Analisis Posisi Produk Pelayanan Kesehatan dengan Menggunakan Jendela Pelanggan Berdasar Harapan dan Penilaian Pasien  

Oleh:

Triyono, Anugerah Rezekika Yunida ; Djazuly Chalidyanto

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: The Indonesian Journal of Public Health vol. 03 no. 02 (Nov. 2006), page 58.
Topik: Assessment; Expectation; Quality of Health service; Customer Window

Ketersediaan

Perpustakaan FK Nomor Panggil: I10.K.01 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

Recent year, the visited rate of semanding's community Health Center in tuban District shows declining of coverage. One cause is the lack of quality of services. the objective of this research was to describe the position of service product from the dimension of quality, using sustomer window. This was survey research with qualitative approach. Interview was done to 87 patients using questionnaire, and pulled from population by quota sampling. Research variable was patient's assessment and espectation on health services quality, based on dimension of quality, i.e.: physical aspects, reliability, personal interaction, problem solving and policy. Using customer window based on patient assessment and expectation on the quality of health services, the results of position analysis of health services products are: 1) the dimension of physical aspects, reliability and problem solving are on A (attention) quadrant, 2) no dimension of quality on B (Bravo) quadrant, 3) on C (cut or communicate), 4) on D (don't worry be happy), there are no dimension at all. The conclusion was most of health services in Semanding's Community Health Services, Tuban District did not fulfill the patient expectation. therefore, it needs effort to improve the quality of services.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali