UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 10 / No. 2 / Published : 2012-05

Order : 10, and page :118 - 122

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Original Article :

Analysis of improvement efforts polyclinic outpatient visit by brand image and customer value

Author :

  1. Tika Indiraswari*1
  2. NYOMAN ANITA DAMAYANTI*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

ABSTRACT   Quantity of actual respondent was 87 persons and potential respondent is 87 persons. Actual respondent are the medical patients  who have been doing  services at Clinics in RSI Siti Aisyah Madiun. Potential respondent are the family or deliverer  of patient who  never  got the services at Clinics in RSI Siti Aisyah Madiun.  The objective of this study  is to arrange a recommendation improving the number of patient visits in outpatient polyclinics RSI Siti Aisyah Madiun based on brand image  and customer value analysis. The result of this study showed that Brand Image component for potential respondent as Types of Brand Association in adequate category, it mean  need to make  improvement, Favorability of Brand Association is the professionalism of the doctor  (66.67%),  Strength of Brand Association is the professionalism of the medical staff (43.68%),  dan Uniqueness of Brand Association is the medical staff informed  the detail of services (42.53%). As the result for actual respodent as Types of Brand Association in adequate category, it mean  need to make improvement, Favorability of Brand Association is the professionalism of the doctor (72.41%), Strength of Brand Association is the professionalism of the medical staff (47.13%) and Uniqueness of Brand Association is the medical staff informed the detail of services (44.83%).  The result for Customer Value, Customer Satisfaction, and Customer Loyalty showed in adequate category, it mean  need to make  improvement. Recommendation of the effort for RSI Siti Aisyah management based on is to improving  the velocity  and quality of services, in this case by organize  some skill training, publish  the schedule of the doctor,  integration of SIM RSI Siti Aisyah for Polyclinics  information, adding  directory boards.   Keywords: brand image,  customer value, customer satisfaction, customer loyalty

Keyword :

brand image, customer value, customer satisfaction, customer loyalty,


References :

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  2. Departemen Kesehatan Republik Indonesia, (2004). Sistem Kesehatan Nasional. Jakarta : Departemen Kesehatan Republik Indonesia
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  4. Knox S, Maklan S, (1998). Competing on Value : Bridging the gap between brand and Customer Value. London : Financial Times Prentice-Hall
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Archive Article

Cover Media Content

Volume : 10 / No. : 2 / Pub. : 2012-05
  1. Increase patient safety program through the method of failure mode and effect analysis
  2. Analysis of factors affecting obedience officer leprosy in the implementation of leprosy sop services district puskesmas sampang
  3. Patient safety development program based on six goal international patient safety standard in surabaya oncology hospital
  4. The effort of community empowerment in tuberculosis disease control program in tambakrejo public health center, surabaya city
  5. Analysis of the use of labor service at maternal and children’s care in st. vincentius a paulo catholic hospital surabaya based on five stage buying decision process theory and the path type model
  6. Economic of scale analysis at specialist clinics
  7. The right arrangement of positioning, differentiation, and brand based on value-driven marketing
  8. Hospital business process reengineering
  9. The relationship between service convenience and behaviour in post-maternity care utilization to improve maternity care utilization
  10. Analysis of improvement efforts polyclinic outpatient visit by brand image and customer value

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