UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 9, and page :182 - 191

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Original Article :

Cause analysis of outpatient visits decreasing based on service quality gaps model

Author :

  1. Christine Natalia Halim*1
  2. Ratna Dwi Wulandari*2
  1. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya

Abstract :

In healthcare services, gap between quality service by provider and the expectation of consumer arefrequently found. This research was aimed to analyze why the number of outpatient visit in Usada HospitalSidoarjo gradually decreased. This research identified 7 kind of gap using service quality gaps model. This wascross-sectional study with descriptive approach. Interview using questionnaire had done to 100 outpatient, 13management official, and 18 Usada hospital’s employees. The expected service¸ perceived service, externalcommunication to consumer, service delivery, service quality specification, management perceptions of consumerexpectations, and employee perceptions of consumer expectation were measured using service quality KeyQuality Characteristics Assessment for Hospitals (KQCAH) scale. The research showed that the only gap whichhas the positive value was gap 3. This means that the service provided by the hospital was still not fulfilled thepatient expectation. By improve the employee commitment, hold marketing research, and upgrade the taskstandardization for quality improvement goal, hospital can increase the number of patient visit.

Keyword :

gap, service quality, outpatient,


References :

Curry, A,(1999) Innovation in public service management 9(3): 180-190 : Managing Service Quality

Luk, Sh.T.K. & Layton, R.,(2002) Perception Gaps in customer expectations: Managers versus service providers and customers 22(2), 109-128 : The Service Industries Journal

Shahin, A.,(2006) SERVQUAL And Model Of Service Quality Gaps: A Framework For Determining And Prioritizing Critical Factors In Delivering Quality Services Andhra Pradesh : ICFAI University Press.

Supriyanto, S., dan Wulandari, R.D,(2010) Manajemen Mutu Pelayanan Kesehatan Surabaya : Yayasan Pemberdayaan Kesehatan Masyarakat

Tjiptono, F,(2008) Service Management Mewujudkan Layanan Prima 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

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