Keefektifan Pelaksanaan Mekanisme Komplain Dalam Pelayanan Kesehatan di Rumah Sakit Umum Haji Surabaya
Abstract: Health sector is one
of the concern parts in government service. Because being health is a priority
for every people. RSU Haji Surabaya is the instance of government which held
health service. Yet, in fact there are lots of complaints coming from citizen
regarding health service in RSU Haji Surabaya. A good handling of complaints
(complain mechanism) will push customer complaints to have a positive
contribution for RSU Haji Surabaya service development. The research here has a
purpose to answer the problem regarding how the mechanism of complain in RSU
Haji Surabaya. To find out how is the complaints mechanism can improve it, is
used 4 indicators of effective handling customers complaints principle theory
based on Tjiptono are the accessible, empathy, responsiveness, and fairness.
Researcher is trying to answer the problem by using qualitative method and
using descriptive research type. The locations of this research are in RSU Haji
Surabaya. The technique in determining informant is using technique of
purposive. The informant of this
research are staff of RSU Haji Surabaya
who appropriate with the major and the customers of RSU Haji Surabaya who had
made complaints. The data is collected by doing observation, deep interview and
documentation. The data is analyzed by reducing data, serving data, and
arranging a conclusion. The first result in this research shows that in
complain mechanism, RSU Haji Surabaya has internal complain unite in solving
the demand of customers
Keyword: service, customer
complaints, complain handling system
Penulis: Honny Nur Afidah
Kode Jurnal: jpadministrasinegaradd130626
