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Asfia Fitri Aras
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Automotive Engineering Decision Sciences, Operations Research & Management Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences

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Journal : Journal of Business Studies and Management Review

 1 
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) Isti Mardiani; Daumi Rahmatika; Alya Triska Sutrisno; Asfia Fitri Aras
JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW Vol. 6 No. 2 (2023): JBSMR, Vol. 6 No.2, June 2023
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 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.
Co-Authors Agus Topo Subekti Alya Triska Sutrisno Corry Handayani Daumi Rahmatika Daumi Rahmatika Endi Putra Isti Mardiani Ranti Anjelia