UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 8, and page :67 - 74

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Original Article :

Analyze patient satisfaction to the service quality by donabedian theory in the laboratory installation

Author :

  1. Ellief Fariha Rahmawati*1
  2. Widodo J. Pudjirahardjo*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

Complaints the patient from August until November 2013 in the dr. M. Soewandhie hospital Surabaya has been found in the Laboratory Installation as much 7 complaints (13.5%) of the 52 complaints. This research had a purpose to analyze patient satisfaction to the service quality by Donabedian theory. This research was cross sectional study. The number of samples was 75 respondents of patients who had received services in the laboratory installation. Data was collected using questionnaires distributed to respondents determine the level of satisfaction with the service quality such as structural quality, process quality and output quality. The results showed that the structure quality score was 72.38, service quality got “B” result. Process quality score was 72.71 service quality got “B” result, one indicator got less result (queue of service), and output quality of the received value of 100% accurate. Efforts to optimize are improving satisfaction to the service quality by making the standards of service time in the laboratory installation

Keyword :

patient satisfaction, service quality,


References :

Ayubi, D.,(2009) Penilaian Kualitas Pelayanan Puskesmas dengan Model Donabedian: Studi Kasus Puskesmas di Kota Depok Vol 24 : Jurnal Kesehatan Masyarakat Nasional

Denhardt, J. V.,(2003) The New Public Service : Serving, not Steering New York : M.E. Sharpe, Inc.

Donabedian, A.,(1968) guide to Medical Care Administration Volume II: Medical Care Appraisal Washington DC : The American Public Health Association

Donabedian, A,(2005) Evaluating the Quality of Medical Care Vol. 83, No. 4 , 691-729 : The Milbank Quarterly

Kotler, P.,(2009) Manajemen Pemasaran Edisi 12 Jilid 1 Jakarta : PT. Indeks

Laksana, F.,(2008) Manajemen Pemasaran Pendekatan Praktis Yogyakarta : Graha Ilmu

Rangkuti, F.,(2006) Measuring Customer Satisfaction. Jakarta : PT Gramedia Pustaka Utama

Rosni Faika, O. S.,(2009) Kepuasan Pelanggan Internal Yogyakarta : Bagian/Instalasi Patologi Klinik FK UGM/RSUP Dr. S





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

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