UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 2, and page :120 - 131

Related with : Scholar   Yahoo!   Bing

Original Article :

Customer value analysis based on customer characteristic in teeth clinic of puskesmas jemursari surabaya

Author :

  1. Putri Ayuni Alayyannur*1
  2. Widodo J. Pudjirahardjo*2
  1. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya

Abstract :

Healthcare service industry has become a competitive industry. Consumers will choose the service which will give them highest benefits with the lowest costs. The study was conducted to analyze customer value in balai pengobatan gigi (dental clinic) Puskesmas Jemursari based on income, visits status, pay status, and type of services. This is a descriptive study which aims to represent a specific situation with no generalization by observe the population with cross sectional design research. Questionnaires were distributed to 75 patients of teeth clinic in Puskesmas Jemursari. The results showed that the lowest benefit perceived by the respondents was the benefit of intangible product. The highest one are benefit of tangible product and benefit of quality. The respondents spent the highest cost for psychological cost include worries and fears while the lowest was time cost. The were 13 respondents had a customer value less than 1.00 that means burdened by disadvantaged of the services, they recieved more costs than the benefits obtained. Most of them were new patient with high income and must pay for the tooth extraction. Therefore, Puskesmas Jemursari needs to increase the perceived of customer benefits. //

Keyword :

benefit, customer value, cost,


References :

Daturohmah, M.,(2011) Penilaian Customer Value Sebagai Upaya Peningkatan Pemanfaatan Rawat Inap Unit Paviliun RSD Mardi Waluyo Blitar Surabaya : Skripsi: Universitas Airlangga

Huda, M,(2005) Analisis Faktor Menurunnya Kunjungan Rawat Jalan di Puskesmas Megaluh Kabupaten Jombang Surabaya : Skripsi: Universitas Airlangga

Kottler, P., & Keller, K.,(2009) Manajemen Pemasaran, Edisi Ketigabelas, Jilid 1 Jakarta : Erlangga

Schiffman, L., & Leslie, Lazar Kanuk,(2008) Perilaku Konsumen Jakarta : PT Indeks

Tjiptono, F,(2004) Pemasaran Jasa Malang : Bayumedia Publishing





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 index.php/JIPK/JAKI