p-Index From 2020 - 2025
12.566
P-Index
This Author published in this journals
All Journal Jurnal Kesehatan Masyarakat Indonesia Jurnal Kesehatan Masyarakat Jurnal Ilmu Kesehatan Masyarakat Jurnal Riset Kesehatan Jurnal Berkala Epidemiologi Folia Medica Indonesiana Jurnal Keperawatan dan Kesehatan Masyarakat CENDEKIA UTAMA Jurnal Ilmiah Pangabdhi Jurnal Kesehatan Gigi Jurnal Manajemen Kesehatan Indonesia Jurnal Kesehatan Vokasional Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Ergonomi dan K3 Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo Akta Kimia Indonesia JIK- JURNAL ILMU KESEHATAN Journal of Health Sciences Jurnal Kesehatan 2-TRIK: TUNAS-TUNAS RISET KESEHATAN Medical Technology and Public Health Journal Padjadjaran Journal of Dental Researchers and Students Medical and Health Science Journal Community Development Journal Human Care Journal To Maega: Jurnal Pengabdian Masyarakat Darmabakti Cendekia: Journal of Community Service and Engagements J-ADIMAS (Jurnal Pengabdian kepada Masyarakat) Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal Indonesian Journal of Cultural and Community Development International Islamic Medical Journal JOURNAL OF COMMUNITY ENGAGEMENT AND EMPOWERMENT Journal of Health Community Service JUKESHUM: Jurnal Pengabdian Masyarakat KESANS : International Journal of Health and Science Global Health Science (GHS) IJOHCM Aptekmas : Jurnal Pengabdian Kepada Masyarakat Wisanggeni : Jurnal Pengabdian Masyarakat Jurnal Manajemen eJournal Kedokteran Indonesia Journal of Comprehensive Science Prosiding Seminar Nasional Pengabdian Kepada Masyarakat Journal of Education Technology Information Social Sciences and Health Jurnal Sosial dan Sains Cakradonya Dental Journal Journal of Pharmacy Science and Technology Journal for Quality in Public Health Jurnal Akselerasi Merdeka Belajar dalam Pengabdian Orientasi Masyarakat (Jurnal AMPOEN) MOTORIK Jurnal Difusi Ipteks Legowo Jurnal Multidisiplin Indonesia Jurnal Kesehatan Masyarakat Indonesia (JKMI) Jurnal Pengabdian Masyarakat Indonesia (JPMI)
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Folia Medica Indonesiana

Patient Satisfaction, Perception-Expectation Gap, and Costumer Satisfaction Index in Annual Survey 2021 at Dr. Soetomo General Academic Hospital Cita Rosita Sigit Prakoeswa; Nur Hidayah; Arlina Dewi; Indah Purnamasari; Agus Aan Adriansyah; Amak M. Yaqub
Folia Medica Indonesiana Vol. 58 No. 2 (2022): June
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (582.986 KB) | DOI: 10.20473/fmi.v58i2.34550

