MUTU PELAYANAN KESEHATAN BERDASARKAN DIMENSI DABHOLKAR DI RUANG RAWAT INAP PENYAKIT DALAM
ABSTRACT: The NDR average at
ward room of internal disease of Bojonegoro General Hospital during 2009-2011 was
58,6 ‰ (more than standard < 25 ‰). This research was aimed to analyze the importance and satisfaction rating of
health service quality
based on Dabholkar
dimension. It used
observational approach with
cross sectional design. Interview
was conducted to
37 patients in
internal disease ward
room of Bojonegoro
General Hospital which selected
by simple random
sampling. This study
found some issues
in physical dimension (medical device
completness, inpatient room
design attractiveness, room
cleanliness, room name
avaibility), reliability
dimension (medical services
responsiveness, medical records
accuracy), personal interaction dimension (friendliness,
politeness, and attention of the doctor to patient, easiness to see the doctor,
information clarity given by
the doctor), problem
solving dimension (doctor
willingness solve patient’s problem,
doctor patience handling patient’s complain, doctor responsiveness solve patient’s problem), and policy
dimension (parking area convenience, patient’s family waiting room
avaibility, administrative procedures clarity, visiting time accuracy).Improving service
quality in internal
disease ward room,
hospital manager should communicate
with local government of
Bojonegoro as stakeholder
while expose the
doctor with service
excellence training and guarantee the hospital facilities
comfortness by establish hospital policy.
Penulis: Alfi Febriana
Rahmawati, Stefanus Supriyanto
Kode Jurnal: jpkedokterandd130160
