UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 1, and page :1 - 13

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Original Article :

Analysis of health service quality according to the dimensions of dabholkar in mina pavilion siti khodijah hospital sepanjang

Author :

  1. Annii Rohmatul Ummah*1
  2. Stefanus Supriyanto*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

BOR during 2010-2013 in Mina Pavilion Siti Khodijah Hospital Sepanjang declined from 58,4% to 35,5%. This study aimed to analyze the service quality according to the dimensions of Dabholkar concept. This study was a analitic study with cross sectional approach. The subject of this research were 57 respondent. Sampling was selected by sistematic random sampling. Study result with 2x2 matrix position showed that the variables in Quadrant I (high assessment and low satisfaction) was the arrangement of interior tidiness. In Quadrant II (high assessment and high satisfaction) were the cleanliness, lighting, presence, ability to motivate physicians, physician empathy, empathy of nurses, doctors and nurses courtesy, and responsiveness doctor. In Quadrant IV (low assessment and low satisfaction) were the coolness space, precision doctor visit, the nurse's ability to develop confidence recovered (motivate), the ability of physicians to treat patients, the ability of nurses to handle patients, responsiveness of nurses and visiting hours schedule. The conclusion that strategic issue of service quality were the coolness space, precision doctor visit, the nurse's ability to develop confidence recovered (motivate), the ability of physicians to treat patients, the ability of nurses to handle patients, responsiveness of nurses, visiting hours schedule and arrangement of interior tidiness.

Keyword :

customer’s satisfaction, dimensional assessment Dabholkar, 2x2 matrix position,


References :

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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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