PENGARUH REPUTASI KLINIK DOKTER GIGI TERHADAP REKOMENDASI DAN LOYALITAS PASIEN

The purpose of this paper is to highlight the influence reputation of dental clinic to recommendations and patient loyalty..The objectives of this research was : (a) the positive effect of perceived value to customer satisfaction, (b) the positive effect of customer satisfaction to loyalty, (c) the positive effect of customer satisfaction to reputation, (d) the positive effect of customer satisfaction to recommendation, (e) the positive effect of reputation to loyalty, (f) the positive effect of reputation to recommendation, The design of this research applies a questionnaire toward of patient as a customer in Dentist and Dentists dental clinic for testing hypothesis. Meanwhile the required data consist of five variables; perceived value, customer satisfaction, reputation, recommendation, and loyalty. The aggregate numbers of customer being respondent of the study are 100. Data analysis used in this research was consists of Smart Partial Least Square Regretion as software. The result of this research conclude that variable of perceived value had a positive effect to customer satisfaction, variable of satisfaction had a positive effect to loyalty, reputation, recommendation and variable of reputation had a positive effect to recomendation but reputation had negatif effect to loyalty. Keywords : Reputation, Recommendation, Loyalty