Imannurdin Abdillah, a promising young researcher, successfully defended his dissertation in the Open Doctoral Examination for Administrative Sciences at the Faculty of Social and Political Sciences (FISIP), University of Jember, on Wednesday, June 25, 2025. The examination, held in the FISIP Auditorium on the 2nd floor, officially conferred upon Imannurdin the title of doctor.
His research, titled “The Influence of Digital Marketing Mix and Complaint Handling on Decision-Making, Customer Satisfaction, and Loyalty (A Study on Clinical Laboratories in Lumajang Regency During the COVID-19 Pandemic),” highlights how digital marketing strategies and complaint handling impacted customer decisions, satisfaction, and loyalty amidst the challenges of the COVID-19 pandemic.
Imannurdin Abdillah’s research specifically focused on clinical laboratories in Lumajang Regency, a crucial sector that experienced significant growth during the pandemic. The choice of location and research subject is highly relevant given the shifts in consumer behavior and the increased demand for healthcare services during the crisis. His dissertation deeply analyzed how elements of the digital marketing mix, such as online promotions, social media, and other digital platforms, played a role in attracting customers. Furthermore, the study also examined the impact of effective complaint handling on customer perception and experience.
During his presentation, Imannurdin presented key findings indicating that the digital marketing mix significantly influences customer decisions in choosing a clinical laboratory. Additionally, a laboratory’s ability to handle complaints quickly and effectively greatly contributes to customer satisfaction. These two factors, according to his research, synergistically correlate positively with customer loyalty, which ultimately can drive the sustainability of these clinical laboratory businesses.
The results of this study provide valuable practical implications for the clinical laboratory industry, particularly in the post-pandemic era. Imannurdin Abdillah’s recommendations include increasing investment in digital marketing infrastructure, developing responsive communication strategies, and training human resources for excellent complaint handling. The adoption of these findings is expected to help clinical laboratories not only survive but also thrive and maintain market share amidst increasingly fierce competition.
Imannurdin Abdillah’s success in achieving his doctoral degree is hoped to inspire other researchers to continue producing relevant works that provide real contributions to society. This dissertation not only enriches the body of administrative science but also offers practical guidance for business players in the health sector in facing market dynamics and maintaining customer trust and loyalty.
The doctoral examination can be viewed on the following page: