UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 2 / No. 1 / Published : 2014-01

Order : 3, and page :22 - 31

Related with : Scholar   Yahoo!   Bing

Original Article :

Analysis of service quality according brady and cronin concept in pediatrics clinic

Author :

  1. Fitria Murbarani*1
  2. Stefanus Supriyanto*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

The assesment of health service quality in pediatrics clinic was important to improve the patient satisfaction. Based on the outpatient visit data in Baptis Hospital during 2010-2012, decreased from 10.396 to 7.440. The purpose of the research was to analyze patient satisfaction according Brady and Cronin concept.This study was an analytic study using cross sectional approach. The subject of this research were 84 respondents. subjects were selected by systematic random sampling. The variables of this research were quality of interaction, quality of physical environment and the output quality. Study results using 2x2 matrix position showed that in quadrant II which high assesment and high satisfaction were polite of doctors and nurses, doctors and nurses care regardless of social status, hospitality, attention and responsiveness doctors, comfortable, serenity, temperature, exterior and interior arrangement, compliance queue, treatment experience and compliance with premium and quadrant IV which low assesment and low satisfaction were hospitality, attention and responsiveness nurses, poly location, density queue and waiting time.The conclusion that strategic isue of service quality were hospitality, attention and responsiveness nurses, poly location, density queue and waiting time.Suggestion for improving the services quality, among others service excellence training for nurses, improve discipline doctors and nurses and provide a clearer plan of poly.

Keyword :

Brady and Cronin service quality, customer’s satisfaction, matrix position,


References :

Aditama, Y. T.,(2002) Rumah Sakit dan Konsumen Jakarta : PPFKM UI

Assauri, S.,(2003) Customer Service yang Baik Landasan Pencapaian Customer Satisfaction No. 01, Tahun XXXII, Januari, hal.25-30 : Usahawan, Jakarta

Brady, K.M., Cronin Jr.,,(2001) Some New Thoughts On Conceptualizing Perceived Service Quality: A Hierrarchial Approach Vol. 65:34-49 : The Journal of Marketing

Houston, Mark B., Lance A, Bettencourt., Sutha Wenger.,(1998) The Relationship Between Waiting in a Service Queue and Evaluation of Service Quality Vol 15: 35-53 : Psychology and Marketing

Purwanto, Setiyo.,(2007) Kepuasan Pasien Terhadap Pelayanan Rumah Sakit Jakarta : Jurnal Psikologi Klinis Perkembangan dan Sosial

Sumarwan, Ujung.,(2004) Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran Bogor : Ghalia Indonesia

Supranto, J.,(2001) Pengukuran Tingkat Kepuasan Pelanggan Jakarta : PT. Andi Mahasatya

Supriyanto, S.,(2007) Strategi Pemasaran Jasa Pelayanan Kesehatan Su



Archive Article

Cover Media Content

Volume : 2 / No. : 1 / Pub. : 2014-01
  1. Analysis Of Health Service Quality According To The Dimensions Of Dabholkar In Mina Pavilion Siti Khodijah Hospital Sepanjang
  2. Analysis Of Outpatient Satisfaction With Costumer Value Index Of Potential Gain
  3. Analysis Of Service Quality According Brady And Cronin Concept In Pediatrics Clinic
  4. Reutilization Willingness Analysis Based On Assesment And Expectation Of Maternity Patients
  5. Analysis Of Determined Factors Of Tardiness Providing Documents Service In Outpatient Medical Record Unit
  6. Analisis Kebutuhan Obat Pnanalysis Of Pneumonia Drugs Needs In Toddlers Based On Morbidity Method At City Pharmaceutical Warehouse In Surabaya
  7. Brand Image Rsud Ploso Jombang After Being Change Status Of Health Center Hospital
  8. Analyze Patient Satisfaction To The Service Quality By Donabedian Theory In The Laboratory Installation

Information index.php/JIPK/tmp_tumb/JAKI