UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 5 / No. 3 / Published : 2008-12

Order : 8, and page :183 - 192

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Original Article :

Customer value improvement effort to increase the visitation rate at pamekasan regency muslimat nahdatul ulama polyclinic (grounded on perceived value and consumers expected benefit analysis)

Author :

  1. VITRI ARIYANI*1
  2. NYOMAN ANITA DAMAYANTI*2
  3. SRI GUNAWAN*3
  1. Dinas Kesehatan Kabupaten Sidoarjo
  2. Fakultas kesehatan Masyarakat, Universitas Airlangga, Surabaya
  3. Fakultas Ekonomi, Universitas Airlangga, Surabaya

Abstract :

The visitation rate of the Muslimat Nahdatul Ulama Polyclinic (MNUP) in Pamekasan Regency from the year 1997 until 2001 exhibited a high escalation, but for the past 2 years the decline was obvious. In the year 2004 the decrease was 27.99%. Possibly, the visitation rate decline is caused by the low customer perceived value of the discrepancy between the money spent and the benefit received. The purpose of this study was to formulate a customer value improvement effort at MNUP in Pamekasan Regency based on the consumer perceived value and the expected benefit in order to increase the visitation rate of MNUP patients in Pamekasan Regency. This was an observational cross-sectional study using market survey method, conducted in MNUP and in Aisyah Polyclinic (competitor) in May to June 2006. The respondents were visiting patients, comprising of 51 people of MNUP and 23 people of Aisyah Polyclinic patients. Open and closed questionnaires were instrument of the study, whereas indepth interviews were the tool to delve consumer’s expectation. The research result showed that the perceived value of MNUP patients was lower than the competitor (Aisyah Polyclinic). From the MNUP consumers: 37.25% had a perception that there was a discrepancy of the benefit received and the expenses paid for MNUP physical facilities; 35.29% of Islamic service, 35.29% of interpersonal perception, and 15.69% of the location accessibility. The biggest difference of the MNUP consumers expected benefit and the service received i.e.: 1) 56.25% was in a complete service facility (functional benefit); (2) 24.49% was in an Islamic service (emotional benefit); 3) 36.96% was in good interpersonal communication (social benefit) and; 4) 23.53% was in an affordable service tariff (economic benefit). The recommendation to elevate the MNUP visitation rate in Pamekasan Regency is through added consumer expectation of functional, emotional, social and economic benefits. Taking into account the MNUP resources and consumer’s low social-economic characteristic, it is necessary to focus the way to increase consumer’s benefit solely to efforts with few additional cost or even costless, so that the present tariff will not be burdened.

Keyword :

customer value, consumer perceived value, expected benefit
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References :

Kotler P & Keller KL.,(2003) Marketing Management. 12th Edition. USA : Pearson Prentice Hall





Archive Article

Cover Media Content

Volume : 5 / No. : 3 / Pub. : 2007-09
  1. Health Menpower As The Implementing Actors For Health Decentralization In Indonesia
  2. The Impact Of Presenter’s Communication Expertise On Patient’s Satisfaction Through Patient’s Role Clarity And Compliance At Surabaya Obesity Clinic “x”
  3. The Correlation Of Ward Chief’s Giving Direction And Command And Theperformance Of On-duty Nurses At Jember Dr. Subandi General Hospital In -patientwards 2007
  4. Drug Logistic Management Analysis In Sidoarjo Regency Public Health Centers
  5. Analysis On The Management Of Anti Tb Drugs (atd) In Lamongan Regency(a Basis To Overcome The Incidence Of Stagnant, Damaged And Expired Drugs)
  6. Customer Relationship Marketing (crm) As An Effort To Improve The Service Quality Of The Inpatient Unit Of Guluk-guluk Public Health Center (iug-phc) In Sumenep Regency
  7. Efforts To Increase The Quality Of Immunization Program Execution Based On Analysis Of Health Officer’s Characteristics And Immunization Programmanagement Function Implementation(case Study In Pamekasan Regency)
  8. Customer Value Improvement Effort To Increase The Visitation Rate At Pamekasan Regency Muslimat Nahdatul Ulama Polyclinic (grounded On Perceived Value And Consumers Expected Benefit Analysis)

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