Effect Of Physical Evidence, Guarantee, Reliability, Responsibility, Empathy, And Price On Customer Satisfaction At Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan

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Effect of Physical Evidence, Guarantee, Reliability, Responsibility, Empathy, and Price on Customer Satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan

Introduction

In today's competitive market, customer satisfaction is a crucial factor for any business to succeed. Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, a renowned dermatology clinic in Medan, Indonesia, is no exception. The clinic's commitment to providing high-quality services and ensuring customer satisfaction is evident in its mission to deliver exceptional care to its patients. However, understanding the factors that influence customer satisfaction is essential to maintaining a loyal customer base and driving business growth.

Background

Customer satisfaction is a complex phenomenon that is influenced by various factors, including physical evidence, guarantees, reliability, responsiveness, empathy, and price. Physical evidence refers to the tangible aspects of a business, such as its appearance, cleanliness, and amenities. Guarantees, on the other hand, refer to the promises made by a business to its customers, such as warranties or refunds. Reliability refers to the consistency and timeliness of a business's services, while responsiveness and empathy refer to the ability of a business's staff to understand and respond to customer needs. Finally, price refers to the cost of a business's services, which can be a significant factor in customer satisfaction.

Methodology

This study employed an explanatory associative research method to investigate the effect of physical evidence, guarantees, reliability, responsiveness, empathy, and price on customer satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan. A total of 86 customers who had visited the clinic at least twice between January 2014 and February 2014 were surveyed using a questionnaire. The data were analyzed using multiple linear regression with a significance level of α = 5% (0.05).

Results

The results of the study showed that simultaneously, physical evidence, guarantees, reliability, responsiveness, and empathy had a positive and significant effect on customer satisfaction. However, the effect of price on customer satisfaction was also significant, but only partially. The Adjusted R Square value of 0.607 indicates that 60.7% of customer satisfaction can be explained by the independent variables, while the remaining 39.3% can be explained by other variables that are not examined in this study.

Further Analysis

Further analysis of the results revealed that physical evidence, such as cleanliness, neatness, and attractive clinical room design, has a positive influence on customer satisfaction, although not statistically significant. Guarantees, such as the professionalism of doctors and clinical staff, as well as clinical credibility supported by certification, also play an important role in building customer trust. Reliability, measured by service consistency and timeliness in providing services, does not show significant effects, which may be because customers are satisfied with the performance of the clinic that is classified as consistent. Responsibility, measured by the speed and alacrity of staff in responding to customer needs, plays an important role in increasing customer satisfaction. Empathy, as measured by the alacrity of staff in understanding and caring about customer conditions, is proven to have a significant influence on customer satisfaction. Finally, price, which is competitive and comparable to the quality of service provided, is proven to be an important factor that affects customer satisfaction.

Recommendation

Based on the findings of this study, several recommendations can be made to improve customer satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan:

  • Improving physical aspects: Clinics can consider doing renovations or arrangement of rooms that are more modern and comfortable, as well as increasing the cleanliness and neatness of the clinic.
  • Strengthening guarantees: Increasing the professionalism of staff by providing additional training and increasing clinical credibility by following the latest certification.
  • Maintaining reliability: Clinics need to maintain consistency and timeliness in providing services, as well as conducting internal evaluations to ensure the quality of services is maintained.
  • Improving responsiveness and empathy: Conducting training and building work culture that focuses on customer satisfaction.
  • Maintaining competitive prices: Conduct market analysis to ensure prices remain competitive and comparable to the quality of services provided.

Conclusion

In conclusion, this study has provided valuable insights into the factors that influence customer satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan. By understanding these factors, the clinic can continue to improve service quality and maintain customer loyalty. The recommendations made in this study can serve as a guide for the clinic to improve its physical aspects, guarantees, reliability, responsiveness, empathy, and price, ultimately leading to increased customer satisfaction and business growth.