Abstract

Highlights: Customers expectations at Dr. Soetomo General Academic Hospital has a higher quality of service. The handling of complaints has a low performance on the quality of services at Dr. Soetomo General Academic Hospital. Improving service quality requires improvements in efficient complaint handling.   Abstract: Service quality is essential in health institutions that can affect patient satisfaction and loyalty. The growth in the number of patients at Dr. Soetomo General Academic Hospital, Surabaya, Indonesia, triggered the diversification of services that require periodic quality control. This study aimed to investigate the performance of 31 departments/units in the hospital, the level of customer satisfaction with services provided, and factors that could influence satisfaction. A survey about service performance, perception, and expectation of services was carried out in 31 departments/units using questionnaires from August to October 2021. Convenient respondents consisted of 2121 patients and their families aged >15. Questionnaire items assessed performance, perceptions, and expectations of health services using the SERVQUAL method. Statistical Package for the Social Sciences (SPSS) software was used to perform an analysis of the results of the measurement and the difference in responses between demographic groups of respondents (p<0.05 was significant). The mean performance score was 92.86, and the gap between their perception and expectation averaged -0.23. Customers' expectations of the provider's competence were met, and its performance was perceived to be the best. Meanwhile, handling complaints was perceived as having the lowest performance, while customers’ satisfaction over it had not been met. The results showed that the hospital could still not fully meet some of the customer expectations, with immediate improvements needed in handling complaints.
Co-Authors Abd Ghafar, Siti Aisyah Abdul Hakim Zakkiy Fasya Abdul Hakim Zakkiy Fasya Achmad Syarifuddin Adelia Dwi Pristanti Afina, Rizka Dany Afridah, Wiwik Ahda Mas Ulah Ahda Mas Ulah Ahla Tamaro Aisyah Aisyah Aizatun Nisa Akas Yekti Akas Yekti Pulih Asih Alfaridzi, Aditya Rizky Alfin Nur Faridhotul Khasanah Aliya Zahro Fuadah Amak M. Yaqub Amak M. Yaqub Amanatul Istifaiyah Amanatul Istifaiyah Amelia Lorensia Anak Agung Istri Sri Wiadnyani Andi Roesbiantoro Anggarwati, Fauziah Rizki Anggraeni, Dinda Ayu Arifah, Ika Fahraeni Arindis, Pinky Ayu Marsela Arista Putri Sulistiana Arlina Dewi Arlina Dewi Asmarani, Yolanda Kartika Asri, Arilis Larasati Ode Bagus Soebadi Bhayusakti, Aditya Bilgis Khoirun Nisa’ Budhi Setianto Budhi Setianto Chasanah, Niswatun Cita Rosita Sigit Prakoeswa Cita RS Prakoeswa Dany Afina, Rizka Danya Ainur Rosya Difran Nobel Bistara Dina Amalia Dwi Handayani Dwi Handayani Edza Aria Wikurendra Effendi Effendi Effendi Effendi Effendi Effendy Effendy Eka Putri Pertiwi Endah Kusumastuti Eppy Setiyoati Eppy Setiyowati Evy Afifah Syagran Evy Afiyah Syagran Evy Afiyah Syagran Faradillah Mutiani Farakhin, Noer Fasya, Abdul Hakim Fauziah Rizki Anggarwati Firdaus Firdaus Gustina, Mara Halimatus Sanila Hartatiek Nila Karmila Hartatiek Nila Karmila Hartatik Nila Karmila Heenderi, Hendera Hening Tuti Hendarti Herlambang Prehananto Herlambang Prehananto, Herlambang HUMAYRAH - - Iftitahurrohmah Iftitahurrohmah Ilmia, Fadhilatul Ima Kurniastuti Ima Nadatien Imamate, ewi Sinta Nuriatul Indah Lestari Indah Lestari Indah Lestari, Indah Indah Purnamasari Indri Riza Priescisila Iqbal Firdaus Iqbal Firdaus Irmawan Farindra Istiati, Istiati Istifaiyah, Amanatul Jannatul Firdausi, Nurul Karmila, Hartatik Nila Kombih, Muhammad Fifin Kusumawati, Diah Retno Lailia, Shafira Nur Latiffa Anggraini Listiana Dewi Lukis, Prima Agusti M. Khafid Makki Makki Martha Ariana Wijayanti Masita, Elly Dwi Maya Purnia Sari Merry Susantri Mery Susantri Moelok, Iqbal Moch Muhammad Khafid Muhammad Khafid Muhammad Zahid Abdillah Muhammad Zukhrufuz Zaman Munawwaroh, Ahsantul Mursyidul Ibad Mursyidul Ibad Mursyidul Ibad Mursyidul Ibad Nadiya Ulyafasya Rohmani Nafiah, Aim Matuz Zahrotun Nailah Tri Iswira Nashifah, Nur Sa'adah Nathalya Dwi Kartika Sari Nifta Salsabilah, Ersa Nikmatus Sa’adah Nila Karmila, Hartatiek Niswatun Chasanah Niswatun Chasanah Noer Farakhin Novera Herdiani Novera Herdiani Novera Herdiani, Novera Nuke Chesti Nuning Farida Nur Aditya, Dwi Martha Nur Faridhotul Khasanah, Alfin Nur Hidayah Nur Hidayah Nur Sa'adah Nashifah Nur Zuwariyah Nurhasmadiar Nandini Nurul Fauziah Nurul Jannatul Firdausi Nurul Jannatul Firdausi Nurul Jannatul Firdausi Odilia Ika Auliya Pertami, Sawitri Dwi Indah Pinky Ayu Marsela Arindis Pinky Ayu Marsela Arindis Pinky Ayu Marsela Arindis Pulih Asih, Akas Yekti Puryanti Puryanti Puspa Dila Rohmaniar Puspa Dila Rohmaniar Puspitasari, Megaratri Putri, Errytrina Kurnia Putri, Jelita Brilian Bre Rai Rahmania, Almanda Putri Ramadhani, Betty Rifka Noviyanti Rizal Efendi Rizka Dany Afina Roesbiantoro, Andi Rohmaniar, Puspa Dila Rusdianingsih Rusdianingsih Sanila, Halimatus Satriya Wijaya Sawitri Dwi Indah Pertami Sawitri Dwi Indah Pertami Sa’adah, Nikmatus Septianingrum, Yurike Silvia Veronica, Silvia Sofia Nur Islami Sri Ita Tarigan Stefanus Supriyanto Sulfi Titianto Sulistianah, Renjani Sunaryo, Merry Susanti Susanti Susantri, Mery Susman Sjarif Suyitno Suyitno Suyitno Suyitno Syafiuddin, Achmad Syagran, Evy Syarif Hidayatullah, Muhammad Alaika Tamaulina Br Sembiring Tania Lillah, Fala Tri Asih Imanniyah Tri Deviasari Wulan Ulah, Ahda Mas Umi Hanik Umi Hanik Umi Hanik Venia Ilma Dwi Prastika Veronica Juniarti Putri Wahyu Eka Kurniawan Wahyu Firdha Usi, Allifia Warda El Maida Rusdi Warda Elmaida Rusdi Wardani, Erika Martining Wicaksono, Adhimas Setyo Wijaya, Satriya Wijaya, Satriya Wulansari, Febrianti Yauwan Tobing Lukiyono Yuliani, Kartika Zahro, Novianti Fatimahtus Zuwariyah, Nur