Electronic Theses and Dissertation

Abstrak abstrak karya akhir diserahkan kepada panitia ujian untuk mendapatkan gelar magister manajemen pada program pascasarjana universitas syiah kuala pengaruh kualitas pelayanan, word of mouth dan hedonic product customization terhadap hedonic customer value serta dampaknya pada customer repurchase intention pada pasien poli eksekutif rumah sakit umum dr.zainoel abdin banda aceh oleh : zulfahmi nim: 1609200020027 konsentrasi : manajemen umum pembimbing utama : prof. dr. jasman j, se, mba pembimbing pembantu : dr. syafruddin, se, mba proses pembelian telah menjadi bagian penting dari kehidupan konsumen yang berubah terkait dengan konstanta perubahan linglamgan. tujuan penelitian ini untuk melihat pengaruh kualitas pelayanan, word of mouth, hedonic product customization, hedonic customer value dan customer repurchase intention pasien pada poliklinik eksekutif rumah sakit dr. zainoel abdin banda aceh. sebagai subjek dari penelitian ini adalah pasien pada poli eksekutif rumah sakit dr. zainoel abidin banda aceh. penelitian ini menetapkan covenience sebagai metode dalam penarikan sampel terhadap semua pasien pada poli eksekutif rumah sakit dr. zainoel abidin banda aceh. dalam penelitian ini penulis mengambil sampel sebanyak 205 orang untuk menghindari terjadinya error, karena jumlah populasi lebih dari jumlah sampel. hasil penelitian menunjukkan semua hipotesis langsung atau direct hasilnya significant karena memiliki nilai cr dan p yang sudah memenuhi syarat yang ditetapkan. hasil pengujian hipotesis tidak langsung yakni pengaruh kualitas pelayanan, word of mouth dan hedonic product customization terhadap customer repurchase intention melalui hedonic customer value, tidak terjadi pengaruh tidak langsung. dengan kata lain, hedonic customer value belum mampu berperan sebagai variable mediasi. dengan demikian pengambilam keputusan yang terkait dengan peningkatan repurchase intention hanya efektif bila abstract abstract of final paper submitted of the examination committee in partial fulfillment of the requirements for the degree of master of management on graduated program of syiah kuala university the effect of quality of service, word of mouth and hedonic product customization on hedonic customer value and its impact on customer repurchase intention in patients of executive policy in general hospital of dr. zainoel abdin banda aceh by: zulfahmi sn: 1609200020027 concentration : general management supervisor : prof. dr. jasman j, se, mba co-supervisor : dr. syafruddin, se, mba the buying process has become an important part of changing consumer lives related to the constant changes in the environment. the purpose of this study was to see the effect of service quality, word of mouth, hedonic product customization, hedonic customer value and customer repurchase intention of patients at the executive hospital of dr. zainoel abdin banda aceh. as the subject of this study were patients at the hospital executive poi dr. zainoel abidin banda aceh. this study establishes covenience as a method in taking samples of all patients at the hospital executive pol dr. zainoel abidin banda aceh. in this study the authors took a sample of 205 people to avoid errors, because the population is more than the number of samples. the results showed that all the direct or direct hypotheses were significant because they had cr and p values that had met the specified requirements. the results of indirect hypothesis testing namely the effect of service quality, word of mouth and hedonic product customization on customer repurchase intention through hedonic customer value, did not occur indirectly. in other words, hedonic customer value has not been able to act as a mediating variable. thus decision makers related to increasing repurchase intention are only effective when done through direct effects rather than indirect effects using hedonic customer value as mediation. keywords: service quality, word of mouth, hedonic product customization, hedonic customer value and customer repurchase patient intention, executive polyclinic, dr. hospital zainoel abdin, banda aceh.