Online ISSN: 2515-8260

The Effect Of Relationship And Sensorial Experience On Switching Intention On Inpatient Services At The Hospital For Mothers And Children

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Agusta Dian Ellina1 , Ratna Wardani1 , Asruria Sani Fajriah2 , Katmini1 , Sentot Imam Suprapto 1 , Puguh Priyo Widodo3


Abstract: Consumers have relationship and sensorial experience with products / services that tend to use the product / service repeatedly. relationship and sensorial experience that consumers have for products / services can prevent switching intention. The research objective was to determine the effect of relationship and sensorial experience on switching intention on inpatient services at RSIA Puri. This study used a cross sectional quantitative method. The population in this study were all inpatient service consumers who were being treated at RSIA Puri. The total sample size of 78 respondents was determined using purposive sampling technique with inclusion and exclusion criteria. The independent variable is relationship and sensorial experience, the dependent variable is the switching intention behavior of inpatient service consumers at RSIA Puri. Data were analyzed by multiple linear regression. The results of the study simultaneously relationship and sensorial experience have a significant effect on switching intention with (p <0.005), which means that the greater the application of relationship and sensorial experience, the switching intention of inpatient consumers will change. Conclusion This study shows that the relationship and sensorial experience carried out by RSIA Puri affects the switching intention of inpatient consumers at RSIA Puri.

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