Analysis of health service quality at hospital partner PT Asuransi Jiwa Inhealth Indonesia viewed from the aspect of customer satisfaction (case study at Premier Jatinegara Hospital in August 2017)
Item
Title
Analysis of health service quality at hospital partner PT Asuransi Jiwa Inhealth Indonesia viewed from the aspect of customer satisfaction (case study at Premier Jatinegara Hospital in August 2017)
Abstract
ABSTRAK
This study entitled Analysis of health service quality in partner hospitals PT Asuransi Jiwa Inhealth Indonesia is viewed from the aspect of customer satisfaction (case study at Premier Jatinegara Hospital in August of 2017). Service quality centered on efforts to meet customer needs and desires and precision delivery to compensate for customer expectations. There are several major factors which determines the quality of service that is summarized in five dimensions of evidence direct (tengibles), reliability (reliability), responsiveness (responsiveness), guarantees (assurance) and empathy (empathy).
The objective of the study was to analyze the quality of health services in hospitals Premier Jatinegara as partner of PT Asuransi Jiwa Inhealth Indonesia reviewed from aspects of customer satisfaction. This type of research is quantitative with cross approach sectional study. The research time was conducted during August 2017 where at when researchers come directly to the research site by spreading directly questionnaires to Inhealth participants who have received health services. Sample obtained in this study as many as 96 respondents.
The analysis results obtained the average value for the level of importance of respondents to the quality of health services on all attributes of the assessment given is 3,527. The highest average value on interest is 3.667, while for the level of satisfaction ie 3,688. From result of analysis by using method of Importance Performance Analysis there is 1 attribute that enter in quadrant A that is attribute reliability (4), there is 12 attributes that enter the B quadrant with the highest attribute is tangible (1), there are 7 attributes which goes into the C quadrant with the highest attribute of the assurance attribute (1) and no attributes are entered into quadrant D. The suggestions are 78 respondents by giving input on there should be an officer inhealth standby in rs as many as 13 suggestions and must be made special counter like rs others as much as 8 respondents.
Thus there are some things that need to be improved by the Hospital workplace mita PT Asuransi Jiwa Inhealth Indonesia includes attributes of reliability (reliability), attributes attention (empathy) and increased active role between management of both agencies for listen to customer criticism and suggestions.
Keywords : service quality, customer satisfaction, hospital
References : 32 (1995-2017)
This study entitled Analysis of health service quality in partner hospitals PT Asuransi Jiwa Inhealth Indonesia is viewed from the aspect of customer satisfaction (case study at Premier Jatinegara Hospital in August of 2017). Service quality centered on efforts to meet customer needs and desires and precision delivery to compensate for customer expectations. There are several major factors which determines the quality of service that is summarized in five dimensions of evidence direct (tengibles), reliability (reliability), responsiveness (responsiveness), guarantees (assurance) and empathy (empathy).
The objective of the study was to analyze the quality of health services in hospitals Premier Jatinegara as partner of PT Asuransi Jiwa Inhealth Indonesia reviewed from aspects of customer satisfaction. This type of research is quantitative with cross approach sectional study. The research time was conducted during August 2017 where at when researchers come directly to the research site by spreading directly questionnaires to Inhealth participants who have received health services. Sample obtained in this study as many as 96 respondents.
The analysis results obtained the average value for the level of importance of respondents to the quality of health services on all attributes of the assessment given is 3,527. The highest average value on interest is 3.667, while for the level of satisfaction ie 3,688. From result of analysis by using method of Importance Performance Analysis there is 1 attribute that enter in quadrant A that is attribute reliability (4), there is 12 attributes that enter the B quadrant with the highest attribute is tangible (1), there are 7 attributes which goes into the C quadrant with the highest attribute of the assurance attribute (1) and no attributes are entered into quadrant D. The suggestions are 78 respondents by giving input on there should be an officer inhealth standby in rs as many as 13 suggestions and must be made special counter like rs others as much as 8 respondents.
Thus there are some things that need to be improved by the Hospital workplace mita PT Asuransi Jiwa Inhealth Indonesia includes attributes of reliability (reliability), attributes attention (empathy) and increased active role between management of both agencies for listen to customer criticism and suggestions.
Keywords : service quality, customer satisfaction, hospital
References : 32 (1995-2017)
list of authors
Putra Dwi Kemala (155190083) Sutanto, SKM, MAP, M.Sc
Date Modified
September 2017