Analisis Kesenjangan Kualitas Pelayanan berdasarkan Kepuasan Pasien Poliklinik Saraf RS Bhayangkara Surabaya

Journal Title: Jurnal Administrasi Kesehatan Indonesia - Year 2018, Vol 6, Issue 2

Abstract

Background: Neurological polyclinic service at Bhayangkara Hospital in Surabaya is one of polyclinics that has an increasing number of patient visits every year. To keep patients’ loyalty towards a neurological polyclinic, the hospital must be able to meet patients’ needs so that patients feel satisfied. Aims: Therefore, it is necessary to conduct an assessment related to expectations and real service obtained by patients at the neurological polyclinic. The purpose of this study is to analyze the gap on the service quality and satisfaction level based on expectations and real service quality. Method: The study design was cross sectional with 50 respondents as the sample taken by simple random sampling. The research method was a survey as a questionnaire instrument. Results: The result showed that the satisfaction level of respondents in neurological polyclinic in general was very satisfying. The gap value of the overall research is that the service quality at the neuropathic polyclinics has a negative gap (-0.06). The service quality has not met patients’ expectations. Conclusion: In conclusion, the service quality is a vital part in Bhayangkara Hospital, Surabaya. The hospital can maintain their good image and patient visit if the service quality is excellent too. The hospital should improve the waiting room convenience and the discipline of their staffs to create better service quality. Keywords: patients’ satisfaction, gap analysis, quality dimension, service quality

Authors and Affiliations

Luh Wayan Ema Natarini

Keywords

Related Articles

Beberapa Faktor yang Berhubungan dengan Keaktifan Kader Posyandu di Desa Pengadegan Kabupaten Banyumas

Background: Posyandu is a maternal and baby clinic to decline the infant mortality rate, infant birth rate, and maternal mortality. The success of activities in Posyandu depends on the cadre’s activeness. Data obtained f...

Pengaruh Kepuasan Kerja dan Komitmen Organisasi Terhadap Intention to Leave di Rumah Sakit Pura Raharja Surabaya

Turnover can be detrimented to the organization both in terms of cost, resources, and motivation of employees. The purpose is to determine the relationship variables on job satisfaction and commitment with the intention...

Persepsi Nilai Pelanggan dan Kepuasan di Klinik Swasta “X” di Surabaya

The increasing number of health service industry caused an increase of health service demand. Keeping service quality is a main key to give good service to patient. One of service quality measurement methods is through p...

Pengaruh Turnover Intention terhadap Kinerja Karyawan di Rumah Sakit Bedah Surabaya

The turnover rate of employee in Surabaya Surgical Hospital increased over the last three years since 2014 to 2016 that was 13,67% in 2014, 13,69% in 2015 and 16,91% in 2016. The high employee turnover rate of Surabaya S...

Literasi Informasi Kesehatan Nifas Ibu Hamil Berstatus Sosial Menengah ke Bawah

Background: Post-partum health information is hardly accessible to pregnant women. In fact, post-partum health literacy for pregnant mothers in relation to socio-economic factors allows the decline of post-partum morbidi...

Download PDF file
  • EP ID EP463833
  • DOI 10.20473/jaki.v6i2.2018.75-82
  • Views 113
  • Downloads 0

How To Cite

Luh Wayan Ema Natarini (2018). Analisis Kesenjangan Kualitas Pelayanan berdasarkan Kepuasan Pasien Poliklinik Saraf RS Bhayangkara Surabaya. Jurnal Administrasi Kesehatan Indonesia, 6(2), 75-82. https://europub.co.uk/articles/-A-463833