Identification of customer satisfaction factors through the service quality dimensions: A case study of ABC Hospital, Surabaya

Rachma Rizqina Mardhotillah; Denis  Fidita Karya; Reizano  Amri Rasyid; Berto  Mulia Wibawa

doi:10.15562/bmj.v12i3.4443

Identification of customer satisfaction factors through the service quality dimensions: A case study of ABC Hospital, Surabaya

Rachma Rizqina Mardhotillah ,

Denis Fidita Karya ,

Reizano Amri Rasyid ,

Berto Mulia Wibawa ,

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DOI: https://doi.org/10.15562/bmj.v12i3.4443 |
Published: 2023-09-23

Abstract

Introduction: The value of customer satisfaction is a significant deal for a hospital. Because it reflects the quality of the hospital, an assessment was obtained not only for outpatient customers but also for inpatient customers. In addition, global competition to provide the best service also became a consideration. Therefore, this study aims to see the suitability between the customer expectations and customer reality of ABC Hospital, Surabaya, in this case, especially the inpatient customers of ABC Hospital, Surabaya, and the level of inpatient customer satisfaction at ABC Hospital, Surabaya.

Methods: This was a cross-sectional study. The sampling technique that was carried out was the total sampling technique. This study exploited secondary data as a benchmark for customer satisfaction assessment. The secondary data was used to identify problems at ABC Hospital, Surabaya. The researcher explored primary data for three weeks. The primary data collection method was carried out by distributing questionnaire forms to ABC Hospital, Surabaya's inpatient customers for three weeks with 131 respondents. This research uses the customer satisfaction index to measure the percentage of customer satisfaction levels and uses importance-performance analysis to show which indicators affect customer satisfaction.

Results: Our findings conclude that the value of inpatient customer satisfaction at ABC Hospital was 73.2%. The Importance-performance analysis method results indicate that there are 12 attributes of services or facilities whose performance meets the customers’ expectations. But, there are three attributes far from the customer's expectations, namely parking space, the accuracy of the doctor's visit time, and service waiting time. They have to be improved by hospital management.

Conclusion: The inpatient satisfaction in ABC Hospital, Surabaya, was under the government standard.

References

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[1] Ihsani, D. W. (2005). Analisis Kepuasan Konsumen Terhadap Atribut Wisata Cangkuang Garut, Jawa Barat. Skripsi. Departemen Ilmu-ilmu Sosial Ekonomi Pertanian, Fakultas Pertanian, IPB. Bogor.

[2] Indonesia, D. K. R. (2008). Keputusan Menteri Kesehatan Republik Indonesia No. 129/Menkes. SK/II/2008. Jakarta: Depkes RI.

[3] Kotler, P., & Keller, K. (2006). Marketing Management: Customer Value, Customer Satisfaction and Customer Loyalty. Upper Saddle River, New Jersey.

[4] Mardhotillah, R. R., & Rasyid, R. A. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa di PTS X Surabaya. Accounting and Management Journal, 3(2), 105-112.

[5] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. The Journal of Marketing, 41-50.

[6] Ruhimat, D. (2008). Kepuasan Pelanggan. PT Gramedia Pustaka Utama, Jakarta.

[7] Suhendra, A., & Prasetyanto, D. (2016). Kajian Tingkat Kepuasan Pengguna Trans Metro Bandung Koridor 2 Menggunakan Pendekatan Importance-Performance Analysis. REKA RACANA, 2(2).

[8] Supranto, J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Rineka Cipta.

[9] Suryawan, S. (2013). Analisa Hubungan Antara Experential Marketing, Customer Satisfaction Dan Customer Loyalty Cafe Nona Manis Grand City Mall Surabaya. Jurnal Strategi Pemasaran, 1(2), 1-10.

[10] Utama, P. Y., Prihartini, A. E., & Listyorini, S. (2013). Analisis Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Islam Sultan Agung Semarang dilihat dari Dimensi Kualitas Pelayanan. Jurnal Ilmu Administrasi Bisnis.

[11] Wijaya, T. (2011). Manajemen Kualitas Jasa. Jakarta: PT. Indeks.

Identification of customer satisfaction factors through the service quality dimensions: A case study of ABC Hospital, Surabaya

Abstract

References

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