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Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 11 / No. 1 / Published : 2013-01

TOC : 3, and page :11 - 15

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Original Article :

The effort in increasing out-patients visits at dental clinic using marketing 3.0 approach

Author :

  1. CATHARINA KUMALASARI**1
  1. Mahasiswa Pasca Sarjana

Abstract :

Reksa Waluya is a not for profit Hospital owned by Gereja Kristen Jawi Wetan (GKJW) foundation. The existing data shows a decrease in general  out-patients’  visiting dental clinic at Reksa Waluya Hospital in the last 5 years as many as 46.61% - 67.35%. The purpose of this study is to arrange marketing  efforts in accordance with customers’ mind, heart, and spirit in order to increase general patients’ visits at the dental clinic of Reksa Waluya Hospital. This was a descriptive study  aiming at market  diagnostic in order to determine opportunity  and factors  having association with opportunity  to assist  in marketing  decision making.  The result of this study  reveal that the hospital’s  vision and mission has not been implemented in values,  rearrangement of the management’s policy  on dentists’ service hours,  waiting room  and  the hospital’s facilities, addition in type of services and the increase of the dentists’ responsibility as well as the development of innovation. The suggested recommendations are: to determine values, to add the evening hours of dentists’ services, to add  the type  of services at the dental  clinic, to increase the dentists’ responsibility and innovation,  and to renovate the waiting room and facilities of the hospital. Reksa Waluya is a not for profit Hospital owned by Gereja Kristen Jawi Wetan (GKJW) foundation. The existing data shows a decrease in general  out-patients’  visiting dental clinic at Reksa Waluya Hospital in the last 5 years as many as 46.61% - 67.35%. The purpose of this study is to arrange marketing  efforts in accordance with customers’ mind, heart, and spirit in order to increase general patients’ visits at the dental clinic of Reksa Waluya Hospital. This was a descriptive study  aiming at market  diagnostic in order to determine opportunity  and factors  having association with opportunity  to assist  in marketing  decision making.  The result of this study  reveal that the hospital’s  vision and mission has not been implemented in values,  rearrangement of the management’s policy  on dentists’ service hours,  waiting room  and  the hospital’s facilities, addition in type of services and the increase of the dentists’ responsibility as well as the development of innovation. The suggested recommendations are: to determine values, to add the evening hours of dentists’ services, to add  the type  of services at the dental  clinic, to increase the dentists’ responsibility and innovation,  and to renovate the waiting room and facilities of the hospital.

Keyword :

marketing 3.0, dental clinic, customer,


References :

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  2. Astuti, S.W dan Priambodo, D, (2007). Pengaruh Keahlian Komunikasi Penyaji terhadap Kepuasan Pasien melalui Kejelasan Peran dan Kepatuhan Pasien Klinik Obesitas “X” di Surabaya. Surabaya : Jurnal Administrasi dan Kebijakan Kesehatan
  3. Kartajaya, H dan Darwin, W, (2010). Connect: Surfing New Wave Marketing. Jakarta : PT Gramedia Pustaka Utama
  4. Kim, K.H., Kim, K.S., Kim, D.Y., Kim, J.H., Kang, S.H, (2008). Brand Equity in Hospital Marketing,. Canada : Journal of Business Research
  5. Malhotra, N.K. , (2004). Marketing Research An Applied Orientation 4.ed. New Jersey : Pearson Prentice Hall.
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Archive Article

Cover Media Content

Volume : 11 / No. : 1 / Pub. : 2013-01
  1. Recommendation on nursing staff job rotation system at sidoarjo delta surya hospital
  2. the relationship between service convenience and behaviour in post-maternity care utilization
  3. The effort in increasing out-patients visits at dental clinic using marketing 3.0 approach
  4. Performance improvement through increased job satisfaction and organizational citizenship medical employee
  5. Organizational citizenship behavior development to improve puskesmas performance
  6. Strategy to increase the antenatal care visitation
  7. Softskills development strategy of doctors and nurses to performance improvement in karangasem general hospital bali
  8. Recommendation on decreasing the employee’s turnover rate using the analysis of pushing and pulling factors
  9. Marketing mix based on marketing strategy and matrix of boston consulting group
  10. Recommendation on building loyalty based on experiential marketing of dental clinic customers