Quality Analysis Based On Perception And Expectation Of Patients In Medokan Ayu Community Health Center Surabaya

Setya Haksama • Timika Yunevy, Eka Fitri
Journal article Jurnal Administrasi Kesehatan Indonesia • 2013

Unduh teks lengkap
(Bahasa Indonesia, 12 pages)


Medokan Ayu Community Health Center had a mission to achieve 100% patients satisfaction. Unfortunately 13.38% of patients dissatisfied. This study analyzed gap between patients perception and expectations. The satisfaction level was calculated by using CSIndex. This was a descriptive study with cross sectional approach. The research sample was 150 peoples lived around Medokan Ayu. The Community Satisfaction Index was based on KEP/25/M.Pan/2/2004.The gap between patients perception and expectation showed patient satisfaction. Majority of patients perception were good. The speed of service was the only aspecr which still fairly good. All patients had high expectations in service element. Overall, patient was satisfied towards the service element, but there were still some elements in fairly satisfied. These elements were service personnel clarity, official responsibility, service personnel ability, speed of service, courtesy and hospitality services, and the certainty of service cost. This study concluded that patients perception in service element was filled their expectations. Meanwhile Medokan Ayu Community Health Center stil need to improve their speed in served the patient.Key words: CSIndex, expectations, gap, perception


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Jurnal Administrasi Kesehatan Indonesia

Journal Administrasi Kesehatan Indonesia diterbitkan oleh Departemen Administrasi dan Kebijakan K... tampilkan semua