Analisis Kepuasan Layanan Kesehatan Rumah Sakit Medika Dramaga Bogor

Abstract

Indonesian government encourages private sector to role in improving health care. It is seen from there are many private hospitals, one of which is Medika Dramaga Hospital in Bogor (established since 2012). The quality of services should be taken seriously by the hospital management in order to satisfy and meet the desires of consumers. The purposes of this study are to measure, to map the degree of customer satisfaction and to gain an overview of health care issues regarding the level of customer expectations and quality of health care at inpatient units in the hospital. The study results are the respondents including satisfied with the services provided by the hospital scores a Customer Satisfaction Index (CSI) is 75.84%. Services indicators valued less satisfactory and should be improves are admission procedure which is right and rapidly (X1) and the cleanliness of the bathroom (X18).