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Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 11 / No. 3 / Published : 2013-09

TOC : 10, and page :162 - 165

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Original Article :

Efforts to increase the utilization of hospital maternity ward based on secure customer analysis

Author :

  1. Iwan Hartono*1
  1. Rumah Sakit Islam Siti Aisyah Madiun

Abstract :

BOR of maternity ward in Aisyah Islamic Hospital decreased significantly for the past three years. This study aimed to formulate efforts to increase the utilization of maternity ward through Secure Customer analysis. This was an observational research conducted cross sectional for two months from November-December 2008. Research location was the maternity ward of Aisyah Islamic Hospital in Madiun with population of all patients who had received service for delivering babies during the time of research. Sample was taken by total random sampling amounting to 54 patients who gave birth in November until December 2008. Questionnaires were research instrument. Data was analyzed descriptively and Secure Customer analysis was performed. Data was taken to Nominal Group Technique (NGT) to find the strategic issue. Research result showed that individual characteristics were correlated to patient’s satisfaction, while the psychographic factor was not correlated to patient’s satisfaction. The level of satisfactory will eventually influence patient’s loyalty. At reliability dimension, 40.7% respondents stated their dissatisfactory towards hospital service. At assurance dimension, 38.9% respondents felt their dissatisfactory on SAIH service. At tangible dimension, 48.1% respondents stated their dissatisfactory towards hospital direct rendered services. At empathy dimension, 44.4% respondents were dissatisfied, and at responsiveness dimension, 50.0% respondents claimed their dissatisfactory towards hospital responsive actions. Secure Customer Index of labor service at hospital was determined by patient’s satisfaction and loyalty. The final result revealed 75.9% respondents declared their dissatisfactory towards hospital baby delivery service and 64.8% respondents had no loyalty to hospital. Efforts to increase the utilization of hospital Delivery Room are service quality development through preparation, planning and process improvement stages.

Keyword :

secure customer, utilization, delivery room, quality service,

References :

  1. Dever, A., (1984). Epidemiology of Health Services Utilization. Maryland : Aspen System Corporation, Rockvile
  2. Griffin, J., (2002). Customer Royalty (Menummbuhkan dan Mempertahankan Kesetiaan Pelanggan). Jakarta : Erlangga
  3. Koentjaraningrat, (1990). Sejarah Teori Antropologi. 1st ed. Jakarta : UI Press
  4. Kotler, P., (2002). Manajemen Pemasaran Edisi Milenium. Jakarta : PT Prenhallindo
  5. Soejadi, DR., DHHSA,, (1993). Pedoman Penilaian Kerja Rumah Sakit Umum. Jakarta : Katiga Bina
  6. Supriyanto, (2007). Manajemen Mutu. Surabaya : Departemen AKK Fakultas Kesehatan Masyarakat Universitas Airlangga.


Archive Article

Cover Media Content

Volume : 11 / No. : 3 / Pub. : 2013-09
  1. Nursing management process analysis in improving nursing care documentation
  2. Satisfied demand improvement of inpatient service in sumberwudi clinic lamongan based on demand, organization, and environment factors
  3. The influence of work satisfaction and organizational commitment to turnover intention of lecturers
  4. Efforts to support the operating room utilization based on working units performance management
  5. Interpersonal communication improvement based on the mindsets of midwifes on mother-child health handbook
  6. The arrangement of brand expression based on marketing strategy and brand strategy
  7. Redesign general emergency life support training in dr. soetomo district hospital (approach evaluation training programme)
  8. Analysis of work attitudes effect on in-role performance and organizational citizenship behavior (ocb)
  9. Strategy to improve drug purchase in the medicine room through customer relationship management (crm)
  10. Efforts to increase the utilization of hospital maternity ward based on secure customer analysis
  11. Officer obedience in implementing standard operating procedures