementation of Sharia financial services carried out by corporate follows Islamic principles and achieves to make it easier for customers.

Solutions on Service Quality to Improve the Satisfaction of Individual Customers at Ba Ria Vung Tau Electricity Company

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The study was carried out to test the theoretical model between service quality components and individual customer satisfaction at Ba Ria Vung Tau Electricity Company. From the obtained results, the study provides managerial implications for leaders to improve service quality in order to increase individual customer satisfaction. The study used qualitative research method combined with quantitative research. Qualitative research method (group discussion) is to adjust and supplement the scale of research concepts. Quantitative research method is to check reliability, allowable value (unidirectionality, uniqueness and convergent value), and test research hypothesis by AMOS-SEM analysis method. Research results show that service quality has a positive relationship with customer satisfaction, including:(β = 0.69; p = 0.000 < 0.01).The research results give meaning to the leaders of Ba Ria Vung Tau Electricity Company in improving service quality in order to increase the satisfaction of individual customers. Finally, some limitations and directions for further research are mentioned.

Measurement of Service Quality Perception, Customer Satisfaction, and Customer Loyalty in PT Medika Antapani

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Indonesia had 11,347 clinics in 2020, 10,238 Pratama, and 1,109 Utama. West Java Province had the most clinics in 2021, with 6,572 Pratama and 1,042 Utama. Private Bandung public health provider PT. Medika Antapani 2020–2021 customer visits decreased. Pratama clinics in Kiaracondong have almost doubled to 15 clinics, giving cash clients many options. To compete, health services must constantly improve service quality to satisfy customers and build loyalty.

This research helps PT. Medika Antapani meet customer service needs. The author uses a descriptive and causal research design. The author distributes Likert scale questionnaires to 200 respondents who meet the criteria. According to a descriptive analysis of 200 respondents, most are male, 60-74 years old, live in Cisaranten Endah, are employees, and use general practitioner services. The total average for causal analysis was 3,088, 3,127, and 2.93 for service quality, satisfaction, and loyalty. Satisfaction and service quality affect loyalty by 84.1%.

Service quality improvements are needed in PT Medika Antapani for addressing six areas, including low scores on the latest equipment, recruiting Ob-Gyn doctors, and providing reminder messages. For future recommendations, PT Medika Antapani must evaluate its services to maintain quality and develop in areas service users need.

Pregnant Women’s Satisfaction with Antenatal Care (ANC) Services at Puriala Public Health Center, Konawe District

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Background: Quality health services are Public health Center that can provide satisfaction for every user of health services in accordance with the level of satisfaction of the average population, the implementation of which is in accordance with established professional standards and ethical codes. Fulfilling customer expectations for satisfactory quality of health services is one of the biggest challenges in providing health services. This study aims to determine the factors related to the level of satisfaction of pregnant women with Antenatal Care (ANC) services at the Puriala Public Health Center, Konawe Regency, in 2022.

Method: This research is an analytic survey research with a cross sectional study approach. The sample of this research is 68 with the sampling technique that is Accidental Sampling. Data analysis techniques with univariate and bivariate using the Chi-Square test.

Results: The results of the Chi-Square statistical test at the 95% confidence level (0.05) showed that p value = 1,000 so that p value = <0.05, bivariate analysis obtained reliability (p value = 0.001), responsiveness (p value = 0.218), empathy (p value = 0.022), assurance (p value = 0.945), and tangibles (p value = 0.006).

Conclusion: There is no relationship between satisfaction of pregnant women with responsiveness and assurance, while there is a relationship between satisfaction of pregnant women with reliability, empathy, and tangibles.

Growth Hack Service Framework for Boleh Dicoba Digital Company Based on Growth Hacking Framework and Value Co-Creation Framework

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BDD growth hack service practice is close to Bohnsack and Liesner (2019) and Kohtamäki & Rajala (2016) growth hack framework but lacking in data analysis and testing. The author suggested a new framework that combines the growth hack framework and the value co-creation framework. New operational instructions include value creation agreements and A/B testing based on comparative analysis. BDD should also remind clients about value creation and discuss value in exchange and value in use assignments. The new framework should increase service quality and resource availability of BDD growth hack service.

The Effect of Service Quality and the Mediating Role of Customer Satisfaction for Improving Service Loyalty in Hospital (Case Study on Annisa Hospital in Bogor Regency)

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Many of the industrial sectors have been affected by the covid-19 pandemic, such as health industry. Hospital is one of the health facilities that is needed by the public. West Java is an area that has been highly affected by this pandemic. To compete with others, Annisa Hospital must be ready to maintain their good services to patient and always controlling their performance day by day. Also, with provide great service quality will lead to customer satisfaction and maintain service loyalty. The research using 3 variables such as service loyalty(X), customer satisfaction(Z) as mediator, and service loyalty(Y). This research has proposed to see (1) the effect of service quality on customer satisfaction, (2) the effect of service quality on service loyalty, and (3) the effect of customer satisfaction on service loyalty. This research using quantitative method to collect the data, determined by 200 respondents as a sample. The data will be analyzed with path analysis and calculated with IBM SPSS Statistics. The result of this research found that there is indirect effect between service quality on service loyalty through customer satisfaction have a positive and significant effect with the p-value (0.000 <0.050), with a coefficient obtained of 0.248. The result has a significance value that (0,200 > 0.05) which means is normally distributed. Meanwhile the path analysis result on the effect of service quality on service loyalty through customer satisfaction obtain a significance value (p-value) smaller than α (<0.05). This research has a conclusion that Annisa hospital must maintain their service quality to created customer satisfaction and develop service loyalty.

A Study on Relationship between Service Quality and Customer Loyalty with Reference to Online Hotel Booking Apps

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Expeditious development of e-commerce sector in hotel and tourism industry helped a competitive edge to the hotel industry to expand their online market space. In order to be successful in the market it is not sufficient to attract new customers, managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. Online hotel reservation system is the best platform as it is beneficial to both customers and hotel management. Hotel booking procedure must be unblemished and convenient to attract new and existing customers through digital platforms. This article explores the relationship between service quality and customer loyalty with reference to online hotel booking apps. This study evaluates the appropriateness of service quality measurements in the context of online hotel booking apps. The scope of the study is to identify the factors attracting the users who use online hotel booking apps that helps to increase their loyalty in Kerala. The data are collected throughout structured questionnaire by using non-probability sampling method. The study reveals that there is a significant positive relationship between service quality and customer loyalty among online hotel booking apps.

The Guest Satisfaction Acceleration Strategy Based on Importance Performance Analysis of Solaris Hotel Kuta, Bali, Indonesia

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This research was conducted to determine the quality of service in increasing guest satisfaction at Hotel Solaris Kuta, service quality has five dimensions which include direct evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The author uses research methods with data collection tools in the form of observation, questionnaires, and documentation. The sampling technique used accidental sampling, the sample used in this study amounted to 51 respondents. The data obtained comes from distributing questionnaires that have been tested with validity and reliability. The analysis techniques used in this study are servqual (Service Quality), IPA (Importance Performance Analysis). The results showed that the gap between positive and neutral servqual scores was more than the negative score gap, so it could be seen that the service quality of room attendants at Hotel Solaris Kuta had shown good service. Several indicators must be improved in terms of service quality, namely indicators of complete room facilities (Q1), room attendants who are neat and clean (Q3), and room attendants who are polite to guests (Q13). Meanwhile, indicators that need to be maintained for service quality are room attendants in keeping rooms looking clean (Q2), room attendants in paying attention to guest needs (Q4), room attendants’ readiness in serving guests (Q7), room attendants responding to complaints and wishes of guests (Q9).