22Oct 2017

HOW PATIENTS PERCEPTIONS FOR SERVICE STANDARD COMMUNICATION, COMMITMENT MANAGEMENT AND SERVICE QUALITY EFFECTS CUSTOMER SATISFACTION (CASE STUDY FOR PUBLIC HOSPITAL IN SURABAYA).

  • Faculty of Economy, University of Pelita Harapan Surabaya.
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In the high competitive market, customers play an important role to the sustainability of an organization. Organizations need to have the right strategy to win the competition within the industry so that it can grow in the long run. Hospitals as part of the service business were not apart from the competitive cycle. The better understanding from the society towards health issues has also taken part to the decisions that hospital management need to make to improve its service quality. This research wanted to see how patients? perceptions toward hospitals service standard communication and commitment management toward service quality will effects its customer satisfaction for in-patient ward, polyclinic and emergency unit at one of the largest public hospital in Surabaya. Respondents were those people who have ever visited those three units and the data analysis used Kruskall Wallis Independent test. The result showed that there was no difference perceptions from the patients from each department. Patients who have visited in-patient ward, polyclinic and emergency unit rooms showed the same satisfaction. They said that they have seen the commitment of the management toward service quality served by the hospital.

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[Lulu Setiawati and Josephine Kurniawati Tjahjono. (2017); HOW PATIENTS PERCEPTIONS FOR SERVICE STANDARD COMMUNICATION, COMMITMENT MANAGEMENT AND SERVICE QUALITY EFFECTS CUSTOMER SATISFACTION (CASE STUDY FOR PUBLIC HOSPITAL IN SURABAYA). Int. J. of Adv. Res. 5 (Oct). 1246-1253] (ISSN 2320-5407). www.journalijar.com

Lulu Setiawati
University of Pelita Harapan Surabaya

DOI:

Article DOI: 10.21474/IJAR01/5643      
DOI URL: https://dx.doi.org/10.21474/IJAR01/5643

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