Analisis Pengaruh Brand Equity, Offering Equity, dan Relationship Equity Terhadap Revisit Intention dan Recommendation to Others di Klinik Gigi XYZ Jakarta

Surya, Medysia Novittaqa (2026) Analisis Pengaruh Brand Equity, Offering Equity, dan Relationship Equity Terhadap Revisit Intention dan Recommendation to Others di Klinik Gigi XYZ Jakarta. Tesis (S2) - thesis, Universitas Bakrie.

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Abstract

ABSTRACT Competition in dental healthcare services requires clinics to pay attention not only to attracting new patients but also to maintaining relationships with patients who have previously used their services. A positive clinic image, services that meet patients’ needs, and good relationships between patients and healthcare providers may influence patients’ willingness to return and to recommend the clinic to others. This study aims to examine the effects of Brand Equity, Offering Equity,and Relationship Equity on Revisit Intention and Recommendation to Others, as well as the effect of Revisit Intention on Recommendation to Others among patients of Dental Clinic XYZ in Jakarta. This study used a quantitative approach with a survey method. A total of 107 respondents were selected using purposive sampling. Data were collected through a questionnaire using a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3. The findings show that Brand Equity and Relationship Equity have positive and significant effects on Revisit Intention. In contrast, Offering Equity has a positive but insignificant effect on Revisit Intention. For Recommendation to Others, Offering Equity has a positive and significant effect, while Brand Equity and Relationship Equity have negative but insignificant effects. The results also show that Revisit Intention has a positive and significant effect on Recommendation to Others and is the strongest relationship in the research model. This finding indicates that patients who intend to return to the clinic are more likely to recommend the clinic to others. Therefore, Dental Clinic XYZ needs to maintain patients’ trust, provide services that are in line with patients’ needs, and create a positive service experience to encourage both repeat visits and patient recommendations. Keywords: Customer Equity, Brand Equity, Offering Equity, Relationship Equity, Revisit Intention, Recommendation to Others

Item Type:	Thesis (Tesis (S2) - )
Uncontrolled Keywords:	Customer Equity, Brand Equity, Offering Equity, Relationship Equity, Revisit Intention, Recommendation to Others
Subjects:	Marketing Management (Manajemen Pemasaran) Thesis > Thesis (S2)
Divisions:	Fakultas Ekonomi dan Ilmu Sosial > Program Studi Magister Management
Depositing User:	Medysia Novittaqa Surya
Date Deposited:	26 Aug 2026 08:44
Last Modified:	26 Aug 2026 08:44
URI:	https://repository.bakrie.ac.id/id/eprint/14044

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