UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 2, and page :14 - 21

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Original Article :

Analysis of outpatient satisfaction with costumer value index of potential gain

Author :

  1. Sheila Nur Shabrina*1
  2. Setya Haksama*2
  1. Mahasiswa Fakultas Kesehatan Masyarakat
  2. Dosen Fakultas Kesehatan Masyarakat

Abstract :

The services provided by hospital must comply with the requirements and expectations in order to create patient satisfaction. This research aimed to analyzed satisfaction on the quality of outpatient services provided by dr. Moh Soewandhie Public Hospital in Surabaya in improving the quality of services provided by the hospital using the potential gain customer value (PGCV). The research was conducted with a cross sectional design and an observational approach. By using questionnaires as an instrument that addressed to 100 patients who utilize outpatient service.The results of calculation using PGCV indicated that there were five priority categories that the quality of service should be improved. In the I-P graph showed that in the first quadrant, the hospitals ought to maintain service quality. In quadrant II, the hospital needed to further improve the quality of services. The conclusion that could be drawn was that there were 5 priorities of services quality at outpatient, that needed to be improved. To that end, the management should give more attention to the patient expectations and patient satisfaction towards hospital outpatient services.

Keyword :

Importance-Performance Graph, Potential Gain Costumer Value, Patient Expectations, Patient Satisfaction,


References :

Horn, Williard C,,(1977) Make Customer Service Analisis a little Easier with the PGCV index pp 89-93 : Quality Progress Magazine

Iraini,(2007) Analisa Kepuasan Nasabah Menggunakan Indeks Potential Gain Costumer Value Dengan Pendekatan Metode Entropi Vol 1, No 1 pp: 25-38 : Jurnal Penelitian Ilmu Teknik

Kotler, P.,(1997) Manajemen Pemasaran. Edisi IX, Jilid II. Cetakan XV Jakarta : Penerbit Erlangga

Kotler, P.,(2000) Manajemen Pemasaran, Edisi Bahasa Indonesia Jakarta : PT. Prenhanllindo

Tjiptono, Fandy,(1997) trategi Pemasaran Edisi Kedua Yogyakarta : Penerbit Andi

Tjiptono, Fandy,(2001) Total Quality Manajemen. Edisi Revisi. Cetakan IV Yogyakarta : Penerbit Andi

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

Syahrul Fauzi Siregar,(2006) Analisa Tingkat Pelayanan Dengan Metode Index Potential Gain Costumer Value (PGCV) di PT Bank Muamalat Indonesia Cabang Medang Vol 7 : Jurnal Industri



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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