ANALYSIS OF PATIENT SATISFACTION ON HEALTHCARE SERVICE WITH POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) METHOD (CASE STUDY: CHILDREN’S POLY SERVICE AT PUSKESMAS SIMPANG IV SIPIN KOTA JAMBI)

Authors

  • Isti Mardiani
  • Daumi Rahmatika Industrial Engineering Study Program, Sekolah Tinggi Teknologi Nasional Jambi
  • Alya Triska Sutrisno
  • Asfia Fitri Aras

DOI:

https://doi.org/10.22437/jbsmr.v6i2.25410

Abstract

Puskesmas Simpang IV Sipin Jambi still continuing to improve customer satisfaction. One indicator of the success of health services in Puskesmas is patient satisfaction. After observation, the reality of services at the puskesmas still does not meet customer expectations. This is because the Puskesmas has not prioritized what services need to be repaired and improved. This study uses the Potential Gain in Customer Value (PGCV) method to find out the description of the service desired by the customer. This research is a quantitative descriptive research. The data taken was carried out by distributing online questionnaires to 120 respondents. The results of the PGCV analysis show that the Responsiveness attribute (3,277) and the two Tangible attributes (2,447), (2,188) become 3 priority focuses in improving service quality.

Downloads

Download data is not yet available.

References

Ali, Mona A. and Ehab A. Yaseen. (2016). Service Quality in Public Services: A Study in Urban Egypt, Available at https://www.pomsmeetings.org/confpapers/043/043-1653.pdf, 2/12/2016.

Azwar, S. 1986. Reliabilitas dan Validitas : Interpretasi dan Komputasi. Yogyakarta : Liberty

Bloom, B.S. 1976. Human Characteristics and school Learning. New York : McGraw Hill Book Co.

Eshghi, A., S. K. Roy and S. Ganguli. (2008). “Service Quality and Customer Satisfaction: An Em- pirical Investigation in Indian Mobile Telecommunications Servicesâ€, Marketing Management Journal, Vol. 18, No. 2, pp. 119-144.

Fahim, Marwa (2019). “The Relationship between Service Quality Dimensions and Customer Satisfaction in Public Service Organizations with Application to EgyptAirâ€., Arab Journal of Administration, vol.39, No.1, March 2019 [daring], tersedia di: https://aja.journals.ekb.eg/article_27918_90b44c6da8baca9b8602e41f8c719803.pdf

Kotler. 2000. Manajemen Pemasaran. Jakarta : Erlangga

Menteri Kesehatan Republik Indonesia, 2005, Nomor : 658/Menkes/Sk/IV/2005 tentang Pedoman Penilaian Tenaga Kesehatan Teladan di Puskesmas. Jakarta : Departemen Kesehatan.

Menteri Kesehatan Republik Indonesia, 2008, Nomor : 828/MENKES/SK/IX/2008 tentang Petunjuk Teknis Standar Pelayanan Minimal Bidang Kesehatan di Kabupaten/Kota. Jakarta

Peraturan Menteri Kesehatan Republik Indonesia, Nomor : 75 tahun 2014 tentang Pusat Kesehatan Masyarakat. Jakarta

Parasuraman, A.; Valarie A. Zeithaml and Leonard L. Berry. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Qualityâ€, Journal of Retailing, Vol. 64, No. 1, (Spring), pp. 12-40.

Ramseook-Munhurrun, Prabha; Soolakshna D. Lukea-Bhiwajee and Perunjodi Naidoo. (2010).

“Service Quality in the Public Serviceâ€, International Journal of Management and Marketing Research (IJMMR), Vol. 3, No. 1, pp. 37-50.

Walizer, Michael. 1987. Metode dan Analisis Penelitian, Jakarta : Erlangga

Wicaksono, Bayu. 2015 . Analisis Kepuasan Pelanggan Pada Pelayanan Kesehatan Dengan Menggunakan Metode Potential Gain In Customer Value (PGCV) Dan Entropy. Universitas Brawijaya. Malang.

Downloads

Published

2023-06-20

How to Cite

Mardiani, I., Rahmatika, D., Sutrisno, A. T., & Aras, A. F. (2023). ANALYSIS OF PATIENT SATISFACTION ON HEALTHCARE SERVICE WITH POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) METHOD (CASE STUDY: CHILDREN’S POLY SERVICE AT PUSKESMAS SIMPANG IV SIPIN KOTA JAMBI). JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW, 6(2), 151-156. https://doi.org/10.22437/jbsmr.v6i2.25410