UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 1 / No. 2 / Published : 2013-04

Order : 3, and page :132 - 139

Related with : Scholar   Yahoo!   Bing

Original Article :

Health service quality based on dabholkar dimension at ward room of internal disease

Author :

  1. Alfi Febriana Rahmawati*1
  2. Stefanus Supriyanto*2
  1. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya

Abstract :

The NDR average at ward room of internal disease of Bojonegoro General Hospital during 2009-2011 was 58,6 ‰ (more than standard < 25 ‰). This research was aimed to analyze the importance and satisfaction rating of health service quality based on Dabholkar dimension. It used observational approach with cross sectional design. Interview was conducted to 37 patients in internal disease ward room of Bojonegoro General Hospital which selected by simple random sampling. This study found some issues in physical dimension (medical device completness, inpatient room design attractiveness, room cleanliness, room name avaibility), reliability dimension (medical services responsiveness, medical records accuracy), personal interaction dimension (friendliness, politeness, and attention of the doctor to patient, easiness to see the doctor, information clarity given by the doctor), problem solving dimension (doctor willingness solve patient’s problem, doctor patience handling patient’s complain, doctor responsiveness solve patient’s problem), and policy dimension (parking area convenience, patient’s family waiting room avaibility, administrative procedures clarity, visiting time accuracy).Improving service quality in internal disease ward room, hospital manager should communicate with local government of Bojonegoro as stakeholder while expose the doctor with service excellence training and guarantee the hospital facilities comfortness by establish hospital policy. //

Keyword :

Dabholkar, inpatient room, NDR, service quality,


References :

Muninjaya, A.G.,,(2004) Manajemen Kesehatan Jakarta : Penerbit Buku Kedokteran ECG.

Rangkuti, F,(2002) Measuring Customer Satisfaction Jakarta : PT. Gramedia Pustaka Utama.

Supriyanto, D.,,(2007) Perencanaan dan Evaluasi Surabaya : Airlangga University Press

Supriyanto, W.,,(2011) Manajemen Mutu Pelayanan Kesehatan Surabaya : Health Advocacy

Tjiptono, F,(2011) Service, Quality, & Satisfaction Yogyakarta : ANDI





Archive Article

Cover Media Content

Volume : 1 / No. : 2 / Pub. : 2013-02
  1. Purchasing Decision Of Pregnant Women In Fourth Visit Antenatal Care In Puskesmas Tembok Dukuh
  2. Customer Value Analysis Based On Customer Characteristic In Teeth Clinic Of Puskesmas Jemursari Surabaya
  3. Health Service Quality Based On Dabholkar Dimension At Ward Room Of Internal Disease
  4. Healthcare Budget Calculation Based On Capitation At Pg Krebet Baru Malang
  5. The Effect Of Brand Equity On People Selection In Muhammadiyah Surabaya Hospital Utilization
  6. The Impact Of Individual, Job And Organizational Factors On Job Satisfaction And Turnover Intentions Of Nurses
  7. Design Effort In Enhancing Childbirth Target Achievement Based On Maternal Expectations And Reality
  8. Cost Recovery Rate Optimization Based On Unit Cost Calculation Using Activity Based Costing Method
  9. Cause Analysis Of Outpatient Visits Decreasing Based On Service Quality Gaps Model
  10. Identification Of The Fulfilment Of Medical Record Incompleteness In The Inpatient Of Muhammadiyah Hospital Lamongan

Information JAKI