Limitation

This study has several limitations that should be noted. Firstly, the sample size of 86 customers may not be representative of the entire customer base of the clinic. Secondly, the study only examined the effect of physical evidence, guarantees, reliability, responsiveness, empathy, and price on customer satisfaction, and did not consider other factors that may influence customer satisfaction. Finally, the study was conducted in a specific time period and may not be generalizable to other time periods.

Future Research

Future research can build on the findings of this study by examining the effect of other factors on customer satisfaction, such as staff attitude, communication skills, and patient education. Additionally, research can be conducted to investigate the impact of customer satisfaction on business outcomes, such as customer loyalty, retention, and revenue growth.
Frequently Asked Questions (FAQs) about the Effect of Physical Evidence, Guarantee, Reliability, Responsibility, Empathy, and Price on Customer Satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan

Q: What is the significance of physical evidence in customer satisfaction?

A: Physical evidence refers to the tangible aspects of a business, such as its appearance, cleanliness, and amenities. It plays a crucial role in creating a positive first impression and influencing customer satisfaction. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, physical evidence such as cleanliness, neatness, and attractive clinical room design has a positive influence on customer satisfaction, although not statistically significant.

Q: What is the role of guarantees in customer satisfaction?

A: Guarantees refer to the promises made by a business to its customers, such as warranties or refunds. They play a significant role in building customer trust and satisfaction. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, guarantees such as the professionalism of doctors and clinical staff, as well as clinical credibility supported by certification, also play an important role in building customer trust.

Q: How does reliability affect customer satisfaction?

A: Reliability refers to the consistency and timeliness of a business's services. It plays a crucial role in creating a positive experience for customers. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, reliability measured by service consistency and timeliness in providing services does not show significant effects, which may be because customers are satisfied with the performance of the clinic that is classified as consistent.

Q: What is the importance of responsibility in customer satisfaction?

A: Responsibility refers to the ability of a business's staff to understand and respond to customer needs. It plays a significant role in creating a positive experience for customers. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, responsibility measured by the speed and alacrity of staff in responding to customer needs plays an important role in increasing customer satisfaction.

Q: How does empathy affect customer satisfaction?

A: Empathy refers to the ability of a business's staff to understand and care about customer conditions. It plays a significant role in creating a positive experience for customers. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, empathy measured by the alacrity of staff in understanding and caring about customer conditions is proven to have a significant influence on customer satisfaction.

Q: What is the impact of price on customer satisfaction?

A: Price refers to the cost of a business's services. It plays a significant role in influencing customer satisfaction. In the context of Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan, price which is competitive and comparable to the quality of service provided is proven to be an important factor that affects customer satisfaction.

Q: What are the recommendations for improving customer satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan?

A: Based on the findings of this study, several recommendations can be made to improve customer satisfaction at Dermato Clinic Dr. Rointan Simanungkalit, Sp.KK. Medan:

  • Improving physical aspects: Clinics can consider doing renovations or arrangement of rooms that are more modern and comfortable, as well as increasing the cleanliness and neatness of the clinic.
  • Strengthening guarantees: Increasing the professionalism of staff by providing additional training and increasing clinical credibility by following the latest certification.
  • Maintaining reliability: Clinics need to maintain consistency and timeliness in providing services, as well as conducting internal evaluations to ensure the quality of services is maintained.
  • Improving responsiveness and empathy: Conducting training and building work culture that focuses on customer satisfaction.
  • Maintaining competitive prices: Conduct market analysis to ensure prices remain competitive and comparable to the quality of services provided.

Q: What are the limitations of this study?

A: This study has several limitations that should be noted. Firstly, the sample size of 86 customers may not be representative of the entire customer base of the clinic. Secondly, the study only examined the effect of physical evidence, guarantees, reliability, responsiveness, empathy, and price on customer satisfaction, and did not consider other factors that may influence customer satisfaction. Finally, the study was conducted in a specific time period and may not be generalizable to other time periods.

Q: What are the future research directions?

A: Future research can build on the findings of this study by examining the effect of other factors on customer satisfaction, such as staff attitude, communication skills, and patient education. Additionally, research can be conducted to investigate the impact of customer satisfaction on business outcomes, such as customer loyalty, retention, and revenue growth.