UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 1 / No. 1 / Published : 2013-01

Order : 2, and page :9 - 20

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Original Article :

Quality analysis based on perception and expectation of patients in medokan ayu community health center surabaya

Author :

  1. Eka Fitri Timika Yunevy*1
  2. Setya Haksama*2
  1. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga, Surabaya

Abstract :

Medokan Ayu Community Health Center had a mission to achieve 100% patients satisfaction. Unfortunately 13.38% of patients dissatisfied. This study analyzed gap between patients perception and expectations. The satisfaction level was calculated by using CSIndex. This was a descriptive study with cross sectional approach. The research sample was 150 peoples lived around Medokan Ayu. The Community Satisfaction Index was based on KEP/25/M.Pan/2/2004.The gap between patients perception and expectation showed patient satisfaction. Majority of patients perception were good. The speed of service was the only aspecr which still fairly good. All patients had high expectations in service element. Overall, patient was satisfied towards the service element, but there were still some elements in fairly satisfied. These elements were service personnel clarity, official responsibility, service personnel ability, speed of service, courtesy and hospitality services, and the certainty of service cost. This study concluded that patients perception in service element was filled their expectations. Meanwhile Medokan Ayu Community Health Center stil need to improve their speed in served the patient. //

Keyword :

CSIndex, expectations, gap, perceptio,


References :

Cassel, C.M.; Eklof, J.A,(2001) Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study Vol.12 (7&8), pp.834–841 : Total Quality Management

Gaspersz. V.,(2005) Total Quality Management Jakarta : Gramedia Pustaka Utama

Kotler, P. Armstrong, G,(2011) Principles of Marketing New jersey : Prentice hall

Supriyanto, S., dan Ernawaty,(2009) Pemasaran Industri Jasa Kesehatan Sidoarjo : Masmedia Buana Pustaka

Supriyanto, S,(0000) Pemasaran Jasa Industri Pelayanan Kesehatan Sidoarjo : Masmedia Buana Pustaka





Archive Article

Cover Media Content

Volume : 1 / No. : 1 / Pub. : 2013-01
  1. Championship Program Evaluation As Continous Quality Improvement (cqi)
  2. Health Financing Impact On Ability To Pay And Catastrophic Payment
  3. Quality Analysis Based On Perception And Expectation Of Patients In Medokan Ayu Community Health Center Surabaya
  4. Equity In Healthcare Delivery
  5. Consumer Behavior Analysis In Inpatient Obstetrics Gynecology Surabaya Islamic Hospital
  6. Utilization Improvement Of Antenatal Care Based On Voice Of The Customer
  7. Performance Improvement Of Hospital Through Cross Functional Teamworks Practices Optimalization
  8. Vertical Equity Analysis On Healthcare Utilization
  9. Switching Barriers Strategy In Improving Patients Loyalty Of Inpatient Muhammadiyah Surabaya Hospital
  10. Drugs Stockout And Stagnant Determinants And Loss In Logistic Unit Of Haji General Hospital Surabaya

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